Samuel Webster

Technical Support Specialist focused on SaaS, APIs, and Product Support

I'm a Tier 1 Enterprise Technical Support Specialist with hands-on experience troubleshooting identity, access, Microsoft 365, Active Directory, MFA/SSO, Windows, VPN/Citrix, endpoint, and business application issues in a fast-paced enterprise environment.

I'm expanding that foundation into SaaS and Product Support by building hands-on experience with REST APIs, Postman, JSON, HTTP troubleshooting, bug reproduction, log analysis, SQL, technical documentation, and engineering-style investigations.

This portfolio documents real-world support experience, SaaS troubleshooting projects, API labs, cybersecurity exercises, bug reports, technical walkthroughs, and continuous learning as I grow toward Tier 2 Technical Support Engineer and Product Support Engineer roles.

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Professional headshot of Samuel Webster

Experience

Enterprise support experience with SaaS, identity, endpoint, and escalation workflows

Title

Computer Client Support Analyst

Company

Pacific Gas and Electric Company

Tier 1 Enterprise Support 35-50 Tickets Daily MFA & SSO Enterprise Applications
Summary
  • Serve as a first point of contact for enterprise users in a high-volume Tier 1 support environment, handling 35-50 support calls per day across phone, chat, email, ticketing, and remote support workflows.
  • Resolve common documented issues related to login access, MFA, SSO, Windows Authentication, Microsoft 365, VPN/Citrix connectivity, endpoint problems, and business application support requests.
  • Triage incoming tickets by issue type and route complex incidents to Tier 2/3, application teams, access teams, or infrastructure teams with clear escalation notes and business impact.
  • Document every interaction in BMC Remedy ITSM with symptoms, troubleshooting steps, account/application details, timestamps, user impact, resolution notes, and next actions.
  • Use sound judgment to identify when an issue can be resolved at Tier 1 versus when it requires deeper process, permissions, configuration, or technical investigation.
  • Contribute to internal knowledge base article edits and technical writing by flagging unclear documentation, improving troubleshooting guidance, and documenting recurring issue patterns.
  • Support frustrated users with a calm, professional approach while explaining steps clearly and keeping cases moving toward resolution or the correct escalation path.
  • Work in a KPI-driven support environment where speed, accuracy, customer satisfaction, and documentation quality all matter.

Skills

Technical support skills across SaaS, identity, endpoint, and customer workflows

Grouped around the tools, troubleshooting patterns, and communication skills used in enterprise support and ongoing technical learning.

Support Tools

BMC Remedy ITSMServiceNowMicrosoft 365OutlookTeamsActive DirectoryMicrosoft Entra IDvSphereRemote support toolsAternityInternal knowledge bases

Technical Support

Windows troubleshootingMFA/2FASSOWindows AuthenticationActive Directory account supportEntra ID user supportVPN troubleshootingCitrix troubleshootingPalo Alto GlobalProtect supportMicrosoft 365 supportSAP supportEndpoint troubleshootingBusiness application supportLog AnalysisTicket triageEscalation documentationKnowledge base article editsTechnical writing

Customer Support

Phone supportChat supportEmail supportHigh-volume ticket handlingCustomer de-escalationClear documentationIssue triageFollow-upProcess adherenceRemote supportInternational customer communication

SaaS & Product Support

REST APIsPostmanJSONHTTP MethodsHTTP Status CodesAPI AuthenticationSQLBug ReproductionTechnical DocumentationCodexPythonAWS

Projects

Technical Documentation and Projects

Read the project documentation directly on the site. Use the carousel controls to move through each page, or open the full PDF in a new tab.

Current Project Troubleshooting a Broken Web3Forms Contact Form API Submission
1 / 11 Open PDF
Web3Forms contact form API troubleshooting PDF page 1

Certifications

Professional certifications across IT support, SaaS technologies, APIs, and cybersecurity.

Selected credentials and completed learning paths across IT support, cybersecurity analysis, and hands-on security simulations.

Work With Me

Support for hiring teams, small businesses, and documentation projects

Employers

Technical Support Roles

Looking for a Technical Support Specialist, Product Support Specialist, or SaaS Support professional with enterprise help desk experience, strong customer communication, and growing API troubleshooting skills?

View My Experience
Small Businesses

Remote IT Support

Need reliable remote IT support for Microsoft 365, Windows, account access, MFA, employee onboarding, and everyday technical issues?

Remote support for small businesses that need dependable IT help without hiring a full-time technician.

Get Remote IT Support
Technical Writing

Documentation Projects

Need clear troubleshooting guides, knowledge base articles, bug reports, API walkthroughs, or technical documentation?

Discuss a Writing Project

Contact

Let’s Work Together

Whether you are hiring for a technical support role, need reliable remote IT support for your small business, or want help improving your technical documentation, I would be glad to hear from you.

I provide remote IT support for small businesses, including troubleshooting Windows, Microsoft 365, email, account access, MFA, software issues, endpoint problems, and other day-to-day technical needs.

I am also available for freelance technical writing and documentation projects, as well as full-time opportunities in Technical Support, SaaS Support, Product Support, IT, and cybersecurity.

For business IT support inquiries, please include a brief description of your company, the number of employees or devices you need support for, and the types of technical issues you commonly experience.

LinkedIn linkedin.com/in/samuel-aaron-webster GitHub github.com/samthecyberguy Email samthecyberguy@protonmail.com Blog samthecyberguy.blogspot.com