16+ years of customer-facing technical expertise | SaaS CX Optimization | Automation & Integration
Senior Customer Engineer (Enterprise SaaS | Master Data Management)
- π FY24 Q1 MVP | 113+ recognition awards in FY25
- β‘ 40% reduction in ticket escalations through automation and optimization
- π§ Enterprise Platform Expertise: Zendesk Administration, PagerDuty, Workato Integrations
- οΏ½ Data & Analytics: SQL, BI Dashboard development, AI/ML pilot programs
- π οΈ System Architecture: Linux administration, Docker, Azure cloud platforms
- π± Learning: Django, FastAPI, and modern Python web frameworks
- π» Building: Personal projects to showcase full-stack development skills
- π Exploring: AI/ML applications in customer engineering and automation
- π Growing: From enterprise support engineering into software development
- 40% TTR Reduction: Architected Zendesk optimizations including dynamic routing and omnichannel auto-assignment
- Enterprise Scale: Resolved 500+ enterprise support tickets, including 300+ complex technical cases
- Automation Leadership: Built and deployed system integrations using Workato for improved efficiency
- Knowledge Management: Authored 70+ technical documentation pages and knowledge base articles
- Data Analytics: Led BI dashboard development and AI/ML sentiment analysis pilot programs
- Zendesk Administrator (2023-Present)
- Microsoft Azure Fundamentals (2024)
- Incident Management Certified (2024)
- CompTIA A+ (2020-Present)
Coming Soon - Currently working on exciting projects to showcase here!
πΌ Open to collaboration opportunities and CX related roles!
π I am a Senior Customer Engineering who's familiar with Full-Stack Development and Scripting
π North Carolina (Remote)