- Collaborated with engineering team in weekly meetings, representing the support department to prioritize bug fixes and product enhancements stemming from evidence-based analyses of severity and impact.- Optimized workflows with the creation of custom Jira dashboards and filters using JQL, leading to improvements in response time for bug identification and resolution.- Developed and delivered an extensive training program covering enterprise software and connected access control offerings, utilizing hands-on exercises and formal presentations alongside live coaching during support calls.- Provided real-time troubleshooting assistance for support staff dealing with enterprise software and access control issues, and hosted office hours to facilitate further education.- Utilized a combination of test accounts, internal troubleshooting tools, and application logs to conduct issue investigations and create detailed engineering tickets with the findings.

- Identified knowledge gaps between teams and conducted outreach initiatives and presentations to address them, enhancing interdepartmental understanding of enterprise software and processes.- Spearheaded the creation of a comprehensive written support process for the commercial team where none previously existed. Developed tailored workflows, templates, and a dedicated inbox, and provided hands-on training for staff on the newly established processes and policies.- Leveraged pre-defined SQL queries and other purpose-built tools to expedite solutions for challenging cases, reducing resolution times during peak periods. Access to these resources was typically reserved for more advanced roles, but an exception was made in recognition of my proven skills and ability to deliver results under pressure.- Provided technical expertise on enterprise software solutions during critical sales calls, advising prospective clients on requirements, solutions feasibility, and alternatives to drive informed decision-making.- Facilitated the establishment of a dedicated collaboration channel between our team and a subsidiary, breaking down communication barriers and fostering the transfer of specialized knowledge.

- Tenure marked by outstanding performance in phone support and efficiency metrics and a proactive approach to process enhancement that resulted in a knowledge base contribution award.- Served as escalation coordinator for team of 6, collaborating with specialist teams to facilitate consistent, high-level performance and streamline cross-team communication.- Mastered product documentation and internal resources to fill in for subject matter experts on customer-facing web and mobile platforms, providing troubleshooting strategies and messaging guidance for peers.- Utilized event and audit logs to diagnose and troubleshoot issues across a wide array of connected devices, such as thermostats and security panels.- Proactively adopted HTML to format and enhance plain text support tickets, boosting clarity, efficiency, and information density and providing an improved customer experience.-Volunteered for a critical review project, auditing dozens of outdated support articles against recent release notes, and leading to significant updates in customer-facing support documentation and a reduction in related support inquiries.- Leveraged an extensive understanding of written support and policy guidelines to mentor new peers, serving as an informal leader and enabling countless successful issue resolutions.