Senior Support Professional · Voice of the Customer
Impact by the numbers
What I bring
Most support teams close tickets. I close loops. When I spot a recurring pattern or a feature request gaining traction, I build the case for engineering and product, with log evidence, reproduction steps, and the customer context that turns a ticket trend into a roadmap decision.
I do not just escalate issues, I build the systems that make escalation smarter. That means structured feedback pipelines, Jira workflows, and documentation frameworks that move teams from reactive triage to proactive pattern recognition at scale.
I trace issues to their root cause using Datadog, Elasticsearch, Postman, and browser DevTools. When I escalate to engineering they get log evidence and a reproduction case. They know exactly what they are dealing with.
I own the full EMEA ticket lifecycle across 100+ enterprise accounts, P1/P2 on-call included. The kind of situations where you have never seen the error before and 200 users are waiting.
I do not just use AI tools, I build with them. A live Claude powered portfolio assistant, a full stack speech practice app, and a support operations workflow tool that publishes KB articles directly to Notion. IBM AI certified.
REST APIs, SSO, SAML, OAuth every day. When something breaks I am in the request headers and logs, not just reading the error message on screen.
Projects
An AI-native support workflow that detects documentation gaps, drafts responses grounded in existing knowledge, and publishes KB articles directly to Notion.
Built from scratch because this gap exists in every support team I have ever worked in.
Toolbox
My chatbot can answer questions about my experience and skills. Or explore the rest of the site to see my full background, the story behind my projects, or get in touch directly.
Every ticket is an opportunity to capture knowledge that did not exist before.
Ask me anything