Open to opportunities

Keith Guinn

@keithguinn

Message

Escalation-focused technical support specialist for SaaS integrations and incident resolution.

United States

Message

What I'm looking for

I’m looking to support enterprise customers through technical incident management and resolution. I want to manage high-severity escalations, communicate clearly during time-sensitive events, and drive prevention through root-cause documentation and follow-through.

I’m an escalation-focused support professional experienced managing high-severity situations, coordinating stakeholders, and communicating clearly during time-sensitive incidents. I bring a precision-first mindset shaped by regulated environments where accountability and trust matter.

In hands-on troubleshooting, I’ve investigated and resolved failures across frontend, backend, and third-party SaaS integrations—especially authentication, APIs, payments, and DNS infrastructure. I integrated and debugged Stripe payment workflows (webhooks, checkout events, failure handling), implemented transactional email delivery with the Resend API, and configured Cloudflare DNS, SSL, and routing. I also reproduced issues, isolated failure points, and documented root causes and resolution steps to prevent recurrence.

My background in clinical, school, and dialysis social work strengthened my ability to stay organized under pressure and communicate complex information to non-technical audiences. I’ve served as an escalation point for urgent incidents, triaged issues to determine severity and response paths, and delivered real-time updates while maintaining structured documentation for accountability and prevention.

Experience

Work history, roles, and key accomplishments

Current

Clinical Social Worker Intern

Current

Elements of Motivation

Jan 2025 - Present (1 year 4 months)

Managed high-risk situations with ownership through resolution in time-sensitive conditions, coordinating stakeholders to address complex service issues. Communicated complex information to non-technical audiences and maintained structured documentation to support accountability.

Crisis Intervention De escalation Documentation

School Social Worker

Clark County School District

Aug 2024 - Jun 2025 (10 months)

Served as escalation point for urgent incidents, triaging issues to determine severity and appropriate response paths. Provided real-time stakeholder updates and developed standardized response plans for recurring problems.

Triage Escalation Management Case Documentation Coordination

Dialysis Social Work Intern

U.S. Department of Veterans Affairs

Aug 2022 - May 2023 (9 months)

Worked in a highly regulated environment, maintaining accuracy and confidentiality while coordinating across medical teams for continuity of service. Analyzed contributing factors in critical situations and implemented preventative steps.

Confidentiality Care Coordination Root Cause Analysis Critical Incident Support

Technical Incident Support

Personal SaaS Project

Investigated and resolved failures across frontend, backend, and third-party SaaS integrations, reproducing issues and documenting root causes to prevent recurrence. Integrated and debugged Stripe payment workflows, implemented transactional email with Resend, and configured Cloudflare DNS/SSL and OpenAPI-based requests.

REST APIs OpenAPI Resend API Cloudflare