Ian Hutchinson
@ianhutchinson
Senior technical support specialist driving faster resolution and stronger engineering–support collaboration.
United StatesWhat I'm looking for
I am a Senior Technical Escalation Specialist with over a decade of call-center and SaaS support experience, focused on resolving complex technical issues and improving customer satisfaction. I specialize in creating standardized playbooks, authoring clear Jira tickets, and partnering with engineering to reduce bug lifecycles and backlog volume.
At LinkedIn Learning I cut average email response time by 50%, reduced the Jira backlog by 75% through strategic ticket re-allocation, and built internal knowledge resources including a custom AI language model trained on documentation. I thrive in high-pressure environments, mentor teammates on product troubleshooting, and am eager to apply my skills to elevate technical support operations.
Experience
Work history, roles, and key accomplishments
LLManaged and resolved complex technical escalations, reduced average email response time from 48 to 24 hours, and created internal playbooks and a custom AI language model to standardize troubleshooting and improve resolution efficiency.
LLManaged engineering workflows and Kanban boards across five products, audited Tier-2 escalations to reduce unnecessary engineering involvement, and created standardized support procedures to improve SLA performance and backlog flow.
LLResolved advanced Tier-2 technical issues, authored actionable Jira tickets and support playbooks, and conducted analyses to identify root causes that significantly reduced queue volume and improved retention.
Technical Support Specialist
Lynda.com
Aug 2010 - Jul 2015 (4 years 11 months)
Provided phone and email support for consumer and enterprise customers, diagnosing and resolving browser, connectivity, authentication, playback, and LMS integration issues and escalating verified bugs to engineering.
Education
Degrees, certifications, and relevant coursework
VCVentura College
Associate of Arts for Transfer, Music
2000 - 2002
Completed an Associate of Arts for Transfer in Music, focusing on foundational music studies and preparation for transfer to a four-year institution.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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