Open to opportunities

Candice Brown

@candicebrown2

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SaaS platform support specialist improving ticket workflows, system usage, and customer outcomes.

United States

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What I'm looking for

I’m looking for a support/ops role where I can own platform issue resolution, partner with engineering on root-cause, and improve workflows with reporting dashboards and better ticket taxonomy for measurable customer impact.

I’m a Platform Support Specialist (I-III) and reporting/operations professional who improves how support teams work and how customers are served. As an SME for four SaaS products, I independently triage and resolve complex and escalated platform issues submitted via Zendesk.

I keep performance consistently strong—maintaining 100% SLA compliance and CSAT score—while coordinating with Product, Engineering, Customer Success, Data Ops, and Ad Ops to resolve root-cause issues. I also support Engineering during platform incidents with investigation, customer communication, and timely updates.

I bring a systems-and-analytics mindset to support: I validate API behavior and troubleshoot integrations using Postman and SQL, provision and manage user access and permissions via Okta, and redesign Zendesk ticket categorization to improve reporting accuracy and trend analysis. I contribute through pre-release product and feature testing, providing feedback to Engineering and Product.

Beyond day-to-day support, I build the documentation and workflows teams rely on—creating and maintaining internal Confluence documentation and customer-facing help articles. I’ve also led reporting and revenue-operations work (SQL, Tableau, Power BI, Excel), and I’m comfortable partnering across technical and business stakeholders to turn requirements into dashboards, SOPs, and measurable process improvements.

Experience

Work history, roles, and key accomplishments

Platform Support Specialist

Terminus (DemandScience)

Dec 2020 - Feb 2026 (5 years 2 months)

Served as SME for four SaaS products, triaging and resolving escalated platform issues via Zendesk while maintaining 100% SLA compliance and strong customer satisfaction. Coordinated cross-team root-cause investigations, contributed to pre-release testing, and supported incident response with API validation and customer updates.

Zendesk Jira Postman SQL Okta Incident Management Process Improvement

Customer Support Manager

EIDR Premiere Digital Services

Sep 2020 - Nov 2020 (2 months)

Coordinated communication between customers, project managers, and developers to deliver software fixes and enhancements. Established operational workflows and used SQL for reporting, analytics, and QA testing across support systems.

Zendesk Jira Slack Postman SQL Workflows Requirements Gathering QA Testing Reporting

Operations Support Specialist

EIDR Premiere Digital Services

Nov 2019 - Sep 2020 (10 months)

Managed EIDR metadata for major partners including Apple, Google, Disney, and Universal. Supported operational workflows and troubleshooting using Zendesk, Jira, Confluence, and Postman.

EIDR Metadata Partner Operations Zendesk Jira Confluence Postman Troubleshooting

Operations Support

EIDR Premiere Digital Services

Nov 2019 - Sep 2020 (10 months)

Managed EIDR metadata for major partners including Apple, Google, Disney, and Universal and supported operational workflows. Troubleshot platform and workflow issues using Zendesk, Jira, Confluence, and Postman.

Zendesk Jira Confluence Postman Metadata Management Troubleshooting Systems Testing Requirements Gathering

Financial Reporting Analyst

Prime Healthcare

Nov 2017 - Sep 2019 (1 year 10 months)

Designed SQL queries and built interactive dashboards in Power BI and Excel to support department, physician, employee, and insurance payment reporting. Optimized report generation workflows and delivered recurring and ad-hoc reporting to executive leadership.

SQL Power BI Excel Data Analysis Reconciliations Dashboards Business Intelligence Reporting Optimization Executive Reporting

Reporting Analyst (Revenue Operations)

DaVita Rx

Nov 2015 - Nov 2017 (2 years)

Built dashboards and ad-hoc reports using SQL, Tableau, and Excel, translating business requirements into reporting tools for revenue operations teams. Created SOPs and process flow maps, coordinated the Huron TRAC system, supported UAT for Oracle/internal systems, and performed reconciliations to ensure SOX compliance.

SQL Tableau Excel Reporting Requirements Gathering SOP Development Process Mapping UAT Testing Coordination SOX Compliance

Reporting Analyst (Rev Ops)

DaVita Rx

Nov 2015 - Nov 2017 (2 years)

Built dashboards and ad-hoc reports using SQL, Tableau, and Excel, translating business requirements into reporting tools for revenue operations. Created SOPs and job aids, served as system coordinator for Huron TRAC, supported UAT for Oracle/internal systems, and performed reconciliations across systems of record to ensure SOX compliance.