Adam Gourgues
Orlando,FL
Summary
Skilled Customer Support Engineer with experience in technical troubleshooting, application monitoring, and incident management. Leverages broad knowledge of industry-standard tools to diagnose and resolve issues efficiently. Strong understanding of customer service principles and technical support best practices.
Overview
5
5
years of professional experience
Work History
Customer Support Engineer
PROS
01.2023 - Current
- Managed customer incidents via Jira, providing timely updates and resolutions for technical issues in both test and production environments
- Troubleshot incidents using a combination of tools such as Postman, SQL, and browser DevTools, alongside application log analysis accessed via Linux VMs, cloud-based Kubernetes pods, and Graylog
- Monitored real-time alerts using PagerDuty integrated with Prometheus, investigating issues triggered by performance and process anomalies (e.g., traffic spikes, disk usage, missing data, service disruptions)
- Submitted pull requests in Bitbucket/GitHub to update customer configuration files, refine alert configurations, and enhance internal support tools
- Led initiative to reduce alert noise by analyzing high-frequency alerts, optimizing Prometheus queries, and eliminating false positives — contributing to a ~33% reduction in monthly alert volume in 2025
- Authored and distributed a recurring newsletter to leadership with the goal of highlighting alert trends, top issues, and mitigation efforts to support a more efficient and informed alert processes
Technical Support Specialist II
Stax
Orlando, FL
10.2021 - 12.2022
- Developed comprehensive knowledge of the payments processing industry to assist businesses with technical aspects of merchant services
- Updated credit card terminal software files to troubleshoot errors and configure devices
- Assisted developers with custom API setups used to integrate their platforms with Stax
- Managed integrations between Stax and payment gateways, POS systems, and online shopping carts
- Reported bugs to engineering team, performing tests in multiple environments and attempting to reproduce
Help Desk Support Specialist
Public Systems Associates
Baton Rouge, LA
06.2021 - 10.2021
- Supported members of Louisiana state government, Louisiana Capitol staff, and District Office staff with technical issues, logging problems/solutions into proprietary ticketing software
- Worked with users both in person and over phone, troubleshooting legislative software, monitors, mobile devices, printers, email, Microsoft Office, and IP/Bluetooth connections
- Configured hardware and software for staff to secure their systems and data
Education
Bachelor of Science - Economics
Louisiana State University
Baton Rouge, LA12-2018
Skills
- Python, Bash, SQL
- PagerDuty, Prometheus (PromQL), Graylog, Grafana
- Kubernetes/AKS, Linux
- Bitbucket, GitHub, Pull-requests
Timeline
Customer Support Engineer
PROS
01.2023 - Current
Technical Support Specialist II
Stax
10.2021 - 12.2022
Help Desk Support Specialist
Public Systems Associates
06.2021 - 10.2021
Bachelor of Science - Economics
Louisiana State University