At Lightspeed Commerce, I supported customers using the R-Series, C-Series, and E-Series SaaS platforms across POS, eCommerce, payments, inventory, and business management. I investigated incident root causes and provided practical solutions, escalating evidence-backed bug reports when issues needed Level 3, Product, or Development support.
I used Zendesk, Intercom, Jira, Slack, and Datadog logs to investigate cases, and Google Looker to analyze support and product usage data. I owned incidents from first contact through resolution and contributed to internal documentation and process changes.
At Dimension Data (NTT), I provided first-line support for enterprise clients using ServiceNow and 4ME, documenting and resolving incidents within agreed SLA timeframes. Earlier, at Lantel Networks and West Foster Developing Company (Real Estate), I supported users, networks, and day-to-day IT operations.
