Wesley Shi

I’m a technical support leader with 10+ years building and scaling development support and technical escalation functions for enterprise SaaS platforms. I architect operating models that govern how customer-reported issues move from escalation through resolution.

At ReverseLogix, I was the function’s first leader, designing the end-to-end escalation and root-cause-analysis framework when none existed. I lifted SLA attainment from 82% to 98% and sustained 98%+ CSAT, while cutting average resolution time from 96 hours to 48 hours and reducing escalations to Engineering by 60% with Freddy AI and workflow automation.

At ADP Marketplace, I built the tiered support operating model from inception (workflows, SLA framework, escalation protocols, KCS strategy) and served as the final point of technical escalation. I defined the engineering handoff process to ensure full telemetry on first pass, integrated Splunk and pipelines for real-time observability, and improved first-contact resolution by 45% while reducing new-hire ramp from 8 weeks to 4.

Across both roles, I partner closely with Engineering, Product, and executive leadership—turning recurring technical issues into roadmap priorities and delivering KPI/executive reporting dashboards as a single source of truth. I bring deep fluency in REST APIs, webhooks, OAuth 2.0, SSO, and cross-platform data flows, and I build support teams that can drive resolution without wasting engineering cycles.