CHARLES K.

Hi! I’m a seasoned Tech Support and QA professional with 6+ years of experience supporting internal systems, leading teams, and improving processes—especially in healthcare and SaaS environments. I’ve led support operations at The Wound Pros, working closely with internal healthcare systems, and served as a QA Lead at iCertainty, where I focused on optimizing workflows and service quality. Along the way, I developed a strong interest in data analysis, using tools like Power BI and Smartsheet to uncover insights, track performance, and drive smarter decision-making. 🔧 Tools I work with: Zendesk • Freshdesk • Jira • Office 365 • Smartsheet • Power BI • Excel • TeamViewer • AnyDesk 📊 What I bring to the table: Strong foundation in email/chat/ticket-based support and QA Hands-on experience with internal healthcare systems Skilled in building dashboards and reports in Power BI and Smartsheet Process-focused with a Six Sigma Green Belt Collaborative, analytical, and always looking to improve the “why” behind the work I enjoy turning messy data into explicit stories, solving user issues with empathy, and helping teams work smarter, not harder. I'd love to connect if you need someone tech-savvy, detail-oriented, and genuinely enjoy both support and data.