Technical Support Engineer - Level 3
Programmable Voice, Twilio Inc.
Skills Highlights
Key Strengths and Expertise Areas
Red Hat LLC
- Providing technical support to subscribers of Red Hat Online Learning subscription through live chat in Intercom and support tickets in Servicenow.
- Assisting students in understanding Red Hat's Online Learning platform, course content, and course-related guided lab exercises.
- Testing course contents and lab environments. Working with the Platform Team to fix technical issues and bugs in the ROL portal. Escalating course content related bugs to Curriculum Team through JIRA tool.
- Performing quality assurance (QA) tests on lab content produced by the Red Hat Training.
- Quality auditing chats and support tickets.
- Collaborating with stakeholders to resolve customer issues.
- Provisioning and assisting Red Hat Live Training sessions.
- Creating online documentation on Learning Experience team's process knowledge.
Goldman Sachs
- Providing technical support to clients and stakeholders.
- Using financial market platforms and electronic trading tools to analyze and create business solutions.
- Managing client data on Fixed Income and Foreign Exchange platforms.
- Troubleshooting technical and process related issues using software like JIRA and internal tracking tools.
- Monitoring enquiry volume from Japanese clients and developing better client service solutions
- Process training and coaching new team members.
Oracle
- Processing client orders from Japan.
- Monitoring 'quote to order delivery' process.
- Communicating with sales and stakeholders in Japan on a daily basis to solve process related issues.
- Creating audit reports and conducting quality checks.
- Process training and coaching new team members.
Work Experience
Transforming Knowledge into Action
- Certified Associate in Project Management CAPM® Number : 3217554
- JLPT N2 - Japanese Language Proficiency Test Level N2 | Japan Foundation
- AWS Knowledge: Cloud Essentials | Amazon Web Services (AWS)
- Generative AI Overview for Project Managers | Project Management Institute
- Certified in Teaching Japanese using Marugoto Textbook
- Goethe-Zertifikat A2 Goethe Institut | Max Mueller Bhavan
Language & Professional Studies
I'm a Certified Associate in Project Management with additional training in Agile methodologies and AWS Cloud Essentials. My language credentials include JLPT N2, Goethe-Zertifikat A2, and certification in teaching Japanese using the Marugoto textbook. I also hold a PMI certification in Generative AI for Project Managers, blending language expertise with emerging tech and project leadership.
Language, Linguistics, and Loanwords We Live By
Language is less learned than inherited, gathered like wildflowers from fields we didn't plant. What we say is never just ours.
Through my writing, I explore the layers of language and linguistics — how meaning travels and transforms. I'm learning about Natural Language Processing: how machines read, interpret, and even generate human language. It offers powerful tools for translation, storytelling, education, and cross-cultural connection — bridging not just words, but worlds.
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