Bill Rukh

Resolved over 800 monthly tickets via Zendesk using JavaScript, Ruby, and custom scripts, achieving 98% SLA adherence and enhancing customer satisfaction. Drove seamless integration of Clearbit APIs into customer sales and marketing systems, contributing to significant ARR and improving operational efficiency. Led cross-functional bug triage meetings with Support, Engineering, and Product teams to

Developed and documented advanced troubleshooting strategies, leveraging root cause analysis and issue replication techniques, resulting in a 35% improvement in resolution time and a 40% boost in NPS and CSAT scores. Designed and implemented automated workflows in Zendesk, Mode, and Slack, streamlining ticket triage and data query processes to achieve 30% faster response times and enhanced team ef

Delivered tailored digital web and mobile solutions that empowered client growth and strengthened their digital presence. Collaborated with client stakeholders and internal design teams to gather requirements, troubleshoot technical challenges, and deliver scalable, customer-centric solutions on time and within budget. Diagnosed and resolved critical technical issues during development and deploym

Led development efforts that helped grow the product to over 1M+ active users. Engineered scalable backend services and RESTful APIs using Node.js and Express that supported seamless social media integrations, enabling customers to reach millions of fans and drive a 25% increase in user engagement. Developed monitoring tools and debugged production issues to ensure high system availability, mainta

Completed a Bachelor of Science in Computer Science. Focused on fundamental principles and advanced topics in the field.

Completed a rigorous 12-week immersive software engineering program. Gained intensive training in full-stack web development and modern programming practices.