Worked inside a 33-person Tekion organisation, progressing from Application Support Engineer to Lead to Manager across automotive SaaS, payments and release readiness (2020 – 2023).

Founding member of the Novatab support team and led a team of 5 across restaurant tech, POS, payments and integrations (Apr 2024 – May 2026).

P1 incidents down by up to 30% and repeat high-severity incidents down around 25% year over year, through structured RCA, release readiness checks and hypercare workflows.

API issue resolution time improved by around 25% and client-side failures fell around 20%, using Postman, API logs and engineering-ready Jira tickets.

Ticket volume reduced 25–30% by clustering recurring issues and turning them into product fixes and better backlog inputs.

Supported 50+ enterprise accounts and helped build a 33-person Tekion support organisation across B2B SaaS, restaurant tech, automotive SaaS and DevSecOps.