I bring hands-on experience supporting production SaaS environments, where I managed daily technical ticket queues and handled high-impact escalations. I resolved front-end and configuration issues affecting live customer accounts, customized UI components using HTML, CSS, and JavaScript, and supported integrations across Shopify, WordPress, and BigCommerce. As a Subject Matter Expert, I became a go-to escalation point, contributed to process improvements, and helped strengthen internal documentation—improving resolution consistency and reducing dependency on engineering for repeat issues.
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