Data-driven technical and analytics professional with nearly two decades of experience supporting enterprise SaaS advertising and marketing technology platforms. Skilled in SQL, data analysis, reporting validation, and exploratory data analysis to identify trends, troubleshoot data discrepancies, and deliver actionable business insights. Experienced in collaborating across technical and business teams to develop reporting solutions, optimize operational workflows, and support strategic decision-making through data-driven analysis.
Work Experience
Senior Technical Services Engineer
Impact.com
Santa Barbara, CA (Remote) | Nov 2021 - Feb 2023
Delivered advanced SaaS technical support for the Partnership Management Platform, resolving complex marketing measurement and integration issues for enterprise clients.
Led daily client conference calls to diagnose technical challenges and implement tailored solutions, contributing to a 22% reduction in client escalations.
Facilitated daily team review sessions to analyze support case data and troubleshooting patterns, reducing average response times by 30%.
Collaborated with engineering and product teams to perform root cause analysis and resolve platform issues, decreasing customer problem turnaround time by 15%.
Authored internal and customer-facing technical documentation and troubleshooting guides, reducing support inquiries by 15% and improving user experience.
Senior Software Support Engineer
Branch
Seattle, WA | Oct 2018 - Apr 2020
Delivered strategic SaaS technical support for the Universal Ads platform, resolving complex issues related to mobile deep linking, campaign tracking, and attribution measurement.
Partnered with engineering teams to migrate 100+ clients to a new attribution system following the TUNE acquisition, ensuring minimal disruption to campaign reporting and performance.
Conducted daily attribution data analysis and validation to identify tracking discrepancies, ensure reporting accuracy, and generate insights to optimize marketing ROI.
Led the technical onboarding and integration of new ad network partners, expanding platform capabilities and strengthening partner relationships.
Served as primary support contact for the company's highest-revenue client (~$1M monthly revenue), ensuring reliable platform performance and exceptional service delivery.
Software Support Engineer
TUNE
Seattle, WA | Oct 2015 - Sep 2018
Provided strategic SaaS technical support for the TUNE Marketing Console (DSP), helping advertisers optimize campaign performance and resolve mobile attribution and tracking issues.
Utilized SQL queries and advanced Excel analysis to investigate campaign data, validate reporting accuracy, and generate custom client reports.
Maintained 100% customer satisfaction across client surveys through effective troubleshooting, clear communication, and timely resolution of platform issues.
Authored knowledge base documentation and delivered training presentations for new hires, strengthening internal knowledge sharing and onboarding processes.
Technical Support Engineer
Microsoft
Seattle, WA | Aug 2006 - Sep 2014
Delivered advanced technical support and troubleshooting for the Bing Ads platform, improving functionality and resolving issues related to campaign management, billing, user access, and performance reporting.
Partnered with account managers to analyze campaign performance data and optimize advertising strategies, improving conversion tracking accuracy and reporting reliability.
Designed and implemented team scheduling strategies to support 24x7 service coverage, reducing critical issue response times by 30%.
Recognized as a Top Customer Engineer, supporting Bing Ads' highest-revenue accounts and helping drive strong customer satisfaction and revenue retention.
Education
University of Arizona - Bachelor of Science, Marketing
Professional Development
Google Data Analytics Professional Certificate - Google / Coursera
How to Use Data Specialization - University of Pennsylvania / Coursera
Skills
Data Analysis & Visualization (Python, R, Pandas, Matplotlib, Seaborn)
Data Cleaning & Exploratory Data Analysis (EDA, Data Validation, Reporting & Insights)