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SaaS Support Professional · Tampa Bay, FL

Dominique Sykes

I turn complex technical problems into clear, confident solutions — and make sure every customer feels genuinely taken care of along the way.

View My Experience Get In Touch
30,000+
Clients supported at MemberClicks Professional
90%+
CSAT score maintained at ID.me across 90–150 daily interactions
#1
Daily ticket resolution rate on the MemberClicks support team

Who I Am

People-first. Technically grounded.

I am a SaaS support professional based in Tampa Bay, FL with 7+ years of experience helping people get the most out of complex technology — from enterprise membership platforms to identity verification systems to smart home installations.

What sets me apart is a combination that is harder to find than it sounds: I am genuinely technical and genuinely warm. I hold the highest daily ticket resolution rate on my current team, and I have been told that clients can feel my enthusiasm even over the phone.

I thrive in remote, documentation-driven environments where ownership and clear communication matter. I do not just close tickets — I identify root causes, surface patterns to product teams, and help customers feel confident long after the conversation ends.

I hold a BS in Biology from the University of West Florida and bring a problem-solving mindset shaped by science, tech, and years of real-world customer interaction.

🎯
Root Cause Focused I solve the real problem, not just the ticket in front of me.
🤝
Relationship Driven Clients trust me as a go-to partner, not just a support contact.
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Technically Versatile SQL, API management, HTML/CSS, Cisco networking, IoT systems.
📝
Documentation & Video OBS, Nimbus, AI-assisted scripting for client-facing content.
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Tampa Bay Local Based in St. Petersburg, FL — available remote or hybrid.

Where I've Been

Experience that speaks for itself.

Present
Product Support Specialist
MemberClicks Professional · Remote
  • Ranked #1 on the team for daily ticket resolution (25–30/day) supporting 30,000+ clients on a SaaS association management platform
  • Troubleshoot complex issues across member databases, billing, websites, and API integrations using SQL, HTML/CSS, and API management
  • Produce client-facing explainer videos using OBS and Nimbus to improve self-service adoption and reduce repeat contacts
  • Surface recurring feedback trends to product and engineering teams, contributing to platform improvements
Sept 2025 – Jan 2026
SimpliSafe Sales Advisor
ActionLink · St. Petersburg, FL
  • Delivered consultative smart home security demos at Best Buy, consistently meeting seasonal sales targets
  • Maintained perfect attendance across all scheduled shifts and submitted accurate post-event reporting
Feb 2023 – Dec 2024
Meta Brand Ambassador
BDS Connected Solutions · Tampa, FL
  • Delivered 30+ live demos per day for Meta Quest VR and Ray-Ban Smart Glasses, consistently supporting store quota attainment
  • Used Claude AI to develop and refine demo scripts, creating audience-aware narratives that improved engagement
  • Trained retail associates on Meta's AR/VR lineup, standardizing demo flows for consistent brand representation
July 2021 – April 2023
Member Support Specialist
ID.me · Remote
  • Managed 90–150 daily interactions via email, chat, and Zoom with 90%+ CSAT and 24-hour average resolution time
  • Specialized in identity verification failures, account access, and government benefit eligibility cases
  • Created client-facing video walkthroughs using OBS and Nimbus, reducing escalations and improving first-contact resolution
Nov 2018 – Oct 2021
Smart Home Field Technician
Powers IoT · Tampa, FL
  • Completed 100+ residential Nest smart home installations with consistent 5-star ratings and repeat service requests
  • Selected for VIP installations for Airbnb properties and international clients under tight deadlines
  • Trained homeowners on full system operation and upsold additional services consultatively
Feb 2020 – Dec 2025
IT Field Technician
Field Nation (Independent Contractor) · Tampa, FL
  • Completed 230+ field service deployments across retail, healthcare, and office environments with a 4.5-star platform rating
  • Configured Cisco routers, structured cabling, WiFi access points, POS systems, and Windows endpoints

What I Bring

Skills & tools.

Support & Platforms
Zendesk CRM Tools Salesforce Knowledge Base Escalation Mgmt
Technical
SQL API Management HTML / CSS Cisco Networking Structured Cabling
Content & AI
OBS Studio Nimbus Claude AI Demo Scripting Explainer Videos
Soft Skills
Root Cause Analysis Technical Training Async Communication Customer Advocacy Process Documentation

Let's Connect

Get in touch.

I am open to new opportunities in SaaS product support, customer success, and technical roles. Whether you have a specific role in mind or just want to connect — I would love to hear from you.

📍
St. Petersburg, FL 33711
📞
727-348-8826
✉️
[email protected]
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Available for remote or Tampa Bay hybrid roles