$ ./whoami
Jason Persinger
role:
support systems specialist / technical communicator / operator
I untangle messy software problems, document the fix, and build support workflows people can actually use.
- base
- Roanoke, Virginia
- best_fit
- Support systems, technical support, implementation, enablement
- working_style
- Calm under escalation, documentation-minded, direct with stakeholders
> experience
- Built and run a solo support business end to end, from intake and scheduling to technical troubleshooting, pricing, and follow-through.
- Diagnose hardware, software, security, and workflow problems for residential and small-business clients, then translate fixes into plain language they can reuse.
- Use direct client work as a proving ground for practical support operations: expectation setting, documentation, and reducing repeat issues through better guidance.
- Trace high-stakes client issues across enterprise leave workflows, SSO failures, integrations, and configuration edge cases where the root cause is rarely obvious.
- Turn recurring support pain into runbooks, user guides, and workflow diagrams so teams can onboard faster and spend less time reinventing the same fix.
- Work between clients, support, product, and engineering in Salesforce and JIRA to escalate clearly, surface patterns, and move complex issues toward resolution.
- Led escalated support work on a fast-moving platform where response quality, compliance, and operational clarity all mattered at once.
- Built the team's knowledge base and onboarding materials, giving new hires a usable operating manual instead of relying on tribal knowledge.
- Helped translate policy and product changes into support guidance the wider team could execute consistently.
- Ran school-district software implementations from discovery through launch, balancing configuration work, stakeholder communication, training, and post-launch support.
- Worked through integration and configuration blockers with clients and engineering, keeping rollouts moving when technical details threatened adoption.
- Delivered training for administrators and staff with very different technical comfort levels, making the product more usable after go-live instead of just deployable.
> projects
community platform
A moderation-first job and skills board for Appalachia's tech community. It lowers posting friction, requires
compensation on every listing, and is designed to keep community usefulness ahead of growth gimmicks.
stack vanilla JS / Firestore / Cloud Functions / Netlify
business operations
The website and operating system for a solo repair business, covering marketing, booking, remote support, and
lightweight internal tracking for jobs, invoices, and tax estimates.
stack HTML / CSS / JS / Firebase / Google Places API / Netlify
> skills
core_work
- Technical support and escalation handling
- Root cause analysis across workflows and integrations
- Technical documentation, runbooks, and knowledge-base design
- User training, onboarding, and support process improvement
technical_toolkit
- Linux and command line
- Bash scripting and Git
- Salesforce and JIRA
- SSO, SAML, and OAuth concepts
working_knowledge
- SQL (basic)
- Python (basic)
- JavaScript (basic)
- Networking fundamentals
- LLM applications and AI products
education
- B.S. English Literature, Radford University
- Google IT Support Professional Certificate