Professional Summary
Performance-driven Senior Technical Support Engineer with 25+ years of experience and 10+ years specializing in complex L3 escalations for SaaS, IoT, and mission-critical platforms. Expert in SQL forensics, API integration, and root-cause analysis.
Professional Experience
Senior Technical Support Engineer (TS3)
- Final escalation point for global AI-driven video telematics platform, resolving high-priority L3 hardware and network failures.
- Utilized SQL forensics to identify systemic product defects, reducing friction for R&D teams.
- Collaborated cross-functionally to reproduce edge cases and verify backend fixes before deployment.
Customer Support Engineer II Lead
- Directed support for global partners, resolving complex inventory and vending software integrations via data analysis.
- Maintained 99%+ SLA compliance for high-profile international accounts.
Technical Support Agent II
- Managed high-tier support for Pyxis Connect ecosystem, critical to hospital pharmacy workflows.
- Resolved complex hardware and database failures for mission-critical medical systems.