Technical support engineer who builds the systems his team runs on. 4.5 years owning the support queue at a B2B SaaS platform — triaging issues, debugging API integrations, and writing the documentation that scales operations. Designed and built a 12-service automation platform (Node.js) and AI-powered processing pipeline (Python, OpenAI API) that enabled a 3-person team to handle the workload previously requiring 7. Four promotions in 4.5 years.
experience
AutoVitals, Inc.
august 2021 — present · B2B SaaS platform · 200+ client installations · 163+ tickets/week
Technical Support Team Manager — Automation & Platform Engineering
jan 2026 — present
Technical Support Team Lead — Tooling & Process Automation
jan 2025 — jan 2026
Technical Support Specialist
mar 2024 — jan 2025
Customer Support Specialist
aug 2021 — mar 2024
- Architecting a 12-service internal platform (Node.js): real-time operations dashboard, AI-powered ticket triage and routing, automated incident detection via ticket clustering, and integrations across 7 external APIs (Zendesk, Jira, Slack, Twilio, Mailgun, StatusPage). Platform serves as the operational backbone for a 200+ client SaaS environment.
- Designed and deployed a Python pipeline integrating Zendesk and OpenAI APIs for automated ticket classification, routing, and response generation — automation enabled a 3-person team to absorb the workload previously requiring 7, equivalent to eliminating 4+ FTE in manual processing
- Built a PowerShell diagnostic toolkit for distributed system troubleshooting across 200+ client installations — SQL Server connectivity, network path tracing, DNS verification, registry validation, and log aggregation. Drove first-contact resolution from 62% to 78%.
- Administered SQL Server environments across 200+ client sites: connectivity diagnostics, synchronization troubleshooting, and performance tuning for a distributed SaaS platform
- Led NAPA TRACS API v1-to-v3 migration across entire customer base — built tracking system, automated communication workflows, validation scripts, and rollback procedures. Zero-downtime transitions for all affected clients.
- Performed crash dump analysis (WinDbg), network packet capture, and infrastructure mapping for complex distributed system escalations
- Maintained 0.12-hour average first-reply time across 163+ weekly tickets after team was reduced from 7 to 3 — through automation and process engineering, not increased hours
- Reduced critical escalations by 35% by designing a pre-escalation pathway with Customer Success
- Built technical onboarding program covering SQL troubleshooting, API diagnostics, and client communication — recruited and mentored engineers through ramp-up
- Authored 50+ technical knowledge base articles spanning SQL Server, API integrations, network connectivity, and distributed systems
skills
- languages: Python, JavaScript, TypeScript, Node.js, SQL, PowerShell, Bash
- frontend: React, Vite, Tailwind CSS, HTML/CSS
- backend & infra: Supabase, SQL Server, Windows Server, REST APIs, JSON, Stripe, Vercel
- integrations: Claude API, OpenAI API, Zendesk, Jira, Slack, Twilio, Mailgun, StatusPage
- tools: Git, VS Code, WinDbg, log analysis, network diagnostic tooling
- leadership: incident management, SLA architecture, escalation design, hiring, technical documentation
distinction
- Eagle Scout — Boy Scouts of America
- Appalachian Trail thru-hike — 2,192 miles, 100 days
- St. Paul's School Advanced Studies Program — LISP & Artificial Intelligence