Jeremy Wood | Technical CV

Professional Experience

Technical Support Specialist NOV 2025 — PRESENT

BLUETONE MEDIA

Serve as the senior technical anchor for build and support operations, resolving high-consequence infrastructure, hosting, and internal API anomalies.
Systemic Automation: Actively engineered and deployed Python/API automation workflows to streamline high-volume ticket resolution, leading to 40% of incoming support tickets being automatically resolved, vastly increasing team velocity.
High-Volume Management: Triaged and processed data-heavy task queues with meticulous accuracy, independently managing a load of 800+ monthly support requests for a lean 4-person IT unit while maintaining 100% SLA compliance.
Deep Diagnostics: Independently bypassed Tier-1 support gates to execute complex backend database remediations, script injections, and hosting optimizations to secure immediate platform stability.
Front-End Auditing: Utilized Chrome DevTools (Network/Console) and native JavaScript analysis to audit client builds, ensuring smooth system deployment and resolving hidden code regressions.

Director of Services NOV 2022 — DEC 2025

BLUETONE MEDIA

Led cross-functional technical build, service delivery, and customer support departments to design, scale, and govern operational infrastructure for enterprise clientele.
Departmental Leadership: Directed multi-disciplinary engineering and service units to bridge the gap between complex developer capacities and ultimate client delivery requirements.
Operational Rigor: Established scalable delivery frameworks and Agile/Scrum cadences, optimizing resource allocations and dramatically slashing overall project delivery cycles.
Infrastructure Resilience: Championed a high-integrity "Technical Forensics" culture to identify and annihilate recurring architectural blockers across the client portfolio.
Analytics Integration: Architected integrated internal data pipelines and dashboards using BigQuery, providing real-time executive visibility into service metrics, ticket hygiene, and retention telemetry.

Project Manager MAR 2021 — NOV 2022

BLUETONE MEDIA

Directed the end-to-end delivery of complex digital infrastructure, web systems, and internal systems integrations on time and under budget.
Technical Liaison: Translated ambiguous corporate requirements into rigorous, executable technical roadmaps for internal engineering pods.
Methodology Enforcer: Governed technical project lifecycles utilizing agile processes, ensuring total alignment with strict PMP standards, budgetary scopes, and client SLAs.
Workflow Optimization: Audited and rebuilt internal ticketing workflows, removing friction points and accelerating the time-to-value for complex platform builds.

Support Specialist AUG 2020 — FEB 2021

BLUETONE MEDIA

Provided critical Tier-1 & Tier-2 technical support and hosting systems administration for enterprise digital platforms.
Root Cause Diagnostics: Diagnosed and resolved complex CMS, server DNS, and staging environment issues using forensic HTML/CSS/JS analysis.
Knowledge Transfer: Standardized and authored internal wiki documentation, streamlining engineer onboarding and shortening average ticket resolution timelines.

Shift Manager JAN 2016 — AUG 2020

WALGREENS

Directed daily store operations, managing teams of 15+ employees in a fast-paced retail environment.
Oversaw inventory control, financial reconciliation, and KPI tracking, utilizing internal data systems to ensure operational efficiency.
Led employee training, conflict resolution, and performance management, consistently maintaining high scores for store compliance and operational rigor.

Laboratory Technician JAN 2014 — OCT 2015

PACE ANALYTICAL

Conducted high-precision environmental data analysis, ensuring strict adherence to EPA compliance and quality control standards.
Executed complex analytical procedures and managed large datasets with meticulous accuracy.
Maintained flawless chain-of-custody documentation and equipment calibration records, establishing an early foundation in data integrity, root-cause analysis, and process rigor.

Supervisor APR 2009 — AUG 2013

DAIRY QUEEN

Managed front-of-house and back-of-house operations, leading shift teams to ensure smooth workflow execution, inventory management, and high standards of customer service.

Intern NOV 2012 — DEC 2012

NORTH CAROLINA COOPERATIVE EXT

Supported community education and environmental data initiatives, assisting with agricultural research, data collection, and local outreach programs.

Web & Hosting Infrastructure

Managed WordPress (Core & DB), DNS, Caching/CDNs (Cloudflare, Fastly), Server Performance Auditing (Lighthouse, PageSpeed, GTMetrix), migrations.

Data & Analytics

SQL (Forensic audits & schema remediation), Google Tag Manager (Client & Server-Side), GA4, Google BigQuery.

Languages & Automation

Python (Custom scripts, data pipelines), JavaScript (DOM manipulation, tag injection), HTML/CSS, REST APIs, Webhooks.

Client Operations

Technical Account Management, QBRs, SLA Enforcement, Product Feedback loops, PMP & Certified ScrumMaster (CSM).