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Courtney Jones

@courtneyjones4

Operations professional with 10 years in support, investigations, QA, process improvement, and enterprise systems for digital platforms.

United States

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What I'm looking for

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.

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

Customer & Technical Support

ModSquad

Nov 2020 - Mar 2025 (4 years 4 months)

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.

Technical Support Operations Support Incident Management Quality Assurance Product Testing Bug Reporting Jira Account Investigation Policy Enforcement Documentation Case Management Workflow Optimization

Payroll Solutions Specialist

ADP

Jun 2019 - Jan 2020 (7 months)

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.

Enterprise Support Technical Support Operations Incident Management Escalation Management Root Cause Analysis Workflow Optimization Case Management Documentation ADP Workforce SAP Process Improvement

Payroll Support Representative

ADP

Aug 2018 - Jun 2019 (10 months)

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.

Customer Operations Technical Support Troubleshooting Case Management Enterprise Systems Documentation Workflow Management client support Problem Solving ADP Workforce SAP Enterprise Support

Customer Service Representative

IBEX Global

Sep 2017 - Jan 2018 (4 months)

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.