At Designtalent LLC, I served as the primary technical escalation point for healthcare, government, and enterprise accounts, resolving UI, configuration, and integration failures across chat, email, and screen-sharing sessions. I reproduced edge cases, read API and JSON responses in logs, and delivered detailed Linear escalation reports that gave engineering teams complete diagnostic context.
Previously at Fecund Integrated Technology Ltd, I managed 500+ hardware, software, and network tickets, achieved a 90% first-contact resolution rate, and built a knowledge base and FAQ system that reduced incoming ticket volume by 40%. I use tools including Zendesk, grep, tail, Postman, curl, n8n, and AI-assisted workflows to diagnose issues faster while verifying every result before it reaches users.
