Hello, I'm

Gower Andros Aimable

I'm a |

Escalation SME and B2B SaaS technical support specialist at Vonage with nearly 2 years of hands-on experience troubleshooting API integrations, debugging configurations, and guiding enterprise clients through onboarding and platform migrations.

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English (Native) Chinese (B1)
Gower Andros Aimable
gower@portfolio:~

$ whoami

Gower Andros Aimable — Escalation SME @ Vonage

$ cat metrics.txt

MTTR: 32h (SLA: 72h) | QA: 100% | CSAT: 100%

$ cat interests.txt

API Integration | Cybersecurity | IT Consulting

$ ./launch-portfolio.sh

Portfolio loaded successfully. Welcome!

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About Me

I'm an Escalation SME and designated technical expert for L1/L2 enterprise B2B support at Vonage — a global cloud communications SaaS platform. I handle the most complex enterprise cases, debug API integrations with Postman, and guide clients through onboarding and platform migrations.

My track record speaks for itself: 32-hour average MTTR against a 72-hour target (55% faster), 100% QA score for 4 consecutive months, and a 100% customer satisfaction rating. I've been personally commended by enterprise customers and Customer Success Managers for clear, decisive technical communication under pressure.

Beyond support, I'm deeply passionate about cybersecurity — particularly penetration testing — and I'm expanding into technical consulting and integration management, leveraging my hands-on expertise to help organizations optimize their technology ecosystems.

My career journey started in healthcare (nursing), which gave me strong analytical thinking, systematic problem-solving, and client-facing communication skills honed in high-stakes environments — skills that translate directly to enterprise technical support and consulting.

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32h MTTR

55% faster than the 72-hour SLA target

✅

100% QA Score

Maintained for 4 consecutive months

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100% CSAT

Perfect customer satisfaction rating

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~20 Enterprise Accounts

Managing high-value client portfolio

What I'm Looking For

🔗

Technical Integration Management

Leading API integrations, coordinating cross-functional teams, and ensuring seamless technical onboarding for enterprise clients.

💡

IT Consulting

Advising organizations on technology strategy, platform optimization, and operational efficiency using hands-on technical expertise.

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Cybersecurity

Pursuing penetration testing and security assessment roles, combining technical depth with a systematic, detail-oriented approach.

Technical Skills

API & Integration

REST API Troubleshooting Postman API Configuration Debugging Webhook & Payload Analysis JSON HTTP Methods

Cybersecurity

Penetration Testing Vulnerability Assessment Network Security Access Controls Incident Response OWASP Top 10 Security Principles

Documentation & Project Tools

Confluence Jira Salesforce Technical Runbooks Knowledge Base Authoring SLA Tracking

Infrastructure & Languages

Linux (Debian) Windows Server TCP/IP DNS VPN Python Bash Git

Experience

April 2024 – Present

Technical Support Engineer – Escalation SME

Vonage | Kraków, Poland

  • Designated escalation point for L1/L2 team — handling the most complex enterprise B2B cases across Vonage's global SaaS communications platform
  • Manage a portfolio of ~20 enterprise accounts as the designated escalation point, including highly sensitive, high-value clients
  • Debug API calls and configurations using Postman to replicate, isolate, and resolve integration failures; maintain 32h MTTR against 72h SLA
  • Conduct pre- and post-onboarding training sessions for enterprise customers, advising on platform tools, features, and best practices
  • Translate technical root-cause findings into clear remediation guidance for both engineering teams and non-technical stakeholders
  • Author and maintain Confluence how-to articles, knowledge base entries, and escalation handoffs used across the support team
  • Mentor junior engineers on advanced troubleshooting techniques, systematic problem-solving, and documentation standards
May 2023 – August 2023

Order Management Coordinator

Motorola Solutions | Kraków, Poland

  • Managed end-to-end B2B customer order coordination across Sales, Logistics, and Finance teams
  • Maintained detailed customer records in Salesforce CRM, ensuring data accuracy and cross-team accessibility
  • Delivered high satisfaction through clear communication and accurate delivery tracking

Projects

🔗

Enterprise API Integration Debugging

Diagnosed and resolved complex API integration failures across ~20 enterprise client accounts at Vonage. Built reproducible test cases in Postman, analyzed webhook payloads, and delivered root-cause documentation — contributing to a 55% faster-than-SLA resolution rate.

Postman REST APIs Webhooks JSON
📚

Support Knowledge Base Overhaul

Authored and standardized Confluence documentation including how-to guides, technical runbooks, and escalation templates. Used across the entire L1/L2 support team, reducing onboarding time for new engineers and improving handoff quality to Engineering.

Confluence Technical Writing Runbooks Process Design
🔒

Cybersecurity Home Lab

Built a dedicated lab environment for practicing penetration testing and vulnerability assessment. Configured virtual networks, deployed vulnerable targets, and documented findings — developing hands-on skills aligned with ISC2 CC and Google Cybersecurity certifications.

Kali Linux Nmap Wireshark Network Security
👥

Enterprise Client Onboarding Program

Designed and delivered pre- and post-onboarding training sessions for enterprise customers at the request of Customer Success Managers. Covered platform tools, API usage, and integration best practices — directly supporting high-value account retention.

Client Training API Guidance Onboarding SaaS

What Others Say

"

The only person with their head screwed on correctly.

Enterprise Customer During a critical platform migration meeting at Vonage
"

Exceptional handling of high-value client escalations across multiple sensitive enterprise accounts where protecting the customer relationship was critical.

Customer Success Manager Dedicated commendation meeting held with management

Certifications

ISC2

Certified in Cybersecurity (CC)

ISC2 — August 2023

G

Google Cybersecurity Professional Certificate

Coursera — November 2024

G

Google IT Support Professional Certificate

Coursera

P

Postman API Fundamentals

Postman Academy

Education

🎓

Associate's Degree in General Nursing

Sir Arthur Lewis Community College | Saint Lucia | 3-year program

Career transition: Moved from healthcare into technology, applying strong analytical thinking, systematic problem-solving, and client-facing communication skills developed in high-stakes clinical environments — skills that now drive my approach to enterprise technical support, escalation management, and client relations.

Get In Touch

Based in Kraków, Poland. Available immediately and open to remote opportunities. Interested in working together? Reach out directly.

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👥
💻
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Location

Kraków, Poland

The fastest way to reach me is via email or LinkedIn. I typically respond within 24 hours.

Send Me an Email Connect on LinkedIn