Mayowa Bodunwa

Cleared 400+ ticket backlog on Pylon, improved assignment workflows, and integrated Linear for streamlined tracking. Authored 10+ KB articles and launched a Notion wiki for self-service. Delivered frontline SQL support, resolving daily issues and escalating complex cases to engineering.

Reduced average response times to under 30 mins by streamlining workflows and integrations across Intercom and Freshworks. Built automated workflows with Intercom APIs, AWS Lambda, and API Gateway, boosting CSAT from 2.1 to 4.13 in 4 months. Integrated Freshworks/Intercom with Slack, added CSAT tracking via InMoment, and was promoted to Lead Customer Support Engineer

Maintained 92% CSAT with 60+ five-star ratings while handling 3x peer ticket volume. Authored 20+ support articles to improve knowledge sharing. Built a Zapier integration for tracking documentation contributions and automated reporting. Recognized with the "Friend of the Field" award for supporting sales teams.

Build IaC templates for IPv6 environments, reverse engineered and refactored Terraform code.

Completed a Cloud DevOps Nanodegree, which included training in cloud infrastructure, CI/CD pipelines, and automation tools, enhancing skills in deploying and managing cloud applications.

Studied Computer Engineering, focusing on the principles of computing, software development, and hardware systems. Gained practical experience through projects and hands-on learning.