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william pelino

@williampelino

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I resolve enterprise healthcare software issues and improve support through technical documentation and coaching.

United States

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What I'm looking for

I'm looking to apply my healthcare SaaS support, escalation ownership, troubleshooting, documentation, training, and cross-functional collaboration experience to improve customer outcomes and product support.

I've supported enterprise healthcare software for hospitals and health systems at TeleTracking Technologies, owning Tier 2 incidents, escalations, production issues, and customer-impacting outages.

I troubleshoot with SQL SELECT queries, Windows Services, IIS, application logs, Bomgar, configuration validation, and HL7 message analysis. I translate complex issues into clear customer communication and partner with Product, Development, QA, Professional Services, Customer Success, and Support on durable solutions.

I created 500+ support and knowledge resources used by 10,000+ customers and 200+ employees, maintained 100% customer satisfaction with an 84% same-day resolution rate, and trained approximately 30 Technical Support Engineers.

Experience

Work history, roles, and key accomplishments

Digital Content Manager

TeleTracking Technologies

Mar 2022 - Jul 2026 (4 years 4 months)

Created and maintained 500+ troubleshooting, knowledge, and support resources used by more than 10,000 customers and 200+ employees, improving self-service and support readiness. Partnered with Product, Development, QA, Professional Services, Customer Success, and Technical Support on product readiness, implementation support, workflow changes, and customer-impacting issues.

Knowledge Management Intercom Jira Confluence Product Testing Customer Support Process Improvement