I am a Chicago-based Technical Support and Account Management professional with extensive experience in enterprise SaaS environments. Specializing in triage and incident response, I deep-dive into troubleshooting APIs and complex, customized workflows. I bridge the gap between technical execution and business objectives, transforming critical enterprise escalations into stable, revenue-retaining partnerships.
Core Capabilities
- Strategic Client Alignment: Trusted technical liaison for high-value enterprise customers, adept at clarifying SLAs, driving retention, and transforming at-risk accounts into referenceable partners.
- Advanced Technical Triage: Deep-dive troubleshooting across complex API-driven platforms, web apps, and custom integrations using toolsets like SQL, Kibana, and Postman.
- Incident Leadership: Proven track record commanding technical bridges with 100+ stakeholders during high-priority production system interruptions to guarantee rapid service restoration.
- Process Optimization: Spearheads cross-functional collaboration between engineering, product, and client teams to eliminate technical bottlenecks and accelerate goals.
Technical Stack
SQL & Databases
API (REST / Postman)
Kibana & Observability
Python, Perl, Bash
ETL, ITIL, IAM
Salesforce & Zendesk
JIRA & Confluence
SaaS Architecture
The Human Element
Beyond the hard drive, who I am and how I operate.
- 🧠 High Emotional Intelligence: Calm, empathetic, and solution-focused under pressure, ensuring production incidents or client escalations stay on track.
- 🌪️ Thrives in Ambiguity: Comfortable navigating uncertainty and owning complex problems end-to-end. If there isn't a playbook, I'll help write it.
- 🚀 Bias for Action (GSD): Energized by dynamic, high-growth environments—moving fast, iterating, taking calculated risks, and learning quickly.
- 🤝 Humble & Human: Committed to deep teamwork, transparency, and a continuous desire to both teach and learn from others.
- 🎢 The Rollercoaster Mindset: Bringing a glass-half-full outlook, resilience, and a bit of humor to high-stakes situations. Every engineering challenge is an opportunity to make an impact.
- 🎯 Client Champion: Passionate about serving as the ultimate technical liaison, turning complex user frustrations into seamless, trusted resolutions.