Technical Support Engineer

Key Accomplishments Resolved 800+ customer inquiries and technical issues across billing, automation, and third-party integrations (Stripe, Kisi, GraphQL, MySQL). Collaborated with the mobile engineering team and admin leads to bridge communication between business and technical workflows in the WLA (Workspace Login & Access) build process. Partnered with product and engineering teams to identify and fix systemic problems, improving first-response accuracy by 37% and ticket resolution time by 29%. Enhanced Felix, Optix's AI-powered support bot, by refining contextual understanding and implementing MCP (Model Context Protocol) integrations. Increased bot engagement rate by 45%, automated resolution rate by 33%, and improved overall CX score by 18% through better intent detection and message routing. Supported dev team the Coworking Software Dashboard with UI/UX improvements. Developed and optimized front-end components using React and Tailwind CSS, improving dashboard load time by 22% and modernizing admin workflows based on customer feedback. Built AI-driven solutions to enhance Optix's B2B SaaS operations — designed and deployed custom MCP connectors enabling secure context retrieval from Productboard, Intercom, and internal analytics systems. Accelerated AI response quality and data consistency across support and onboarding use cases. Designed and maintained ETL data pipelines and optimized MySQL databases, supporting internal analytics and client-side reporting. Built automated data workflows to extract, transform, and load workspace metrics. Designed and ran SQL queries to assist customers with data management, KPI tracking, and analytics reports, enabling better workspace utilization insights. Technologies Used TypeScript, React, Tailwind CSS, Node.js PHP, MCP, GraphQL, MySQL Docker, Intercom, Jira, Confluence

Data Analyst Intern

Key Accomplishments Participated in the development of a Java-based promotional material management platform with Spring Boot, integrating Docker containerization and API development. Reduced code coupling by 23% and improved campaign outreach by 25%. Collaborated with campaign teams to classify and analyze 7,000+ promotional items. Generated actionable insights using Tableau dashboards, improving retrieval efficiency by 40%. Developed a promoted HTML layer that enhanced web accessibility and reduced node execution time by 67%. Delivered technical support and documentation (README) to cross-functional users, resolving MacOS/Windows issues (login, compatibility, access), end-user onboarding & offboarding, basic network troubleshooting (DNS, DHCP) and reducing support requests by 30%. Technologies Used Java, Spring Boot, Redis, MySQL HTML/CSS, JavaScript Docker, Tableau

Business Analyst Intern

Key Accomplishments Coordinated project timelines and deliverables for a high-concurrency number generator, integrating real-time analytics, data pipelines, and AWS Cloud (EC2, RDS) with MySQL databases, reducing data processing time by 30%. Conducted in-depth analysis (data transformation, aggregation, summarization) of 10+ senior care market reports (e.g., from Ernst & Young) using SPSS; visualized findings using Power BI dashboards to inform strategic decisions. Collaborated with analytics and reporting stakeholders to implement cloud-hosted pipelines, improving real-time insights for 3+ departments and enhancing data accessibility by 35%. Technologies Used MySQL, AWS Cloud (EC2, RDS) SPSS, Power BI Data pipelines, ETL workflows