
Kathaleen Johnson
@kathaleenjohnson
I resolve complex enterprise SaaS issues across GRC, APIs, data, and workflows.
What I'm looking for
At OneTrust, I resolve Level 2 and Level 3 enterprise SaaS issues affecting risk management, compliance, and data-governance workflows. I investigate RBAC permissions, automation, data visibility, and configuration conflicts across multi-tenant environments.
I partner with Product and Engineering on reproducible defect cases, using HAR files, environment replication, Datadog, and browser developer tools to diagnose system behavior. I also create knowledge-base content and SOPs that improve troubleshooting efficiency.
Previously at Placer.ai, I supported API and data operations through REST endpoints, Postman, JSON, Jenkins, and GeoJSON. My background also includes leading iOS support teams, coaching technical support agents, and resolving high-pressure broadcast operations incidents.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
OT Technology, Inc. (OneTrust)
Nov 2022 - Present (3 years 10 months)
Resolves complex Level 2 and Level 3 support issues across enterprise SaaS environments, performing deep root cause analysis and partnering with Product and Engineering teams to drive resolution of system-level issues.
Technical Support Engineer
Placer Labs, Inc. (Placer.ai)
Jun 2021 - Nov 2022 (1 year 5 months)
Investigated and resolved API-related issues, including request failures and data discrepancies, using REST endpoints and Postman. Supported geospatial platform functionality with GeoJSON data and polygon-based configurations.
Customer Care Supervisor
Conduent, Inc.
May 2017 - Apr 2019 (1 year 11 months)
Led a team of 20-30 technical support agents in a high-volume environment, analyzing performance metrics and delivering weekly KPI reporting to leadership. Provided coaching and mentoring to improve team effectiveness.
Technical Support Specialist
Conduent, Inc.
Jul 2016 - May 2017 (10 months)
Provided real-time technical support for mobile devices, troubleshooting hardware and software issues, network connectivity, and account authentication. Guided customers through advanced troubleshooting and maintained high customer satisfaction.
Registered Behavior Technician
Family Insight, P.C.
Nov 2014 - Jul 2016 (1 year 8 months)
Implemented individualized Applied Behavior Analysis (ABA) therapy plans to support behavior modification and skill development. Collected, tracked, and analyzed behavioral data using Excel-based reporting to monitor progress.
Master Control Operator
Sinclair, Inc. (WRLH Fox Richmond)
May 2012 - Nov 2014 (2 years 6 months)
Monitored and operated broadcast systems in a 24/7 production environment, ensuring seamless live programming and accurate content delivery. Diagnosed and resolved technical equipment, signal, and transmission issues in real time.
Education
Degrees, certifications, and relevant coursework
Udemy
Prompt Engineering for Beginners: ChatGPT Prompting, Prompt Engineering
Completed the Prompt Engineering for Beginners: ChatGPT Prompting course on Udemy in June 2025.
OCEG
Certified GRC Professional (GRCP), Governance, Risk, and Compliance
Earned the Certified GRC Professional (GRCP) certification from OCEG in November 2022.
Purdue Global
Bachelor of Science, Psychology
Pursued multiple degrees at Purdue Global, including a Master of Science in Information Technology, a Master of Science in Psychology, a Bachelor of Science in Psychology, and a Bachelor of Science in Technical Communication.
Purdue Global
Master of Science, Information Technology
Pursued multiple degrees at Purdue Global, including a Master of Science in Information Technology, a Master of Science in Psychology, a Bachelor of Science in Psychology, and a Bachelor of Science in Technical Communication.
Purdue Global
Master of Science, Psychology
Pursued multiple degrees at Purdue Global, including a Master of Science in Information Technology, a Master of Science in Psychology, a Bachelor of Science in Psychology, and a Bachelor of Science in Technical Communication.
Udemy
The AI Engineer Course 2025: Complete AI Engineer Bootcamp, Artificial Intelligence
Completed the AI Engineer Course 2025: Complete AI Engineer Bootcamp on Udemy in September 2025.
Udemy
Python PCEP: Entry-Level Python Programmer, Python Programming
Completed the Python PCEP: Entry-Level Python Programmer certification on Udemy in November 2025.
Purdue Global
Bachelor of Science, Technical Communication
Pursued multiple degrees at Purdue Global, including a Master of Science in Information Technology, a Master of Science in Psychology, a Bachelor of Science in Psychology, and a Bachelor of Science in Technical Communication.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Job categories
Skills
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