Core strengths
95%
Issue reproduction rate
Engineering gets log evidence, reproduction steps, and root cause analysis. Not just a forwarded ticket. That is the reason for a 30% reduction in investigation time.
25%
Faster resolution, 20% fewer repeat tickets
Built Datadog observability dashboards across 100+ enterprise environments and authored 50+ knowledge base articles and playbooks. Both built because the gaps existed, not because anyone asked.
98%
CSAT across EMEA
Every ticket, every tier, every P1/P2 on-call incident across 100+ enterprise accounts. Maintained through live customer calls, engineering escalations, and ambiguous situations with no playbook.
Tools by area
Tools change. Systems thinking, ownership, and communication do not.
Support
Zendesk, Freshdesk, Salesforce, Intercom
Incident response
Rootly, PagerDuty, Jira, Confluence, Slack
Observability
Datadog, Elasticsearch, Kibana, Browser DevTools
APIs and auth
REST APIs, Postman, SSO, SAML, OAuth, DNS
Technical
JavaScript, SQL, Bash, Docker, Git and GitHub, Python (learning)
AI
Anthropic Claude API, Cloudflare Workers, Cursor, Prompt engineering
Certifications
IBM AI Fundamentals
Generative AI: Prompt Engineering
Datadog: Performance Monitoring
REST APIs
JavaScript
SQL
Linux and Bash
HTML5 and CSS3
Python (ongoing)