Track record
10+ years of keeping platforms healthy and customers unblocked.
Experience
Customer Support Agent · Derivita (Remote)
2022 — Present
- Technical support for an AI-powered SaaS platform serving 100K+ users
- Lead internal tooling in Python, FastAPI, SQLAlchemy & PostgreSQL
- Own an end-to-end CPQ platform — pricing, approvals & sales-ops automation
Technology Support Specialist · DeKalb County School District
2021 — 2022
- Tier 1–2 support across enterprise systems, applications and data
- Built a Django-based tracking system for reporting and data visibility
- Wrote SQL diagnostics and authored internal knowledge-base content
Business Systems Analyst · Transamerica
2013 — 2015
- Translated business requirements into technical specifications
- Supported testing, validation and deployment of production systems
- Produced documentation that drove system adoption and continuity
Systems Support Lead · Dominion Dealer Solutions
2009 — 2013
- Tier 3 support for enterprise SaaS, resolving complex data issues
- SQL-based diagnostics for database discrepancies; team SME
- Built automation scripts and troubleshooting playbooks
Skills
Technical
SQLREST APIsPythonFastAPISQLAlchemyPostgreSQLGoJavaScript
Diagnostics
API TroubleshootingLog AnalysisRoot-Cause AnalysisProduction Debugging
AI / LLMs
Anthropic ClaudeOpenAI GPTGoogle GeminiAI-assisted Dev
Core
Incident ManagementInternal ToolingDocumentationStakeholder Mgmt
Education
- B.S., Digital Media & Web Technology — UMUC
- B.A., Art (Visual Communications) — Salisbury University