Looking for a job

Kathaleen Johnson

@kathaleenjohnson

Message

I resolve complex enterprise SaaS issues across GRC, APIs, data, and workflows.

United States

Message

What I'm looking for

I'm looking to solve complex enterprise SaaS, API, data, and platform issues while partnering with Product and Engineering to improve customer outcomes, documentation, and support operations.

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

Current

Technical Support Engineer

Current

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.

SaaS Platforms Root Cause Analysis RBAC Workflow Automation Data Governance Datadog Chrome DevTools AI Tools Copilot Chatbot AI Governance Knowledge Base Development SOPs Technical Documentation Enterprise Customer Support SLA Management Escalation Management

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.

REST APIs API Troubleshooting JSON Postman Jenkins GeoJSON Data Analysis Internal Documentation Troubleshooting

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.

Team Leadership Performance Metrics KPI Reporting Coaching Mentorship Technical Troubleshooting Customer Experience

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.

Mobile Device Support hardware troubleshooting Software Troubleshooting Network Diagnostics WiFi Mobile Data Bluetooth Apple ID Email Configuration IMAP POP Device Restore Backup And Recovery 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.

Applied Behavior Analysis Behavior Modification Data Collection Data Analysis Excel Treatment Planning

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.

Broadcast Systems Live Programming Technical Troubleshooting Signal Transmission Incident Management High Pressure Operations

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.