I'm looking for a remote operations role where I can solve complex problems, improve processes, investigate issues, and collaborate across teams. I'm especially interested in operations, trust & safety, technical support, QA, and platform operations roles that value documentation, analytical thinking, and continuous improvement.
Looking for a job
Courtney Jones
@courtneyjones4
Operations professional with 10 years in support, investigations, QA, process improvement, and enterprise systems for digital platforms.
United StatesWhat I'm looking for
I am a Technical Operations and Product Support professional with experience supporting digital platforms, enterprise systems, and complex operational workflows. My background combines technical troubleshooting, incident investigation, quality assurance, documentation, and process improvement to help teams identify issues, improve user experiences, and maintain reliable products.
Throughout my career, I have supported technology platforms across gaming, streaming, and enterprise SaaS environments. I have investigated account and platform issues, analyzed workflow exceptions, performed product testing, documented defects through Jira, and collaborated with internal teams and external stakeholders to improve product quality and operational efficiency.
At ADP, I supported enterprise clients utilizing complex payroll and HR technology platforms, troubleshooting system issues, managing escalations, and helping businesses successfully navigate critical workflows. At ModSquad, I provided Tier 2 operational support for digital products, conducting account investigations, policy reviews, gameplay testing, and defect reporting for client product teams.
I enjoy working at the intersection of technology, users, and operations — understanding complex problems, identifying root causes, and building better processes that improve reliability and efficiency.
Areas of focus:
• Technical Operations
• Product Support
• Application Support
• Incident Management
• Escalation Management
• QA Testing & Defect Reporting
• Jira & Case Management Systems
• Process Improvement & Documentation
• Enterprise SaaS Platforms
Experience
Work history, roles, and key accomplishments
Provided Tier 2 operational support for digital platforms, investigating account issues, incidents, and user access problems. Conducted policy reviews, safety investigations, and product testing while documenting defects through Jira. Managed high-volume queues, resolved 5,000+ tickets, created support documentation, and collaborated with product teams to improve workflows and user experiences.
Supported 12 enterprise clients using ADP’s payroll and HR platform, managing complex workflows and operational requirements for accounts representing $800K+ in annual revenue. Investigated platform issues, processing errors, and workflow exceptions while providing technical support, escalation management, documentation, and process improvements using ADP Workforce Now, SAP, PMEI, and iServe.
Supported 28 business clients using ADP’s enterprise payroll platform, providing technical support, troubleshooting, and workflow guidance. Investigated application, data, reporting, compliance, and processing issues while documenting resolutions and collaborating with internal teams. Utilized ADP Workforce Now, SAP, PMEI, and iServe to manage cases, resolve issues, and improve support workflows.
Managed high-volume telecommunications support requests, troubleshooting billing, account, product, and service issues across voice, internet, and bundled offerings. Investigated customer concerns, documented cases, maintained accurate records, and followed workflows to ensure timely resolutions while meeting quality, productivity, and service-level expectations in a fast-paced remote environment.
Education
Degrees, certifications, and relevant coursework
Georgia State University
Bachelor of Science, Psychology
2010 - 2013
Completed coursework toward a Bachelor of Science in Psychology at Georgia State University from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
75k-85k USD
Social media
Job categories
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