Laurence Wisdom

Senior Production Support Engineer @bolt

Austin, TX, US

Monitor, analyze, and resolve low- to critical-priority incidents using Splunk for log analysis, performance monitoring, and root cause identification. Manage end-to-end ticket lifecycle through SysAid, ensuring timely resolution, SLA adherence, and continuous service improvement. Coordinate escalations for high-impact incidents, minimizing downtime and ensuring effective stakeholder communication. Apply structured problem-solving techniques to identify process inefficiencies, troubleshoot production issues, and implement preventive measures.• Provided production support for multiple insurance and financial platforms, including AMS 360, ADBX, Superior Access, and custom client applications and CRMs. Monitor Tableau and Splunk dashboards, providing actionable insights and performance metrics to management and stakeholders.• Collaborate with cross-functional teams using Teams, Outlook, TFS, Monday.com for workflow coordination, prioritization, and task tracking to ensure smooth operations. Assist with contract review and functional analysis of customer software requirements, addressing change requests to align business needs with technical capabilities. • Lead technical account management for major enterprise clients, including USAA, Farmers, Kraft Lake, Stellantis, and National General, ensuring optimal client satisfaction. Manage and maintained system access and user accounts, upholding compliance and operational readiness across client environments. Assisted with carrier onboarding for the platform and customer CRMs, ensuring proper configuration, functionality, and data integration.• Deliver high-level customer service by addressing and resolving issues through phone, email, Microsoft Teams, and Zoom, maintaining strong and transparent client relationships. Manage certificate status by assisting cross teams and customers with upcoming expirations or required updates, ensuring continued service availability and compliance.

Capella University

Bachelors of Science

Maryville University of Saint Louis

Software Development

Tarrant County College

Associate of Arts - AA