Support Specialist
I started by diagnosing customer issues, building product knowledge, and learning how clear communication can make a difficult moment easier.
PROFESSIONAL
Production Support Manager at Zywave
Helping people navigate complex technology.
I lead production support for Zywave's insurance rating platform and help prepare support for new API and agent-facing products, working where people, customer questions, product knowledge, and technology meet.
View my LinkedInGrowth at Zywave
A career built by getting closer to the work.
API implementation and technical analysis
I moved deeper into integrations, testing, and API support while helping clients put complex systems to work.
API Business Analyst
I brought that technical context into professional services, coordinating complex API work and connecting client needs with internal teams.
Technical Support Manager
I lead production support for the rating platform and help lead support readiness for new API and agent-facing products. I learn the fast-moving details firsthand, then turn that knowledge into practical guidance for the representatives who support them.
How I work
I am not afraid to try something new. I learn by putting ideas into a safe environment, seeing what fails, understanding why, and building forward from there.
Work in progress
Building a more natural way for support representatives to work with APIs.
I am building an internal tool that gives an LLM the ability to interact with our APIs through an MCP wrapper. The goal is to help support representatives who do not have API experience ask Claude for help in plain language.
This is a practical experiment in turning capable technology into a useful support companion, while keeping the environment controlled and the work grounded in real support needs.
What keeps me engaged
The work gets better when people can ask better questions.
Support leadership
Helping teams navigate complexity and serve customers with confidence.
Safe experimentation
Trying new approaches in environments built for learning and recovery.
Applied AI
Finding practical ways for AI to make specialized knowledge more accessible.