At VoIPTools, I diagnosed and resolved implementation and integration issues for enterprise SaaS customers, including API, connectivity, and configuration problems. I supported 100+ customer accounts while maintaining 100% SLA compliance and zero critical downtime in a 24/7 environment.
I used network diagnostics, log analysis, and SQL Server queries to investigate root causes, and created Python and Bash scripts to automate repetitive diagnostic steps. I also escalated complex issues to engineering with clear context, business impact, and recommended next steps.
I authored five technical implementation guides and more than 15 knowledge base articles, helping reduce repeat ticket volume by 30%. I also mentored junior engineers on troubleshooting methods and customer communication.
