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Andrew Harding

@andrewharding

Cloud Support Specialist at Kentico LLC who reduced SaaS-related tickets by 20% with customer-facing troubleshooting guides.

United States

Message

At Kentico LLC, I served as the technical point of contact for its SaaS B2B CRM platform, partnering across Cloud Development and Support to help enterprise accounts. I coordinated incident response and standardized customer communications during outages.

I also wrote internal runbooks that reduced support ticket turnover time by over 24 hours and customer-facing guides that decreased SaaS-related tickets by 20%. Previously, as a Support Engineer at Kentico LLC, I used event logs, SQL queries, and API testing to resolve root causes and avoid escalating cases 90% of the time.

Experience

Work history, roles, and key accomplishments

Cloud Support Specialist

Kentico LLC

Nov 2024 - Jul 2026 (1 year 8 months)

Served as technical point of contact for Kentico's SaaS B2B CRM platform, leading incident response and developing runbooks that reduced ticket turnover time by over 24 hours. Authored customer-facing guides that decreased SaaS related tickets by 20%.

Azure Microsoft Dynamics Microsoft SQL Server Microsoft 365 Suite Cloudflare Jira Service Desk Visual Studio SQL C#.NET Core REST APIs Fullstack Development HTML CSS JavaScript

Support Engineer

Kentico LLC

Mar 2019 - Nov 2024 (5 years 8 months)

Provided tier 1 and 2 technical support for the Kentico CMS Platform, maintaining 95% SLA compliance and ranking in the top 25% for CSAT metrics. Documented solutions to reduce repeat incidents by 50% and performed root cause analysis to avoid escalation 90% of the time.

Microsoft Dynamics SQL API Testing Root Cause Analysis Customer Support SLA Management Technical Documentation