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Mason Kane

@masonkane

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Technical Support Analyst skilled in SQL, troubleshooting, and SaaS application support.

United States

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What I'm looking for

I seek a technical support role where I can leverage SQL and SaaS troubleshooting to solve complex incidents, collaborate with engineering, and contribute to knowledge base and service improvements in a mission-driven organization.

I am a Technical Support Analyst and Computer Programming graduate with hands-on experience diagnosing complex data discrepancies, owning cases end-to-end, and collaborating with engineering teams to resolve software defects. I combine strong SQL and relational database logic with practical SaaS platform support to ensure reliable production environments.

I have worked in 2nd-line support and data-specialist roles analyzing Transportation Management System data, documenting known issues, and improving incident response through clear technical documentation and root cause analysis. I seek to apply my technical troubleshooting, scripting, and communication skills to support mission-critical software in higher education or similar sectors.

Experience

Work history, roles, and key accomplishments

Current

Technical Analyst

Current

Waylanders

Nov 2025 - Present (2 months)

Investigate and diagnose complex inventory and routing incidents as a 2nd-line support role, escalate confirmed software defects with reproduction steps, and document known issues to improve response times.

SQL Incident Management Root Cause Analysis Ticketing Systems SaaS Support Technical Documentation Escalations

Data Specialist

Waylanders

Jul 2025 - Nov 2025 (4 months)

Performed high-volume TMS data analysis and resolved connectivity and status conflicts between integrated systems to minimize downtime.

TMS Systems Data Analysis SQL Connectivity Diagnostics Data Integrity Production Support

Consumer Experience Advocate

Alta Resources

Feb 2024 - Jul 2025 (1 year 5 months)

Managed sensitive client cases focused on delivering positive experiences and collaborated with internal teams to resolve escalated disputes under pressure.

Customer Experience Case Management Escalations Conflict Resolution Documentation

Technical Support Specialist

Alta Resources

Nov 2023 - Feb 2024 (3 months)

Owned customer cases for SaaS tools and proprietary hardware, diagnosed root causes to distinguish user error from platform bugs, and escalated issues with detailed case notes.

SaaS Support Ticketing Systems Root Cause Analysis Customer Support Escalations Troubleshooting

Kitchen Supervisor

Baked Pizza

May 2022 - Apr 2023 (11 months)

Managed operational workflows and inventory logic to ensure efficiency in a fast-paced kitchen environment.

Inventory Management Workflow Optimization Team Supervision Process Improvement Time Management

Education

Degrees, certifications, and relevant coursework

Florida SouthWestern State College

Associate of Science, Computer Programming and Analysis

AS in Computer Programming and Analysis with coursework in relational database design, systems analysis and C# programming; focused on SQL database management and data integrity.