Barry Stephen Davidson

Barry Stephen Davidson

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Technical Support Specialist
Medellín, Antioquia, Colombia
Contact Barry regarding: 
Flexible work
Starting at USD15/hour

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Résumé

Jobs verified_user 0% verified
  • S
    Senior Technical Support Specialist
    Feb 2018 - Current (8 years 7 months)
    Awarded top performer for sustaining a 95% first-time fix rate and 95%+ CSAT across 1,500+ customer interactions. Spearhead ITIL-based triage across multiple service desk queues, maintaining 100% SLA adherence while managing 50+ daily tickets. Serve as primary engineering liaison, delivering comprehensive RCA defect packages (console logs, HAR files, environment snapshots) that accelerate critical bug resolution. Engineer proactive observability and threat detection via Datadog and Microsoft Sentinel, parsing API telemetry to isolate security threats before they impact customers.
  • Sonos
    Customer Care Engineer – Senior Technical Specialist Remote Global Team public Remote experience
    Sonos
    Dec 2012 - Jan 2018 (5 years 2 months)
    Senior escalation engineer for complex hardware and software environments, bridging the gap between end-users, infrastructure, and product development teams. Diagnosed and resolved high-tier infrastructure escalations involving hardware configurations, enterprise wireless networks, and REST/SOAP API data flows, reducing query resolution times by 40%. Served as primary technical liaison to global Product Development teams, identifying software defects, documenting reproduction steps, and verifying hotfixes to maintain platform reliability. Built extensive technical documentation frameworks, internal runbooks, and end-user FAQs, driving successful implementations and significantly reducing new team member onboarding time.
  • Prometheus Group
    Professional Services Consultant - Technical ERP Specialist public Remote experience
    Prometheus Group
    Jul 2011 - Nov 2012 (1 year 5 months)
    Implementation consultant for enterprise SaaS ERP solutions, bridging the gap between clients, technical operations, and product development teams. Orchestrated full-cycle SaaS ERP implementations, managing multi-tier system integration queues and delivering remote/onsite support under strict SLAs. Isolated, tested, and replicated complex database and application-layer defects, managing formal escalations and verifying fixes with product development teams. Engineered a centralized customer support portal with knowledge base runbooks and predictive FAQs, reducing customer response times by 30%.
Education verified_user 0% verified
  • Edinburgh Napier University
    BA(Hons) Commerce with Business Information Management
    Edinburgh Napier University
    Sep 1996 - Jun 2000 (3 years 10 months)
    2.1 award