Implementation + Support Engineer @ Moov

Bridging people and the software they rely on.

I build systems that enable implementation and support teams to scale. I work directly with customers to understand their needs and architect solutions for their implementation. I also identify where operations break in onboarding, troubleshooting, and communication, and build systems that reduce friction, handle the repetitive work, and let teams focus on solving real problems.

See selected projects Get in touch

80%

faster onboarding

3–6 months → 2–3 weeks

100+

implementation launches

at Moov

4.9

CSAT score

98% satisfaction rate

150

customers supported

on a live payments API

01

Selected projects

Moov · Implementation

80% faster onboarding

Customer Implementation Framework

Built a Pylon-based tracking system linking customer milestones, compliance checkpoints and automated stakeholder alerts — surfacing blockers before they hit timelines.

Moov · Support Operations

Automated pre-investigations

Agentic Support System

Built an agentic AI system in Pylon using MCP connections to logs and customer data that automatically investigates issues before engineers see tickets — reducing back-and-forth, enabling direct responses, and accelerating resolution.

Proxyrack · Developer Experience

50+ live code examples

Interactive API Documentation

Authored & validated 50+ editable code examples across Python, JS, Node & PHP in an embedded sandbox so developers could test auth, rotation and geo-targeting right in the docs.

Proxyrack · Support Operations

55% automation

AI-Powered Support Automation

Implemented and trained Intercom's Fin chatbot to handle routine support queries, automating common troubleshooting and reducing manual ticket volume across the team.

Proxyrack · Global Enablement

6 languages · 100% coverage

Multilingual Documentation

Self-initiated internationalization of the full help center & API docs with an AI-assisted, human-reviewed workflow, plus a sync process to keep every translation current.

Proxyrack · Support Operations

2 platforms → 1, +4 channels

Unified Omnichannel Support

Consolidated HelpScout + Active Campaign into a single Intercom instance, eliminating duplicate workflows while expanding customer reach to email, chat, WhatsApp, and Telegram. Unified platform enabled efficient A/B testing, simplified email automation, and streamlined multi-channel conversation management.

02

Toolkit

Technical Support

Pylon Intercom HelpScout incident.io

Solutions & Implementation

Customer requirements gathering Solutions architecture Implementation strategy Technical scoping

Customer Engagement

Onboarding strategy Implementation planning Technical documentation CSAT management Feedback optimization

APIs & Debugging

REST / GraphQL Postman API troubleshooting Log analysis DevTools

Data & Monitoring

BigQuery Looker SQL Honeycomb KPI tracking

Programming

JavaScript Python Node.js HTML / CSS Terminal / CLI

Cloud, DevOps & Backend

Git / GitHub CI/CD Google Cloud Firebase MongoDB

Integrations & APIs

Zapier n8n Webflow Plaid Payment platforms MCP

Collaboration

Linear Slack

Also a Mandarin Chinese speaker.

● Let's connect

[email protected] LinkedIn