Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate
Professional Summary
Technical Support Engineer with 5+ years of experience in diagnosing complex SaaS platform issues and reducing customer downtime. Specialises in Linux systems, SQL troubleshooting, and building knowledge bases that empower end users. Committed to maintaining high service availability and improving support workflows through automation.
Skills
- Communication
- Linux
- Customer Service
- SQL
- Knowledge Base Management
- Incident Response
- Remote Support
Experience
Technical Support Engineer — CAVITAK
- Reduced average ticket resolution time from 24 hours to 8 hours by implementing a tiered troubleshooting playbook.
- Automated root cause analysis for recurring incidents, improving first-contact resolution rate by 30%.
- Architected internal dashboard that surfaced real-time service health metrics for 50+ support agents.
- Collaborated with engineering on five postmortems, translating customer impact into actionable reliability improvements.
- Mentored junior engineers on effective customer communication during high-severity incidents.
IT Support Specialist — Movate