Aaron Maxfield

Subject Matter Expert – Payments & Integrations

As the Subject Matter Expert for the payments and integrations of Accela’s product suite, I serve as the main resource ensuring the integrity, reliability, and performance of financial data and payment processes across multiple environments.

• Escalation & Troubleshooting: Act as the main escalation lead for the most challenging and unresolved issues, using in-depth product and system knowledge to dissect failures across multiple services, identify precise root causes, and coordinate rapid corrective actions.
• Payment Failure Analysis: Utilize tools such as Datadog, SQL, and internal logging systems to investigate and resolve payment processing issues, including transaction slowness, errors, and systemic failures. Data Analysis & Query Development: Develop and execute Microsoft SQL queries to assess the impact of issues, validate corrections, and support data-driven decision-making.
• Issue Prevention & Collaboration: Partner directly with front-line, engineering and product management teams to diagnose root causes, write detailed bug reports, and proactively design solutions that prevent recurrence.
• Documentation & Knowledge Sharing: Create and maintain internal documentation, process workflows, and help guides to streamline issue resolution and support team-wide knowledge transfer.

Customer Service and SaaS focused technical issue resolution. Excelling in this position by leveraging resources, not shying away from difficult tasks and being eager to learning new things.

• Using knowledge in Angular, JavaScript, HTML, REST/SOAP, SQL and XML to provide the highest level of support.
• Delivered Tier-2 support and SME input to internal and external customers.
• Writing documentation to expand available knowledge articles.
• Researched new tactics to better hone responses and shorten remediation times.
• Performed root cause analysis of reported issues to enact corrections

Supporting enterprise grade environments equipped with the Symantec Data Loss Prevention software. In this role, I grew confident in my advanced troubleshooting skills.

• Oracle Databases troubleshooting and configurations. (Standard and Enterprise)
• Proxy and Network monitoring. (SPAN / TAP)
• Email monitoring and prevention.
• Windows / Mac Endpoint monitoring.
• Windows / Red Hat Linux Server configurations and certification.