DeAndre Harris

• Languages & Frameworks: Ruby, Ruby on Rails, Go, JavaScript, Vue.js; PostgreSQL, MongoDB; REST and GraphQL APIs; Bash, shell scripting.
• Cloud Infrastructure: GCP, AWS; CDNs, DevOps, CI/CD pipelines, Kubernetes; serverless computing.
• Systems Knowledge: iOS, Windows, Mac, and Linux systems; MDM deployments, endpoint management; Parallels, Docker, VMWare; Puppet, Ansible.
• Networking and Security: Subnets, routing, DNS, TCP/IP, VPNs, firewalls; Azure Active Directory, OAuth2, OIDC, SAML.
• Other Tools: CRMs (Salesforce, HubSpot, Pipedrive); CDPs (Segment, Klaviyo); CDWs (BigQuery, Snowflake, Redshift); Logging & Monitoring (Elastic Stack, Datadog, New Relic); Support platforms (Zendesk, HelpScout, Intercom); SDLC & project management (Jira, GitHub, GitLab, Linear); Automation platforms (Zapier, N8N, Pipedream, Retool).

• Enterprise Technical Expertise: Demonstrated expert knowledge of complex technical systems, a reliable go-to expert for both customers and internal teams. Capable of diving into code, monitoring dashboards, and querying databases to find and implement solutions.
• Incident Management: Experience in managing and resolving technical incidents, with a focus on minimizing impact on customer experience.
• Root Cause Analysis: Expert in diagnosing and solving complex technical issues, with a focus on engineering long-term solutions.
• Customer-Centric: Enhanced customer experiences through empathetic support and actionable solutions.
• Collaborative: Experienced in working closely with cross-functional teams to drive product improvements and resolve technical challenges
• Continuous Learner: Committed to personal and professional growth, continuously seeking to improve technical skills and product knowledge.
• Technical Writing & Documentation: Skilled in creating and improving technical documentation, policies, and processes to enhance team efficiency and product reliability.

Tailscale, Inc. Support Engineer · Apr '23 - Jan '24

• Optimized Customer Satisfaction: Achieved a 93% first-contact resolution rate for complex DNS and networking issues through expert troubleshooting and log analysis.
• Steered Product Improvements: Closely collaborated with Customer Success, Sales, and Engineering teams to address user concerns, directly enhancing product performance and customer experience.
• Increased Technical Stability: Orchestrated the implementation of comprehensive QA and escalation processes, collaborating closely with Engineering to identify and rectify technical issues.

MagicBell, Inc. Founding Support Engineer · Apr '22 - Aug '22

• Led the development and execution of customer support strategies using SupportBee, Intercom, and Slack, achieving a 30% increase in customer satisfaction by promptly addressing queries and implementing feedback within the first three months.
• Authored comprehensive documentation and instructional videos, boosting user adoption and making it the preferred notifications platform, evidenced by a 50% increase in user engagement.
• Championed agile methodologies to expedite the integration of customer feedback into product development, resulting in a 40% improvement in product reliability and a 30% increase in positive customer feedback.

DNSimple Corp. Technical Support Specialist · Dec '20 - Mar '22

• Strengthened CRM Systems: Strategically overhauled CRM and support documentation systems, leading to a 40% improvement in information accuracy and a 25% boost in support process efficiency.
• Technical Troubleshooting: Resolved customer inquiries via email, achieving a 97% customer satisfaction rating by delivering prompt and clear solutions.
• Transformed Customer Loyalty: Led customer success calls, enhancing client engagement and contributing to a 30% increase in customer loyalty and retention through personalized interaction.
• Acted as a crucial intermediary between support and development teams, enhancing issue resolution efficiency by 20% and facilitating the timely addressing of critical technical problems impacting user experience.
• Content Creation: Contributed to the company blog with posts on troubleshooting techniques and product features, improving customer engagement and product understanding. (example 1, example 2)

GitLab, Inc. Support Engineer · Apr '18 - Oct '20

• Technical Support Excellence: Resolved customer issues through email and video conferencing, achieving high satisfaction ratings by promptly addressing complex technical challenges across diverse operational environments, impacting over 3,000 customer interactions positively.
• Pioneered Product Updates: Spearheaded initiatives with the Product and Development Teams to identify and implement over 10 product updates based on customer feedback, enhancing product functionality and customer satisfaction.
• Support Process Automation: Leveraged advanced knowledge of APIs, CI pipelines, JavaScript, and scripting to automate processes for scale, improving customer response times by 90% and reducing processing time by over 50%. (example 1, example 2)
• Emergency Support System Revamp: Enhanced emergency support system through development of a 24/7 on-call rotation strategy, ensuring a 40% improvement in incident resolution times for both Self-managed and SaaS customers during critical outages.
• Enhanced the support team's capabilities by actively participating in the hiring process, leading to the addition of 5 highly skilled Support Engineers, and implemented workflow improvements that increased customer issue resolution efficiency by 20%.

SurveyGizmo Technical Support Team Lead· Jan '17 - Apr '18

• Team Development Leadership: Directed the professional growth of six Technical Support Specialists, employing targeted training and comprehensive review systems to achieve a 40% improvement in team skill levels and a 30% increase in efficiency.
• Innovative Onboarding Strategy: Crafted and implemented new onboarding and training tools from a remote-first perspective, including a custom Trello board and an email drip campaign, which streamlined the ramp-up process, reducing time to full productivity by 50%.
• Exceptional Customer Support: Managed escalations and provided top-tier support, which contributed to a 35% increase in customer satisfaction ratings by providing timely, accurate problem-solving and fostering positive internal and external relationships.

Customer.io Technical Support Specialist · Feb '16 - Sep '16

• Resolved an array of technical inquiries through email and phone, achieving an average customer satisfaction score of 97%, through prompt, knowledgeable, and efficient support.
• Enhanced user engagement and product understanding by creating and revising over 50 pieces of documentation, leading to a 40% decrease in recurring support inquiries and significantly improving customer self-service capabilities.
• Advanced personal technical skill set in HTML, CSS, Liquid markup, JavaScript, and API usage, elevating problem-solving capabilities and enabling the provision of more sophisticated support solutions, thus enriching customer outcomes and interactions.