• Drove 92% Customer Satisfaction by efficiently resolving complex issues with a deep tech toolkit (curl, Postman, browser dev tools).• Unraveled complex issues as an API Debugging Expert, Database Detective, and Web Browser Wizard (expertise in Mezmo, Bugsnag, ScoutAPM,Metabase).• Championed Collaborative Problem-Solving: Facilitated swift resolutions by asking customers and teammates insightful questions.• Achieved a 97% Resolution Rate by optimizing issue tracking, significantly improving team productivity.• Empowered Knowledge Transfer (25% Faster Resolution): Documented solutions and procedures (Confluence) to streamline knowledge sharing.• Automated 40% of Weekly Tasks: Created scripts that saved the team 40% of their weekly work hours.• Managed Multiple Cases Efficiently: Handled multiple open cases seamlessly, ensuring smooth handoffs to Tier 3 engineers.• Optimized Workflow for Efficiency (30% Faster Resolution, 25% Higher Satisfaction): Implemented a revised Kanban board within our Jiraticketing system, resulting in a 30% reduction in issue resolution time and a 25% increase in customer satisfaction.

• Championed World-Class Support: Maintained a swift turnaround with a response time of under 6 hours, resolving complex technical issues forleading SaaS companies and enhancing end-user satisfaction through meticulous diagnostics.• Resolved Complex Inquiries (800+ Tickets/Month): Effectively diagnosed and resolved technical issues for issuers and recipients, including APIrequests, bug escalations, and 3rd-party integrations, maintaining a high user satisfaction rate.• Optimized Documentation: Enhanced internal procedures and developed user-friendly guides, leading to a 15% reduction in user onboarding time.• Proactive Communicator: Fostered transparency and synchronized operations by maintaining clear communication across all departments and withAccredible users.• Technical Expertise: Utilized proficiency in Hubspot, Postman, Sendgrid, LogDNA, etc., to manage integrations, troubleshoot issues, and draftreports.• Boosted Team Productivity: As a proud member of the Accredible Happiness Crew, I actively collaborated with Google Cloud, Skillsoft, McGraw-Hill,and other renowned partners, contributing to a positive and productive team environment.

• Reduced Daily Ticket Volume by 20-30% during Goldbelly's peak holiday season (1,000+ daily tickets) through efficient issue resolution.• Boosted Customer Satisfaction by 30% Over 6 Months by consistently delivering exceptional service with a 95% resolution rate within 24 hours.• Leveraged Zendesk & Salesforce CRM to effectively manage high ticket volume, collaborate seamlessly across platforms (Slack, Social Media) withteammates, and de-escalate customer concerns with professionalism.• Multitasking & Problem-Solving Expert: Resolved 150-200 daily tickets while adhering to company protocols, consistently exceeding customerexpectations.• Collaborative & Effective Communicator: Utilized various communication channels (Slack, Social Media) to collaborate with teammates and ensuretimely ticket resolution.• Efficient Issue Escalation: Identified and escalated complex issues (reshipments, billing, technical) to the Loop Support Resolution Team for furtheraction.

∙Monitoring & restricting access to controlled areas via Alarm Control Panel; enforcing Integrated Defense measures of Air Force’s Priority Level 2 resources∙Investigated larceny cases resulted in recovering over $1200 in stolen merchandise with a 100% conviction rate∙Performed Armory Assistant duties; controlling $5.5M in weapons/equipment/ammo with 100% accountability with no discrepancy∙Controlled entry/exit of 45K vehicles/personnel & 15K visitors monthly at JBSA Lackland including 2 annexes; mitigating all security threats to maintain peace & order∙Responded to and investigated unannounced alarm activations, incidents, criminal offenses, and traffic mishaps/accidents; resulting in 100% de-escalation

∙Provided confinement/rehabilitation for 20+ pretrial court-martialed military inmates; supporting the largest Joint Base in the Department of Defense∙Trained 10+ personnel on escort procedures allowing for 10 successful escort missions while maintaining the safety of 54K base personnel∙Preserved order and security integrity with 24/7 monitoring & conducted inspections/headcounts; maintaining 100% accountability at all times∙Processed controlled medication for 20+ inmates & maintained current information and official files daily