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Evan Baker.

Sevenyearsmakingsupportoperationsworkbetterwhenthestakesarehigh.

I’m a support and operations leader who has built Tier 2 and Tier 3 functions across B2B SaaS, travel technology, and fintech. I work hands-on in SQL, APIs, logs, and service platforms, then turn what I find into clearer workflows, stronger ownership, and fewer repeat escalations.

Product thinking is part of how I do support. I write concepts and prototype ideas because the best bug fix is the one nobody has to escalate.

Chicago based. Remote preferred, open to hybrid, relocation, or on-site roles for the right company.

Full work history on LinkedIn

Experience

  • 01Rocket Travel by AgodaTechnical Program Manager2025 – 2026
  • 02TaxCloudTechnical Client Support Specialist2025
  • 03Beyond FinanceSupport Engineer II2023 – 2024
  • 04Expedia GroupSenior Escalation Analyst2019 – 2023
  • 05OracleClient Support Analyst2018 – 2019

Certifications

Skills

The certified bits are listed above. The rest, my coworkers vouched for.

Leadership & delivery
Technical Program ManagementEscalation ManagementSLA ManagementIncident ManagementChange ManagementCross-functional Coordination
Service platforms
Service Desk AdministrationTicketing WorkflowsCRM WorkflowsOn-call OperationsQueue Automation
Observability
Log AnalysisApplication MonitoringDashboardingAlertingCloud Monitoring
Technical
SQLREST APIsJSONAPI TestingData AnalysisData ValidationCloud Data Warehousing
Product thinking
Product DiscoveryUser ResearchFeature PrioritizationProduct DesignRoadmappingGenerative AI

Off the clock

Craft

CSS & UX design

I spend real time in CSS for fun, nudging spacing, testing motion, and arguing with myself about type scale.

Visual

Graphic design

Type, grids, and information hierarchy. I like making complicated work easier to scan before anyone has to ask what it means.

Experiment

Generative AI

I build small agents and prototypes that take repetitive work off the team without hiding the judgment calls.

Home office staff

Three cats

They run quality assurance on my keyboard and have strong opinions about every deployment.

Games

Gaming

Systems, trade-offs, feedback loops, and the occasional late night because one more turn seemed reasonable.

Home

Rare houseplants

A slow-growing collection of uncommon, finicky plants. They are excellent practice in patient troubleshooting.

Stage

Musical theater

Cast recordings on loop. A good act one is really disciplined scoping, which is a sentence only a support person would say.