Achievements

Specifics over superlatives: what actually happened.

• 95%+ CSAT at 50+ tickets/week across enterprise SaaS support, sustained over years. Not a one-quarter spike, but a consistent bar while handling the hard escalations.
• Reduced repeat contacts on known issues by owning the knowledge base and internal runbooks, fixing the class of problem, not just the instance, so the same ticket stopped coming back.
• Shipped this platform (a working Phoenix/LiveView application with real-time chat, AI-assisted triage, and a full support-desk workflow) while actively learning the framework. See the colophon for the honest version of that story.
• Built AI support tooling hands-on: RAG-style KB search, automatic ticket triage, and LLM-generated reply suggestions against a local model, bringing real support-domain knowledge to an AI product, not the other way around.
• Microsoft Azure Fundamentals (AZ-900): in progress, alongside actually deploying this site to Azure.