Tapiwa Z. Ushe

Advanced technical support for Paymentus' flagship fintech SaaS platform, diagnosing and resolving complex application issues for enterprise clients.

• Root cause analysis using SQL, Linux logs, and bash scripts; delivered solutions with minimal client disruption.
• Managed support cases via Salesforce; coordinated with TAMs, developers, and security analysts for high-impact escalations.
• Documented incidents in JIRA and contributed to post-incident reviews for continuous improvement.
• Wrote and maintained internal bash scripts and automation tools to enhance support workflows.
• Participated in after-hours on-call rotations for time-sensitive production issues.

System optimizations and 2nd-level enterprise application support across GuideWire, AS400, and Atlassian tooling.

• Second-level support for GuideWire product issues; maintained Legacy AS400 database for operational continuity.
• Led JIRA–ServiceNow integration project, establishing a JIRA database and optimizing queries using JQL.
• Migrated and centralized documentation in Atlassian Confluence, improving accessibility across teams.
• Reduced SLA response times by 15% through operational redundancy elimination and process restructuring.

• 2nd level technical support: troubleshooting, incident response, bug triaging, and production deployments.
• PostgreSQL CRUD operations and RESTful API usage for client data management and system interoperability.
• Cloud automation via Kubernetes for scheduled tasks (chain syncs, cron jobs).
• Python scripting for task automation, data ingestion, caching, config updates, and data export.
• Platform integration reduced load times 15% and improved reliability by 25%.

• 2nd level support for web-based applications (SSO, API, backend) for clients including Meta, NFL, Kraken, and JP Morgan.
• GRC compliance management: ISO27001, GDPR, NIST, SOC2, PCI via RESTful API integrations.
• PowerShell scripting for data retrieval, purging, and Active Directory management.
• Customer data management via AWS (CloudWatch, X-Ray, CloudTrail); met ISO27018 standards.

• 2nd level MS Exchange, SharePoint, and MS Office support; LDAP user access control and verification.
• Integrated new insurance companies through M&A; configured VLANs and permissions for secure file sharing.
• Developed front-end website features (HTML & CSS); leveraged Citrix and Azure for virtualized network support.

• Surpassed sales targets through upselling networking equipment, IoT hardware, and services to warm/cold customers.
• Managed remote inbound support cases; escalated unresolved issues to on-site service calls.
• Assessed infrastructure compatibility for new software; evaluated programs and provided strategic recommendations.