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
- Resolved an average of 60 Tier 1-2 tickets per week while maintaining 95% user satisfaction scores.
- Created automated diagnostic scripts that reduced recurring VPN and SaaS access issues by 40%.
- Developed onboarding materials for remote employees, cutting setup time from two weeks to three days.
- Led quarterly knowledge-sharing sessions to upskill teams on new tools and security protocols.
- Participated in high-severity incident response, translating technical details into user-friendly status updates.
Education
B.S. Computer Science
University of Sydney
Certifications
- ITIL Foundation
- AWS Certified Cloud Practitioner