Waice Qasimyar
Bristow,VA
Summary
Customer Support and Operations Leader with 10+ years of experience supporting SaaS, cloud, AI, and enterprise platforms. Proven track record of leading technical support teams, managing customer escalations, improving operational processes, and partnering with cross-functional teams to deliver exceptional customer experiences and business outcomes.
Federal Government Platforms
• Experience supporting mission-critical federal applications across multiple environments, including software deployments, troubleshooting, stakeholder coordination, and project delivery.
Healthcare AI & Medical Technology
• Experience supporting AI-driven healthcare platforms, medical imaging solutions, patient monitoring systems, predictive analytics, and healthcare data integrations with a focus on customer success, adoption, and operational excellence.
Cybercrime & Law Enforcement Technology
• Experience Supporting advanced investigative and intelligence platforms used by global law enforcement agencies to combat cybercrime, human trafficking, child exploitation, and other digital threats through deployment, training, technical support, and customer engagement.
Overview
17
17
years of professional experience
Work History
Customer Support Manager
Amida Technology Solutions
02.2025 - Current
- Serve as the primary liaison between federal customers and technical teams supporting the Department of Veterans Affairs (VA) Summit Data Platform in Microsoft Azure
- Manage help desk operations including ticket triage, issue prioritization, and defect tracking to support timely resolution
- Handled and resolved P1 escalations by leading triage, driving root cause analysis, and keeping customers informed through to resolution
- Lead cross-functional discussions with engineering, architecture, and product teams to resolve technical issues and drive improvements
- Monitor support metrics and customer engagement trends to improve service delivery and operational performance
- Assist customers with on boarding and integration into the Summit data ecosystem, ensuring proper configuration and access to resources including and not limited to Azure Data Factory, Azure Databricks, Azure Data Lake, and more
Technical Customer Support Lead
Altoida
06.2024 - 02.2025
- Led global technical support operations for an AI-based neuromarker diagnostic platform
- Served as the primary escalation point for troubleshooting mobile applications and diagnostic devices
- Partnered with engineering and R&D teams to resolve complex product and system issues
- Developed support processes and technical documentation to improve troubleshooting and resolution times
- Analyzed support metrics and user feedback to enhance customer experience and operational efficiency.
Technical Customer Support Lead
Amida Technology Solutions
12.2023 - 06.2024
- Managed customer support operations for a federal healthcare data platform
- Created escalation frameworks and support procedures for complex technical issues
- Monitored KPIs including response times, resolution rates, and customer satisfaction metrics
- Collaborated with engineering teams to identify recurring product defects and drive system improvements
- Coordinated with cross-functional teams to ensure timely resolution of customer issues and maintain SLA compliance
- Maintained documentation and support resources to improve knowledge sharing and operational efficiency for service delivery and customer satisfaction
Director of Technical Support
Protenus
12.2022 - 12.2023
- Lead technical support operations for a healthcare SaaS platform focused on drug diversion detection and patient privacy monitoring
- Managed a global support team and served as the escalation point for complex customer issues
- Implemented automation and process improvements to increase support efficiency and reduce resolution times
- Collaborated with product and engineering teams to identify system issues and enhance overall platform performance
- Monitored support metrics and customer feedback to improve service delivery and customer satisfaction
Lead Technical Support Engineer
Luma Health
09.2021 - 12.2022
- Provided enterprise technical support for a healthcare scheduling and patient engagement platform.
- Supported integrations with EHR systems and healthcare data workflows.
- Performed QA testing, system configuration, and advanced troubleshooting to ensure platform stability.
- Collaborated closely with engineering teams to resolve high-priority technical issues and improve system performance.
- Assisted clients with on-boarding, configuration, and ongoing platform support.
Technical Customer Support Manager
Hubstream
04.2018 - 08.2021
- Supported global law enforcement agencies using a case management platform to combat child exploitation and human trafficking
- Led technical deployments and implementations for agencies including the FBI, Australian Federal Police, Italian Police, and Canadian law enforcement
- Worked with investigative data from the National Center for Missing & Exploited Children (NCMEC) to help prioritize leads and support digital investigations
- Managed software deployments and application updates across development, test, and production environments
- Collaborated with investigators and technical teams to deliver tools that improve case management and help identify and protect vulnerable children
Senior Technical Support Engineer
Discover Technologies
04.2017 - 04.2018
- Conducted system testing, deployments, release validation, and configuration management across development, test, and production environments to ensure platform stability and performance
- Monitored Azure resources, application health, and system performance to proactively identify and resolve issues, minimizing downtime and service disruptions
- Provided technical support for Microsoft SharePoint and Azure environments.
- Conducted system testing, deployments, and configuration management to support platform stability and performance.
- Monitored and tracked SLAs, KPIs, and customer satisfaction metrics to ensure service quality and timely issue resolution.
Support Engineer
American Well
07.2015 - 04.2017
- Supported a large telehealth platform used by healthcare providers nationwide
- Managed mobile, hardware, and SaaS platform troubleshooting using Jira for ticket tracking and issue resolution
- Assisted hospitals and healthcare staff with technical issues to ensure continuity of care and platform reliability.
- Supported integrations with major EHR systems, including Epic, Cerner, and other leading healthcare platforms.
- Provided technical support for hundreds of users including providers, nurses, hospital staff, and patients, with a strong presence
Support Engineer
Iron Bow Technologies
02.2012 - 10.2014
- Supported Telehealth video infrastructure across the Department of Veterans Affairs (VA) serving VA Medical Centers nationwide
- Managed Tandberg systems and supported H.323 and SIP protocols for telehealth and clinical communication
- Provided nationwide technical support for 10,000+ telemedicine carts used for patient care and remote consultations
- Supported telehealth operations across the entire VA healthcare system, enabling providers to deliver virtual care to veterans across multiple facilities
- Assisted clinical staff and IT teams with troubleshooting, system configuration, and connectivity issues to ensure reliable telehealth services
System Administrator
Red River
01.2009 - 02.2012
- Managed comprehensive Microsoft server infrastructure for 20+ corporate clients, including Active Directory, Group Policy (GPO), and DHCP/DNS configuration
- Optimized VMware vSphere ESXi environments (6.5-7.0), performing VM provisioning, snapshots, migrations, and performance tuning for improved uptime
- Improved client IT operations through PowerShell scripting for automation of routine maintenance tasks and user provisioning
Education
Bachelor of Science - Information Technology
University of Phoenix
01-2014
Skills
- AWS CloudWatch
- AWS QuickSight
- Microsoft Azure
- Microsoft SQL Server
- Snowflake
- Jira
- Zendesk
- ServiceNow
- Postman
- DataDog
- JavaScript
- KPI Metrics
- Agile Frameworks
- Cloud Migrations
- Environment Management (Dev, Test, Prod)
- Incident and Escalation Management
- Customer Lifecycle Management
- Customer Experience (CX)
Timeline
Customer Support Manager
Amida Technology Solutions
02.2025 - Current
Technical Customer Support Lead
Altoida
06.2024 - 02.2025
Technical Customer Support Lead
Amida Technology Solutions
12.2023 - 06.2024
Director of Technical Support
Protenus
12.2022 - 12.2023
Lead Technical Support Engineer
Luma Health
09.2021 - 12.2022
Technical Customer Support Manager
Hubstream
04.2018 - 08.2021
Senior Technical Support Engineer
Discover Technologies
04.2017 - 04.2018
Support Engineer
American Well
07.2015 - 04.2017
Support Engineer
Iron Bow Technologies
02.2012 - 10.2014
System Administrator
Red River
01.2009 - 02.2012
Bachelor of Science - Information Technology
University of Phoenix