Dan Sharp

Technical Support EngineerRemote

• Rank top 3 of 40 engineers in calls taken and cases resolved, averaging 18–20 resolutions daily across a queue of 300+ dealer and technician calls.
• Diagnose field-hardware issues spanning OSDP and Wiegand reader integrations, panel firmware, credential provisioning, and lock/strike wiring across mixed installation environments.
• Translate recurring partner pain points into structured product feedback that informs roadmap prioritization with engineering and product teams.
• Built internal LLM workflows for ticket documentation, log analysis, and knowledge-base authoring, cutting per-ticket write-up time ~15%.

• Self-directed technical work: built a RAG knowledge base for technical documentation, a from-scratch Python agent framework, and a deployed public web application on Cloudflare Workers.

Technical Customer Support EngineerRemote

• Owned technical support for Kazoo (acquired by Ooma, 2023), the open-source platform powering white-label UCaaS/CCaaS for service providers and resellers globally.
• Diagnosed API integration issues via Postman, cURL, and JSON payload analysis; resolved VoIP call-quality and signaling issues via SIP traces and Wireshark captures across multi-carrier environments.
• Designed and maintained a five-instance virtualized test lab enabling the support team to reliably reproduce customer issues and restore clean baselines.

QA EngineerLehi, UT • 2020 – 2021

• Built and maintained automated API test suites for a banking data platform serving 2,000+ financial institutions, protecting production against regression defects.
• Designed test plans enforcing ADA/WCAG accessibility compliance across authentication and banking login flows; standardized test-case documentation.

Service Desk Lead / IT SupportLehi, UT • 2019 – 2020

• Led internal IT service desk for a 700-person company — ticket triage, SLA management, and hardware/software lifecycle.
• Led company-wide cloud VoIP migration — provisioning, IVR configuration, cutover — with zero downtime.
• Administered Okta SSO/MFA, Jamf Pro, and Active Directory/GPO across Windows and macOS fleets; built imaging pipelines for Win 10/11 and macOS.

• School Improvement Network (Systems Engineer / IT Support, 2012–2016) — SaltStack Linux automation, Nagios/Icinga monitoring at 200+ server scale, VMware vSphere; cut Mac imaging from 4 hours to 15 minutes; supported 250+ users.
• 1 Wire Communications (Jr. Network Engineer, 2014–2015) — hosted PBX for 300+ customers; provisioned Snom/Polycom/Yealink VoIP endpoints; led new-install projects.
• Digis (Installation Technician, 2011–2012) — fixed-wireless installations and small-business networking.
• The Rustic Walnut (Owner/Operator, 2016–2019) — custom woodworking and furniture restoration business; end-to-end ownership of fabrication, customers, and finances.