Rowan Walker

Served as primary relationship owner and technical advisor for 10 enterprise accounts, retaining customers at risk of churn through proactive CI/CD escalation management and structured root cause investigations. Advised DevOps leadership on architecture improvements that reduced recurring failures and collaborated cross-functionally with product and engineering to drive faster resolutions and plat

Led development of an AI-powered internal support platform for thousands of employees, aligning stakeholders to deliver the initiative on time and within scope. Built scalable documentation and feedback systems that improved internal resolution speed, translating frontline support needs into product requirements.

Owned support operations and customer experience strategy for 3,000+ developers across mobile CI ecosystems. Coordinated high-severity incident response with engineering and operations, designed onboarding frameworks to reduce time to productivity, and reduced recurring escalations through structured root cause analysis.

Acted as the primary technical contact for enterprise IoT clients, resolving production issues through deep log analysis and close collaboration with engineering. Partnered with firmware and backend teams to isolate defects and improved validation/diagnostic documentation to reduce repeat escalations and strengthen platform reliability confidence.

Led manual and automated testing initiatives across mobile and desktop products with a global user base to prevent high-impact defects from reaching production. Designed a defect prioritization framework adopted across teams, improving resolution speed and reducing customer-facing incidents through rigorous reproduction and verification with engineering.

Resolved high-complexity enterprise escalations across mobile security products while maintaining client relationships in technically challenging situations. Authored troubleshooting guides that reduced repeat ticket volume and channeled detailed customer feedback into defect prioritization.

Supported enterprise-wide technology operations in a regulated healthcare environment, coordinating large-scale mobile device rollouts with minimal disruption. Developed asset tracking and inventory systems to improve IT operational visibility and provided clear, patient technical support to internal stakeholders navigating complex issues.

Managed wireless infrastructure and enterprise accounts supporting 17,000+ users in a complex corporate environment. Led device migration and rollout programs by coordinating vendors, IT leadership, and executive stakeholders with competing priorities.

Completed a UX/UI Design certificate program at UC Berkeley Extension.

Earned a Bachelor of Science in Psychology from Saint Mary's University.