● Provided expert technical support to high-revenue enterprise clients, ensuring smooth operations and prompt issue resolution.● Diagnosed and resolved complex API integration issues with Zapier, Docusign, and other third-party applications to automate client workflows.● Managed escalations, coordinating with engineering to resolve bugs, implement workarounds, and update clients.● Monitored system performance using Datadog, identifying and resolving issues before they impacted clients.● Handled customer support tickets via Zendesk, ensuring SLA compliance and delivering timely solutions to technical issues.● Troubleshoot email deliverability problems using SendGrid, improving IP reputation, reducing bounce rates, and addressing SMTP challenges.● Led communications with internal teams and clients during major incidents and scheduled maintenance, ensuring clear updates and minimal disruption.● Collaborated with engineering and product teams to escalate issues and implement fixes, driving product improvements.● Developed and maintained technical documentation to streamline troubleshooting and knowledge sharing.

● Translated business requirements into scalable, manageable solutions, creating design specifications and selecting the best-fit marketing technology tools.● Evaluated and implemented technology options, including proof of concepts, to align systems with specific business needs.● Designed and maintained marketing automation platforms (ActiveCampaign, HubSpot) and integrated systems using No/Low-Code API solutions (Zapier, Make, Airtable), streamlining data flow and improving process efficiency.● Led the execution of email and SMS campaigns, optimizing template design, list segmentation, and lead nurturing workflows to boost conversions.● Monitored key performance metrics, generating actionable insights to enhance campaign effectiveness and inform data-driven decision-making.● Developed requirements documents, project plans, and process diagrams, ensuring smooth knowledge transfer and operational continuity for clients.● Delivered weekly client reports, providing technical insights, performance metrics, and strategic recommendations for ongoing optimization.

●Acted as the primary liaison between offshore development teams, business partners, and IT Service Owners, enhancing communication across all parties.● Facilitated the collection of client requirements using Agile methodologies, recommending process improvements and best practices.● Translated high-level requirements into actionable, functional specifications for development teams, ensuring clarity in execution.● Created process models, diagrams, and user stories in Jira.● Planned and coordinated user acceptance testing (UAT), defining test scenariosand documenting results to validate system functionality and user needs.● Monitored application performance and security, implementing proactivemeasures to mitigate risks and ensure stability and reliability.● Forecasted and prioritized capital infrastructure expenses (hosting, network,databases, servers) to optimize resource allocation and align with strategic goals.