I've supported mission-critical fintech and B2B SaaS applications, investigating production issues through system behavior, code, logs, and database queries to minimize customer disruption.
At Q2 Digital Banking Solutions, I diagnose incidents, optimize frequently used SQL queries, communicate findings to stakeholders, and partner with engineering teams on long-term fixes. I've also identified recurring issues, improved support processes, and contributed documentation that strengthens team consistency.
Previously at Rev Worldwide, I served as the liaison between clients and internal technical teams, managed escalations, and improved customer experience through proactive support and workflow improvements.
I translate complex technical issues into clear customer communication, mentor teammates on best practices, and use SQL, troubleshooting, root cause analysis, and documentation to restore services and improve reliability.
