Open to opportunities

Wolfgang Baum

@wolfgangbaum

B2B technical support engineer specializing in Tier 3 escalation, systems troubleshooting, and customer-focused RCA documentation.

United States

Message

What I'm looking for

I’m looking for a support role where I can own Tier 3 escalations, drive root-cause resolution with engineering, and build scalable documentation and clean workflows—while delivering an exceptional customer experience through clear communication and follow-through.

I’m an experienced B2B Technical Support Specialist with 7+ years managing Tier 3 escalations, troubleshooting hardware/software, and educating end users to resolution. I’ve supported enterprise and SMB business clients by coordinating internal teams and owning complex SaaS and infrastructure issues end-to-end.

At Wowza Media Systems, I resolve incidents using Zendesk, Jira, HubSpot, and Slack, and I identify root causes through logs, memory dumps, HAR files, and REST API error analysis. I collaborate with engineering, QA, and DevOps to reproduce bugs in AWS EC2, Docker, and SSH environments, and I build internal RCA documentation plus public-facing knowledge base content to scale clean support workflows.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Wowza Media Systems

Jul 2022 - Present (3 years 11 months)

Managed Tier 3 escalations from BPO and internal support teams, resolving complex SaaS and infrastructure issues. Performed log/memory-dump/HAR analysis, coordinated with engineering to reproduce bugs in AWS EC2/Docker/SSH environments, and maintained RCA documentation and knowledge base articles.

Zendesk Jira Log Analysis AWS EC2 Docker Knowledge Base Writing

Advanced Computer Technician

ABBTECH

Feb 2022 - Jan 2023 (11 months)

Delivered enterprise-level technical services for major accounts, including Dell and UMB Financial. Deployed and imaged PCs, integrated workstations into business domains, and ensured secure data transfers while providing high customer satisfaction.

Imaging Windows Administration Customer Support Troubleshooting Enterprise Support Client Communication

Technical Support Engineer

Fortify ITS

Jan 2022 - Jun 2022 (5 months)

Installed and supported Ubiquiti network hardware including PoE switches, gateways, access points, and IP cameras. Provided Tier 2+ support for business clients and managed Microsoft Exchange, cloud infrastructure, and domain servers across multiple SMBs.

POE Switches Tier 2 Support Microsoft Exchange Server Cloud Infrastructure Troubleshooting Onsite Support Remote Support

Technical Support Engineer

Independent IT Contracting

Nov 2020 - Feb 2022 (1 year 3 months)

Built and deployed custom home office and network systems with VoIP readiness and smart home integration. Configured NAS/Plex servers and small business firewalls, optimized remote access and security policies, and delivered repair/upgrade support following safety protocols during COVID.

NAS Configuration Plex Server Support Remote Access Troubleshooting

Level IV Computer Technician

Intel Corporation

Jan 2020 - Jul 2020 (6 months)

Imaged and deployed Windows/Linux OS builds for Intel production environments across desktops, laptops, and NUCs. Supported secure server maintenance and integration, including domain/GPO management, stress testing, and security compliance.

Windows Server Active Directory Secure Server Support Security Compliance Domain Management Troubleshooting

Lead Computer Technician

uBreakiFix

Mar 2017 - Mar 2018 (1 year)

Led computer repair operations and served as the escalation point for technical and customer-facing issues. Streamlined repair workflows and trained staff to improve turnaround and client satisfaction.