At ImprovMX, I resolve deliverability, DNS, account, and billing issues for an email forwarding and Remote SMTP relay SaaS platform. I've investigated SpamAssassin false positives, IP blocklist escalations, and DKIM, SPF, and DMARC misconfigurations across reputation, filtering, and DNS layers.
I lead trust and safety investigations spanning phishing, card testing, and coordinated account abuse. I've coordinated takedowns across phishing clusters of more than 1,000 domains and handled multi-account fraudulent chargeback cases while maintaining high-quality customer support.
I also ship dashboard and marketing-site improvements, write Help Center guides and technical documentation, and configure Intercom Fin AI guidance to improve tier-one support deflection. I collaborate with engineering through Linear, Sentry, and Grafana to triage product and infrastructure issues.
My background includes TikTok Ads customer support, content and advertising policy audits at ByteDance, and Laravel web application development at Yoorika. I bring a practical full-stack perspective to support operations, combining technical investigation with clear customer communication.
