Kevin Smith
Houston,TX
Summary
Dedicated technical support specialist with extensive experience in incident management and documentation. Successfully coordinated responses to complex platform issues and implemented security-minded remediation steps. Expertise in troubleshooting APIs and enhancing operational workflows to improve overall service effectiveness.
Overview
10
10
years of professional experience
Work History
Senior Fraud & Dispute Specialist
Neon Pay
03.2022 - 07.2026
- Coordinated cross-functional response for complex platform and payment-processing incidents, escalating issues to engineering, payment processors, and third-party vendors for rapid service restoration.
- Investigated production incidents and implemented remediation steps and controls, enhancing security-minded incident handling and documentation to minimize future occurrences.
- Troubleshot merchant configuration, payment workflows, and system behavior using internal tools, transaction data, and technical documentation.
Customer Success Advocate III
Bill.com
01.2020 - 01.2022
- Delivered tier III technical support for SaaS and payment platform issues via chat, email, and phone
- Troubleshot API integrations (QuickBooks, NetSuite, Sage) and led guided technical sessions using Zoom and TeamViewer for remote diagnostics and configuration.
- Created and updated technical KB articles and procedures to standardize troubleshooting, reduce mean time to resolution.
Community Operations | Greenlight Expert III
Uber Technologies, Inc.
Houston, TX
12.2016 - 01.2020
- Provided hands-on support for driver and rider platforms across iOS, macOS, and Android devices at Greenlight centers; diagnosed and resolved device and app-level issues in-person and remotely.
- Performed device provisioning, assisted with device exchanges/turn-ins, and coordinated shipping/logistics for replacement equipment in support of local operations.
- Trained new Uber driver partners safety protocols, and local permitting requirements.
Education
Diploma -
Waltrip High School
Houston, Texas05-2015
Skills
- Incident Management
- Data Analysis
- Documentation
- Troubleshooting APIs
- Onboarding Clients
- Escalations
- Microsoft Office
- SQL
Timeline
Senior Fraud & Dispute Specialist
Neon Pay
03.2022 - 07.2026
Customer Success Advocate III
Bill.com
01.2020 - 01.2022
Community Operations | Greenlight Expert III
Uber Technologies, Inc.
12.2016 - 01.2020
Diploma -
Waltrip High School