Devin Ellis

Led cross-functional incident and problem response for customer-impacting production issues, coordinating with Development and Operations teams to meet SLA commitments. Managed large incident volumes with RCA, corrective and preventive actions, and post-incident reviews to improve reliability. Optimized monitoring and alerting to reduce false positives and improve actionable alert quality while maintaining clear executive and customer communications. Owned incident management onboarding and documentation for consistent response practices.

Owned and maintained build processes for Development Engineering teams using TeamCity. Operationalized security scanning with Coverity by integrating scans into CI build workflows across TeamCity, Azure DevOps, and Jenkins. Supported deployments and QA activities while maintaining technical process documentation and managing build server/agent maintenance for application compilation.

Provided technical support for SSL certificate installation, maintenance, validation, and issuance via email, chat, and phone. Helped validate customer orders to ensure timely and accurate certificate issuance. Resolved complex certificate and deployment-related issues by guiding customers through technical troubleshooting steps.

Collaborated with account teams to configure customer profiles within Xactimate using XML-backed changes. Consulted with customers and internal stakeholders on settings and workflows to optimize business-specific processes. Produced documentation for customized workflows and coordinated with development teams on software update procedures and deployments to improve customer experience.

Provided advanced technical support and handled escalations requiring deeper troubleshooting and investigation. Diagnosed issues affecting customer projects and performed repairs to minimize disruption and enable customers to resume work. Managed complex support cases while maintaining effective communication through resolution.

Delivered end-to-end technical support for software issues via chat, email, and phone. Supported customers throughout the insurance claims workflow by troubleshooting software and workflow problems. Assisted with diagnosing root causes and guiding users through corrective steps to restore normal operations.

Managed remote technical support teams and drove efficiency and performance against team KPIs. Handled complex customer escalations while maintaining customer relationships and service quality. Trained and coached support agents and supported the rollout of an initial work-from-home support team.