Track record

10+ years of keeping platforms healthy and customers unblocked.

Experience

Customer Support Agent · Derivita (Remote)

2022 — Present

Provide technical support for an AI-powered SaaS platform serving 90,000+ students and educators, troubleshooting application, integration, access, installation, and workflow issues.
Investigate complex customer issues by analyzing system activity, logs, application behavior, user workflows, error messages, and integration responses to identify likely causes and determine appropriate resolutions.
Troubleshoot Grade Sync and LMS integration issues by tracing activity across systems, identifying where failures occur, and validating whether issues originate in product behavior, configuration, or external LMS constraints.
Reproduce and document technical issues and collaborate with engineering and product teams on complex escalations, providing reproduction steps, evidence, findings, and ruled-out causes.
Manage and prioritize a multi-severity support queue, balancing customer impact, urgency, troubleshooting requirements, and escalation needs.
Create and maintain knowledge base documentation covering recurring technical issues, troubleshooting procedures, product workflows, and support processes.
Create and maintain knowledge base documentation covering recurring technical issues, troubleshooting procedures, product workflows, and support processes.

Technology Support Specialist · DeKalb County School District

2021 — 2022

Provided Tier 1–2 technical support, resolving system, application, and data issues across enterprise environments.
Built a Django-based internal tracking system to improve operational reporting and data visibility.
Wrote SQL queries to investigate data inconsistencies and support troubleshooting workflows.
Created technical documentation and internal knowledge base content to improve resolution efficiency

Business Systems Analyst · Transamerica

2013 — 2015

Translated business requirements into technical specifications across enterprise application workflows.
Supported testing, validation, and deployment of production systems.
Investigated application behavior and validated business rules during system testing.
Produced technical documentation to support system adoption and operational continuity.

Systems Support Lead · Dominion Dealer Solutions

2011 — 2013

Delivered Tier 3 support for enterprise SaaS platforms, resolving complex data integrity and application issues across production environments.
Performed SQL-based diagnostics to investigate database discrepancies and validate data accuracy across systems.
Supported ETL processes involving data extraction, transformation, and loading into application databases and reporting systems.
Served as a technical SME across support and engineering teams, translating operational issues into actionable technical findings.
Developed automation scripts and troubleshooting playbooks to improve resolution efficiency and consistency.

Systems Support Specialist · Dominion Dealer Solutions

2009 — 2011

Provided Tier 1–2 technical support for automotive dealership websites, troubleshooting site issues, content updates, data, and user access problems.
Delivered client training on website administration and content management.
Logged, reproduced, documented, and escalated technical issues to engineering with clear customer-impact information.
Supported onboarding of new dealership clients by validating site configuration and data accuracy prior to launch.

Skills

SQLREST APIsPythonFastAPISQLAlchemyPostgreSQLGoJavaScript

API TroubleshootingLog AnalysisRoot-Cause AnalysisProduction Debugging

Anthropic ClaudeOpenAI GPTGoogle GeminiAI-assisted Dev

Incident ManagementInternal ToolingDocumentationStakeholder Mgmt

Education