|
"Tech support is more than solving issues—it's about empowering users, optimizing systems, and continuously adapting to tomorrow's tech."
I build bridges between complex technology and the people who use it 🌉. With a career spanning 15+ years ⏳, I have evolved from IT hardware consulting 💻 to supporting enterprise-level API and blockchain ecosystems ⛓️.
In my recent tenure at Sage, I focused on institutional success and API performance 🚀; at TON Studio, I improved infrastructure clarity via redefining documentation 📄; and at Tatum, I mastered multichain troubleshooting and incident resolution 🛠️.
I am a lifelong learner 📚 and effective collaborator 🤝 focused on delivering clear, actionable technical solutions 🎯.
{
"technical_performance_efficiency": {
"50%_ticket_resolution_time_reduction": "Optimized internal support workflows and proactive developer engagement to accelerate issue closure.",
"1,000+_developers_supported_monthly": "Successfully resolved complex technical issues across various SDKs, APIs, and node operations.",
"90%_resolution_rate": "Consistently resolved the vast majority of B2C and B2B customer inquiries, significantly improving the overall user experience."
},
"integration_user_success": {
"100%_successful_institutional_api_transitions": "Managed seamless API integration for institutional users, ensuring zero downtime during high-stakes migrations.",
"90%+ sustained_csat_score": "Maintained a customer satisfaction rate of 90% or higher for four consecutive years through high-quality support and technical guidance.",
"zero_to_launch_developer_support": "Guided blockchain developers through transaction signing, token operations, and smart contract interactions to improve project implementation success."
},
"documentation_devops_impact": {
"reduced_onboarding_time_via_docs": "Authored technical documentation for staking, node setup, and token vesting, leading to a measurable decrease in repetitive support requests.",
"tier_1_2_multichain_expertise": "Provided expert-level troubleshooting across EVM-compatible chains, Bitcoin, and Solana, ensuring connectivity and transaction-level stability.",
"faster_cicd_delivery_cycles": "Managed DevOps tasks, including API setup and Docker-based deployments, contributing to more efficient project delivery."
},
"strategic_team_impact": {
"15+_years_of_it_problem_solving": "Leveraged a decade and a half of technical experience to lead support initiatives and streamline training for global teams.",
"scalable_knowledge_base": "Created generic code snippets and enhanced public GitHub repositories to ensure technical resources remain accessible and readable for the developer community."
}
}{
"blockchain_networks": ["EVM Chains", "TON", "TRON", "Solana", "Bitcoin", "Cosmos", "MultiverseX"],
"apis_and_development": ["REST APIs", "GraphQL", "JavaScript", "TypeScript", "Python", "PHP", "Go", "Rust"],
"infrastructure_and_devops": ["Docker", "Node Operations", "GCP", "GitHub", "CI/CD Pipelines", "Linux"],
"support_platforms": ["Freshdesk", "Jira", "ClickUp", "Slack", "Discord"],
"core_competencies": [
"Analytical problem-solving",
"Clear technical communication",
"Incident Management",
"Process optimization",
"API Troubleshooting",
"Customer-centric support"
]
}📍 Remote | May 2025 – Present
📍 Remote | March 2025 – May 2025
📍 Remote | September 2022 – March 2025
📍 UK (Remote/Hybrid) | June 2018 – April 2022
📍 Brighton & Hove | 2013 – 2018
✍️ Blockchain Network Insights