AramKatie Kim
A technical enthusiast, not just an engineer.
I care about how systems work end to end: the infrastructure, the data, the automation, and AI tooling that's changing it all. 7+ years working across different systems and exploring how AI reshapes the way technical teams work.
Check out my work!I got into building things for the internet young, and it's turned into a career that sits at the intersection of support, systems, and software. These days that means designing the operational backbone enterprise teams rely on: ticketing architecture, incident workflows, reporting pipelines, and the scripts that quietly remove a manual step someone used to dread.
I'm currently pursuing an MBA at Western Governors University, alongside a background in IT and security and a software engineering certificate from Hack Reactor.
Support & platform operations
Automation & engineering
Data & reporting
Foundations
to Present
- Serve as the senior escalation point for complex production issues across Linux and Windows enterprise environments, owning incidents end-to-end for Premier and enterprise customers.
- Diagnose and resolve advanced API integration, webhook, and SSO/SCIM issues, partnering with Engineering, Ops, and PM to drive root cause analysis and long-term fixes.
- Administer Okta SSO/SCIM and AWS Linux infrastructure alongside the Ops Manager, including user provisioning, roles, and permissions.
- Mentor junior support engineers on troubleshooting methodology and escalation best practices, and build knowledge base articles and runbooks that reduce repeat escalations.
- Automated diagnostic workflows with Python, improving resolution times by 50% and raising CSAT from 95% to 98%.
to May 2024
- Supported a Linux-based, Postgres-backed application, writing complex SQL queries daily to investigate data integrity issues and diagnose integration failures across 30 to 40 live ERP integrations.
- Resolved issues across Ruby, JavaScript, REST, and SOAP APIs in multi-vendor environments, using Grafana dashboards to catch anomalies before customer impact.
- Served as technical liaison for escalated enterprise accounts, reproducing issues in test environments and authoring bug reports for Engineering.
to Dec 2022
- Supported Linux-based systems and delivered complete triage documentation for AR/VR prototype hardware issues with zero escalations to upstream teams.
- Automated firmware troubleshooting tools, boosting team productivity by 50% within three days.
to Dec 2022
- [Add 2 to 3 bullets, this is a long tenure worth showing growth, not just a title]
to Feb 2021
- Resolved 1,000+ cases per month at a 97% first-time resolution rate, top 15% of 500 employees.
- Diagnosed network-level connectivity issues via packet capture and protocol analysis (TCP, DNS, firewall, VPN) for developer-facing SDK and API integrations.
- Authored 100+ internal and external knowledge base articles using HTML, CSS, and JavaScript, cutting repetitive inquiries by 25%.
An Apps Script pipeline that syncs Zendesk ticket data into Google Sheets on a schedule, replacing a manual export process used for reporting.
A script that scans a live Zendesk instance for unused, duplicate, or misconfigured fields, giving admins a clean starting point for cleanup.
An Apps Script tool that reads incoming tickets, classifies them against a taxonomy, and creates linked Jira issues, cutting down manual triage.
A vendor evaluation across eight incident management platforms, followed by an eight-phase migration plan with a RACI matrix and Notion workspace to move a team from OpsGenie to Incident.io.
Tampermonkey scripts for a farming game, including Crop Lock, which intercepts WebSocket frames to block accidental crop destruction, and an in-progress in-game weather forecast widget.
View projectLet's talk
Open to support operations, platform administration, and knowledge systems roles. My inbox is always open, reach out and I will get back to you.