harding

Provided T1/T2 technical support for Node Operators, partners, and customers across multiple communication channels (Telegram, Discord, Slack). Spearheaded the creation of a comprehensive knowledge hub using Confluence, producing over 70 support-related articles within the first year. Efficiently managed and resolved 700+ cases in the first year using Zendesk for incident tracking and Jira for escalations. Developed automation tools using Linux shell, TypeScript, and PostgreSQL, improving support efficiency. Collaborated effectively with cross-functional teams including Product, Engineering, and Solution Architects, contributing to product improvements and customer satisfaction. Monitored on-chain and off-chain analytics using Postman, block explorers, Grafana, and PowerBI dashboards.

T1 & T2 technical support to over 7,800+ internal users, located in over 31 countries. Developed and optimized automation scripts using Shell, JavaScript, and GitHub, enhancing system reliability. Facilitated the onboarding of corporate blockchain clients, providing tailored support for seamless integration. Maintaining accurate records of user interactions via ServiceNow.

T1/T2 technical support to over 76,000 internal users, located in over 762 locations. Application support for SaaS Products such as Okta, Citrix, Jira, Confluence, Cisco, Slack, etc. Created and improved articles to accelerate issue resolution, enhancing overall customer experience and reducing support response times.