Tim Perdue # Production Support Engineer Location United StatesDesired Salary UnspecifiedWork preference Full TimeLinks Status Actively looking Field / Industry Admin & Virtual Assistant * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet No languages specified. Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me I am a production support professional with over 10 years of experience in troubleshooting and customer satisfaction. My expertise lies in SQL and automation scripting languages. Throughout my career, I have managed support operations for over 1,000 distinct issues annually across multiple software platforms, achieving an 80% reduction in issue escalation rates to development. I take pride in my ability to enhance team efficiency and maintain high-quality service for clients. My key achievements include reducing issue escalation rates by 80% through comprehensive knowledge base deployment and supporting over 1,000 issues yearly, ensuring timely resolution across various platforms. I have also enhanced ticket resolution time by 25% through SQL reports, which has significantly improved client support excellence and boosted customer retention. I have a strong background in technical support, having acted as Tier 3 technical support and collaborated with engineering and implementation teams to resolve complex customer issues. My role involves troubleshooting and debugging web-based SaaS applications, contributing to documentation, and maintaining a trusted advisor relationship with customers. I am recognized for my strong problem-solving skills, clear communication, and a proactive approach to continuous learning and process improvement. I have a passion for technical writing and enjoy sharing knowledge with cross-functional teams to enhance overall service delivery. In my previous roles, I have led support operations, integrated various tools to automate ticketing, and coached team members to improve case handling efficiencies. I am committed to delivering high-touch technical support and ensuring operational readiness for upcoming features. ## Skills ### [Python](https://jobicy.com/talent/python.md)[SQL](https://jobicy.com/talent/sql.md)[AWS](https://jobicy.com/talent/aws.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[JavaScript](https://jobicy.com/talent/javascript.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[React](https://jobicy.com/talent/react.md)[Jira](https://jobicy.com/talent/jira.md)[TypeScript](https://jobicy.com/talent/typescript.md)[Reporting](https://jobicy.com/talent/reporting.md)[Training](https://jobicy.com/talent/training.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[HTML](https://jobicy.com/talent/html.md)[CSS](https://jobicy.com/talent/css.md)[Coaching](https://jobicy.com/talent/coaching.md)[Microservices](https://jobicy.com/talent/microservices.md)[MongoDB](https://jobicy.com/talent/mongodb.md)[Grafana](https://jobicy.com/talent/grafana.md)[Oracle](https://jobicy.com/talent/oracle.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Technical Writing](https://jobicy.com/talent/technical-writing.md)[Ruby on Rails](https://jobicy.com/talent/ruby-on-rails.md)[TCP IP](https://jobicy.com/talent/tcp-ip.md)[Zapier](https://jobicy.com/talent/zapier.md)[Microsoft SQL Server](https://jobicy.com/talent/microsoft-sql-server.md) ## Experience Technical Support Engineer @ AlertMedia 02/2025 - Present Act as Tier 3 technical support, partnering with Customer Success, Engineering, and Implementation teams to resolve complex customer issues and enhance onboarding experiences. Senior Technical Product Support Engineer @ AbbVie 04/2022 - 10/2024 Led support operations managing over 1,000 distinct issues annually, achieving an 80% reduction in escalations by enhancing the knowledge base. Customer Support Engineer @ Workday 04/2021 - 04/2022 Resolved complex level 3 escalations via Zendesk and Salesforce, reducing support ticket resolution time by 25%. Enterprise Support Engineer @ CallMiner 05/2020 - 04/2021 Delivered 2nd tier technical support for CallMiner's Eureka, enhancing customer satisfaction through innovative server technology solutions. Senior Technical Support Specialist @ RMS Automotive - A Cox Automotive Company 08/2016 - 10/2019 Acted as primary technical contact, diagnosing and resolving customer issues related to application use, design, and configuration. Support Analyst @ DocAuto, Inc. 08/2014 - 08/2016 Resolved client issues with company's .NET software, enhancing customer satisfaction. Support Technician @ Bottomline Technologies 09/2012 - 07/2014 Technical Support Specialist @ Inovis 06/2009 - 12/2011 ## Education Georgia State University 01/2003 - 12/2007 Bachelor of Business Administration (B.B.A.) in Managerial Sciences Portfolio not available.