Shani Harris

Team Lead, Support Engineering Remote

Kibo Commerce

Nov 2022 - Jun 2025 (2 years 8 months)

• Lead support team with empathy ensuring proper case management and reporting. • Acted as an escalation point for Emergency Sev 1 issues and daily liaison between support and engineering. • Guided team through complex technical issues based on best practices. • Managed internal documentation for platform deployments and post-launch support playbooks. • Mentored and supported engineers via support stand-ups and office hours. • Collaborated across Engineering, DevOps, Product, Success, Support and Professional Services for full-circle support strategy. Key Achievements

Technical Support Engineer

Kibo Commerce

Oct 2019 - Nov 2022 (3 years 2 months)

• Delivered technical assistance and troubleshooting for Kibo's eCommerce and order management solutions. • Reduced time to case closure by communicating client needs to the proper channels to increase visibility and drive faster responses. • Submitted enhancement requests and documented best practices to streamline issue resolution and improve client satisfaction. • Utilized Kibo APIs, database, and error logs to reproduce, troubleshoot, and review patterns to understand user behavior and resolve platform issues.

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Software Support Analyst

Monetate (Acquired by Kibo Commerce)

Sep 2019 - Oct 2019 (2 months)

• Delivered support for Monetate's personalization and optimization platform. • Assisted enterprise clients in troubleshooting platform issues to meet the expected needs. • Created and configured production and development environments. • Assisted in the development of internal documentation and knowledge base articles to streamline support operations. • Reviewed tag placement and consulted on experience configuration to optimize client outcomes.

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IT Help Desk Representative

MedRisk Inc.

May 2016 - Sep 2019 (3 years 5 months)

• Provided technical support, resolving hardware and software issues for internal teams over the phone, email, and in person. • Performed User Management in Active Directory and other enterprise systems. • Performed user training on systems and best practices. • Assisted users with conferences, virtual meetings, and environments. • Improved response time through implementation of ticket prioritization strategies. • Performed badge access audits and door checks to ensure appropriate user access and security. • Recommended procedure modifications or improvements. • Managed multiple workstations, conference rooms, and training rooms. • Presented projects, materials, and procedures to internal clients.

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