Professional Summary
Senior Technical Support Engineer with 25+ years of experience — the last four and a half as the final escalation point at Lytx, a global AI-powered video telematics platform. When Tier 1 and Tier 2 couldn't crack it, it came to me. My focus is complex L3 escalations: IoT hardware failures, API integration breakdowns, SQL forensics in Redshift, HAR file analysis, and the kind of systemic platform defects that look like one-off tickets until you pull the data. I've overturned incorrect engineering close-outs, protected strategic accounts from churning, and built the runbooks that kept junior teams from reinventing the wheel. Currently pursuing CompTIA SecAI+ in AI-driven security.
Professional Experience
- Served as the final L3 escalation point for a global AI-driven video telematics platform, resolving the most complex hardware, firmware, and cloud integration failures.
- Conducted advanced SQL forensics in Amazon Redshift and Athena to surface systemic platform defects and translate raw telemetry into actionable engineering briefs.
- Partnered with Engineering and Product to reproduce deep edge cases, validate backend hotfixes, and optimize deployment cycles before production release.
- Authored technical runbooks and KB articles that standardized L1/L2 triage and measurably reduced recurring escalation volume.
Tracing Silent Data Pipeline Failures (AWS / Athena)
The Challenge: Enterprise clients suddenly stopped receiving automated weekly report subscriptions. Portal setups looked flawless — front-facing tools reported zero errors while delivery failed silently.
The Forensics: Bypassed the support console entirely. Used AWS SES logs to rule out mail relay failures, then built custom queries in Amazon Athena against historical data lakes to pinpoint exactly where the pipeline was severing.
The Fix: Identified that a premature code push during a cloud migration had disabled on-prem reporting triggers before the new cloud environment went live. Coordinated with DevOps to stabilize the environment and confirmed pipeline restoration via backend delivery logs.
Firmware Diagnostics on Hybrid Electric Vehicle Fleets
The Challenge: Two high-profile enterprise accounts experienced a surge in erratic power disconnect alerts and missing telemetry — with no obvious cause visible in standard support tooling.
The Forensics: Ran advanced Redshift SQL queries against device event logs, isolating five specific event types across a multi-month window. Decoded impacted VINs and found the hidden variable: every affected unit was a Hybrid Electric Vehicle. Voltage fluctuations during engine-to-motor transitions were confusing the legacy firmware's power thresholds.
The Fix: Delivered a full evidence package to senior developers, mapping the raw event data to a specific firmware ticket. Engineering confirmed the defect and issued a targeted firmware fix (FW-3629).
Overturning a Wrongly-Closed Cloud Migration Bug
The Challenge: Enterprise clients reported that fleet distance data looked correct in the dashboard UI but was garbled in CSV exports — throwing off compliance audits for accounts like Dycom and The Wrench Group.
The Forensics: Engineering closed it as "working as designed." I refused the close-out, ran an architectural analysis of the export pipeline, and found a critical aggregation gap: the backend CSV engine was failing to sum the distance matrix column during file compilation — a regression introduced by a recent cloud migration.
The Fix: Built a full evidence package and escalated directly to engineering leadership. The result was a permanent code rewrite that resolved the issue platform-wide, not just for the reporting accounts.
HAR File Analysis — Isolating a VPN / Firewall Bottleneck
The Challenge: An enterprise customer's fleet dashboard froze or crashed when dispatchers loaded high-density vehicle maps. Intermittent, no errors in the platform logs, and impossible to reproduce internally.
The Forensics: Instructed the client's IT team to capture an HTTP Archive (HAR) file during the failure. Analyzed the network waterfall, TTFB metrics, and TCP handshake timing — isolating the exact milliseconds where the SSL handshake was timing out due to corporate VPN deep-packet inspection.
The Fix: Presented empirical HAR data to the client's network security team with specific SSL whitelisting and TCP timeout recommendations. Dashboard performance stabilized immediately — no code changes required.
- Directed technical support for global B2B enterprise partners, resolving complex inventory and vending software integration issues via remote diagnostics.
- Maintained 99%+ SLA compliance for high-profile international accounts through proactive escalation management.
- Mentored junior team members and contributed to internal knowledge base standardization.
- Provided high-tier support for the Pyxis Connect ecosystem, managing secure remote diagnostics for on-site pharmacy servers critical to hospital workflows.
- Resolved complex hardware and database failures for mission-critical medical systems under strict uptime and compliance requirements.