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 - 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 - 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.

Groupon, Inc. Onboarding Specialist, Travel · Jun '13 - Feb '16

• Responsible for the onboarding of partner properties, ensuring accurate maintenance of inventory and pricing, leading to the addition of over 500 new partner properties and enhancing the travel category's offerings by 25%.
• Revolutionized daily operational workflows by introducing automation and data-driven best practices, slashing the time required for daily activities by 40%, thereby significantly increasing team productivity and operational efficiency.
• Engineered a bespoke internal ticketing system tailored for the travel team, which decreased issue resolution turnaround time by 30%, minimized operational redundancies by 50%, and provided advanced reporting capabilities for trend analysis and addressing pain points effectively.

  Customer Support Specialist, Travel · Apr '12 - Jun '13

• Delivered outstanding one-to-one phone and email support in a high-volume environment, significantly enhancing customer satisfaction and loyalty.
• Achieved a top 10 ranking among approximately 280 Customer Support Specialists for the quarter from November 2012 to January 2013, demonstrating exceptional performance in customer service delivery.
• Surpassed departmental benchmarks for productivity and quality, recording an impressive average of 13.9 points per hour and a 96.2% quality assurance score as of May 2013, showcasing meticulous attention to detail and commitment to excellence.
• Led the resolution of complex customer issues by effectively coordinating with risk management, account management, sales, and editorial teams, ensuring timely solutions that upheld Groupon's brand integrity and resulted in superior customer experiences.