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Zachary Kelly

@zacharykelly

I lead technical support operations, resolve critical incidents, and improve system stability through SQL automation and client delivery.

United States

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What I'm looking for

I'm looking to lead technical support, incident management, system stability, automation, and client delivery initiatives while collaborating closely with engineering and infrastructure teams.

At Unlimited Systems, I led Tier 2 support for 110 customers, managing six specialists, escalations, ticket priorities, and roughly 3,000 monthly tickets across desktop, server, and application environments.

I've completed server migrations, led client implementation projects, maintained server performance, and built SQL jobs for automation and reporting. I work closely with engineering, infrastructure, and development teams to improve products, support incident workflows, and document technical solutions.

Earlier, I supported Kroger's 92-store EDGE innovation project through SQL validation, pricing issue resolution, Azure migrations, hardware deployment, and store training. I also supported dealership software and inventory-management users through technical troubleshooting, client training, and quality assurance testing.

Experience

Work history, roles, and key accomplishments

Lead Technical Support Analyst

Unlimited Systems

Feb 2024 - Apr 2026 (2 years 2 months)

Promoted to Lead Technical Support Analyst for 110 of 130 customers. Led a team of six Tier 2 support specialists, resolving ~3000 tickets per month and managing escalations, ticket prioritization, and workload distribution. Improved support processes, delivered increased server performance, completed ~20 server migrations, led 20 client projects, and helped achieve 95% customer retention.

ServiceNow Jira Confluence SQL PowerShell Project Management Team Leadership Escalation Management Process Improvement Automation Server Migration Customer Retention Onboarding Training Documentation

Technical Analyst

Unlimited Systems

May 2021 - Feb 2024 (2 years 9 months)

Technical Analyst for 110 of 130 customers. Acted as Tier 2 support specialist for desktop, server, and application environments. Helped achieve 95% customer retention, completed 40-50 server migrations, delivered automation and reporting using SQL Jobs, and resolved daily customer issues using SQL queries and stored procedures.

SQL Stored Procedures Server Migration Automation Reporting Security Compliance Onboarding Training

Operations Analyst

Brooksource – Kroger

Nov 2018 - May 2021 (2 years 6 months)

Promoted to Operations Analyst for Kroger EDGE project. Managed 92 store innovation project, implemented tests for maximizing ad revenue, created SQL queries to validate data and solve pricing issues, trained repair technicians, and executed migration of EDGE stores to Azure cloud-based solutions.

SQL Azure Cloud Migration Project Management Training Data Validation Pricing Analysis

Hardware Assembler and Installer

Brooksource – Kroger

Jan 2018 - Nov 2018 (10 months)

Hardware Assembler and Installer for Kroger EDGE. Assembled and maintained hardware for 92 store innovation tests.

Hardware Maintenance Installation

Client Technical Analyst

CDK Global

Jan 2017 - Dec 2017 (11 months)

Client Technical Analyst for customer base of car dealerships. Resolved issues related to the sales and finance process and trained clients on software use and basic troubleshooting.

Technical Support Troubleshooting Training Clients Sales Processes

Client Project Services Representative

Thoroughbred Software International

Jun 2016 - Jan 2017 (7 months)

Client Project Services Representative for sporting goods industry. Resolved issues for end users related to inventory management and executed quality assurance testing.

Inventory Management Quality Assurance end user support