Customer-focused call centre professional with Tier 1/2 support experience, de-escalation, and clear communication. Improves first-response, reduces escalations, and shortens resolution times across high-volume phone/chat/email queues. Strong documentation habits and plain-language explanations for non-technical users.
title="Technical Support Engineer Intern (Tier 1/2)"
languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
date="Aug 2022 — Aug 2024" %}}
- Delivered **Tier 1/2 frontline support** for CI/CD and Kubernetes issues via a ticket queue, improving **first-response time by 40%** through better triage and routing.
- Performed **incident troubleshooting and root-cause analysis**; automated data capture/validation that resolved **80% of config errors** and **reduced downtime by 40%**.
- Wrote **clear, step-by-step knowledge-base articles** and troubleshooting flows that enabled Tier 1 to solve common probe issues, **cutting escalations by 30%**.
- Built a deployment **runbook** that standardized fixes and **reduced repeat contacts/tickets by 66%**; **shortened resolution time from 45 → 15 minutes**.
- Kept users informed with **concise status updates**, set expectations, and **de-escalated frustrated stakeholders** by focusing on next steps and time to resolution.
- Partnered with QA/DevOps to capture **root causes** of startup failures; implemented dynamic probes that **cut production launch issues by 50%**.
- **Provided Tier 1 and Tier 2 support**, resolving
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user-reported issues with CI/CD pipelines and Kubernetes
environments, resulting in a **40% faster average response
time**.
- **Authored clear, user-friendly documentation** that
translated complex technical processes into
step-by-step guides, **accelerating onboarding by
50%** and enabling non-technical stakeholders to
self-serve.
- **Demonstrated leadership and collaboration** by actively
contributing to **Agile** sprint planning in a 12-member team,
driving improvement in sprint velocity through
optimized task delegation and idea generation.
- **Collaborated with QA and DevOps teams** to document
root causes of startup failures in legacy systems,
implementing dynamic probes that **cut production
launch issues by 50%**.
- **Diagnosed and resolved 80% of configuration
errors** in Kubernetes deployments by automating data
fetching and validation, **reducing system downtime
by 40%** and improving reliability for end-users.
- **Reduced deployment-related support tickets by 66%**
by developing a CLI tool to automate Kubernetes
binary deployments, with documented troubleshooting
procedures that cut resolution time from 45 to 15
minutes.
- **Decreased configuration error escalations by 30%**
through dynamic probe defaults and created knowledge
base articles enabling Tier 1 support to resolve most
probe issues independently.
{{% /resume/section %}}<!--- }}} -->
{{% resume/section skills %}}<!--- {{{ -->
- **Data Entry**: 120 WPM, Microsoft 365 (Office/Excel)
- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.
-**Provided direct user support** for a live NFT analytics
-Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.
platform, resolving front-end filtering bugs and API
- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.
integration issues in real-time.
{{% /resume/section %}}
- **Developed a full-stack web application with PostgreSQL database** to analyze NFT rarity rankings, increasing market research efficiency by 80%.
- **Translated user requests into technical features**, implementing real-time PostgreSQL-powered filters that improved usability for non-technical traders.
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