Tooling

The day-to-day toolchain: support platforms, debugging tools, and infrastructure.

Support & ticketing systems

• Zendesk, Jira, Salesforce: years of daily use for triage, severity, escalation workflows, and SLA-minded customer communication.
• Zoom / screen-share: live troubleshooting in the customer's own environment.

APIs & debugging

• REST APIs, HTTP/HTTPS, JSON, webhooks: the bread and butter of integration support.
• Browser DevTools, API response inspection, log analysis: the primary lenses for root-cause work.
• Networking fundamentals: TLS/SSL, TCP/IP, DNS, VPNs, firewalls, enough to reason about where in the stack a problem actually lives.

Version control & infra

• Git / GitHub: daily, including this repository.
• Linux & Windows: comfortable supporting and working across both.
• Docker: fundamentals; containerized workflows and local environments.
• PostgreSQL via Ecto: the data layer throughout this platform.

AI & cloud

• LLM integration (Claude API / Ollama): DylanBot runs on the Claude API in production and a local llama3.2 (via Ollama) in development, behind one swappable client boundary, with a deterministic fallback so the app works with no model at all. See This Platform for why the boundary was the right call.
• RAG pipelines: retrieval-augmented KB search feeding grounded context to the model.
• Microsoft Azure Fundamentals (AZ-900): in progress; this site is being deployed to Azure, so the certification and the practice are happening together.