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Work Background
FreeWheelClient Service Tier 3 Support Engineer
Aug. 2021 - Jul. 2025United States, ChicagoI specialize in unraveling complex technical challenges across advanced ad tech platforms. I partner closely with clients to provide empathetic, clear communication while leveraging tools like Salesforce and Zendesk for efficient case management. Collaborating with Engineering and Product teams across multiple time zones, I coordinate escalations of mission-critical issues to drive timely resolutions. I also author and maintain comprehensive knowledge base articles and user guides, empowering both colleagues and clients to troubleshoot independently. My role includes designing and delivering tailored training workshops that bridge technical concepts with practical application, and mentoring junior specialists to elevate team capability. Additionally, I analyze support trends to proactively refine internal processes, enhancing system stability and client satisfaction. Through these efforts, I’ve developed deep expertise in SaaS support, ad technology ecosystems, and cross-functional collaboration to ensure exceptional client experiences.
FreeWheelTier 2 Client Service Support Representative
Feb. 2016 - Aug. 2021United States, ChicagoI provided comprehensive mid-level technical assistance, resolving a high volume of detailed client inquiries through patient, solutions-focused communication across phone and email channels. I gathered critical diagnostic information to empower engineering teams with precise data, accelerating bug resolution for complex issues. By maintaining thorough documentation of each client interaction, I strengthened historical case records to support more effective future troubleshooting. I proactively curated individualized open- issue trackers for numerous enterprise clients, enabling account teams to address ongoing concerns and enhance satisfaction. Additionally, I coached Tier 1 specialists to build their technical confidence and reduce escalation rates, while serving as a key liaison between clients and engineering teams to ensure clarity and mutual understanding during technical discussions. My ability to identify and analyze recurring support patterns allowed me to drive continuous process improvements that reduced repetitive technical issues, contributing to higher client retention and more seamless platform experiences.
FreeWheelTechnical and Production Services Support Technician
Jun. 2013 - Feb. 2016United States, ChicagoI specialized in optimizing SQL and Citrix server environments across a diverse client portfolio, executing precise maintenance strategies to ensure peak server performance and stability. I tailored complex application configurations to meet individual client needs, significantly reducing deployment errors and aligning technical solutions with business requirements. Leveraging strong analytical skills, I identified and resolved advanced technical issues, effectively minimizing escalations to senior engineering and enhancing client satisfaction. I authored and maintained comprehensive documentation for intricate server and configuration processes, streamlining the onboarding experience for new team members. My role included coordinating critical server updates with meticulous planning to prevent downtime, reinforcing client trust in system reliability. Additionally, I diagnosed and eliminated compatibility issues between client infrastructures and FreeWheel software, proactively addressing root causes to prevent repeated disruptions and improve overall productivity for client operations.
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