At Crossover (Trilogy), I provide L2 technical support across multiple B2B SaaS products, owning complex customer escalations from initial investigation through resolution. I troubleshoot production infrastructure, deployment, application, and data-related issues using logs, events, and observability signals, including Kubernetes incidents.
I perform root cause analysis, reproduce technical issues, identify workarounds, and escalate confirmed product defects to Development and SaaS Operations with structured evidence. I manage bugs and enhancement requests in JIRA and maintain clear customer communication throughout the incident lifecycle.
My experience also includes IT infrastructure and end-user support. At the European School of Excellence, I supported staff and students while managing LAN/WAN, Wi-Fi, CCTV, user accounts and permissions, hardware, software, and IT documentation. I also delivered digital-tools training and introduced technologies that improved day-to-day operations.
Previously at The City School, I administered Microsoft Office 365, Oracle ERP, school management systems, computer labs, biometric systems, networking, printers, and IT equipment while providing technical support to users.
My strengths include L2 Technical Support, B2B SaaS troubleshooting, customer escalations, root cause analysis, incident management, Kubernetes troubleshooting, JIRA, technical documentation, networking, and cross-functional collaboration. I’m focused on continuing my career in Technical Support and Customer Support Engineering, solving increasingly complex customer and product issues.
