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░ Built Grafana dashboards from GCP and LogRocket metrics to surface backend issues in user sessions ░ Built automation workflows to streamline support handling and alert users about abnormal device states ░ Sole support engineer bridging US healthcare personnel and the engineering team

░ Built and maintained support tooling in Ruby that improved response workflows ░ Developed device plugins and integrations extending the product's functionality ░ Directly resolved user-facing issues, bridging customer feedback into product improvements

░ Created and managed a 2-person R&D team; handled hiring, mentoring, and planning ░ Planned and built internal tools, including Slack bots, automations, and diagnostic tools ░ Wrote Python and Bash scripts that cut onboarding and env setup time down from 2 hours to 1 hour

░ Managed identity and access for the org across Okta, GitHub, and AWS ░ Standardized development environment setup, reducing new-hire friction by automating the configuration and user input ░ Developed and maintained internal Python tooling used by the R&D org

Progressed from frontline support to escalations, to team lead and mentor. Self-learned programming, building tools and custom solutions