At Xperts, I deliver L1/L2 support for customer applications, investigate Azure and Heroku Redis incidents, and lead root-cause analysis for critical issues. I also support internal IT, Microsoft and Slack administration, client scoping, and production WordPress updates.
Previously at Crowdbotics, I was promoted to Technical Support Lead, where I hired, trained, and led a four-person team. I built escalation, triage, onboarding, coverage, and quality processes, including migrating support intake from Slack to Jira Service Desk.
At Wirecard, I supported Issuing Banking and Prepaid Card applications for banking customers for more than seven years. I owned incident, problem, and change management, coordinated production changes and vendors, and drove preventive measures for major incidents.
