Tracy Leveque

About Tracy Leveque

Senior Customer Support Integration Specialist with 25+ years of experience supporting enterprise software platforms, customer integrations, and complex technical environments. I specialize in diagnosing and resolving cross-system issues involving APIs, web services, databases, application servers, and platform configurations.I have been repeatedly brought into organizations to build and stabilize support functions and technical support environments. In my current role, I established the customer support organization and serve as the senior escalation resource for integration and system-to-system issues. My work includes troubleshooting REST and SOAP interfaces, validating backend data, reproducing customer integration scenarios, and partnering with engineering to resolve platform and connectivity failures.I have implemented and configured enterprise support platforms including Salesforce and Freshdesk, including customer portal setup and workflow configuration, through hands-on evaluation and system buildout. I regularly perform backend and SQL-based validation as part of integration troubleshooting and incident resolution.Earlier in my career, I supported large-scale ERP integration platforms and built reproducible lab environments including databases and web servers to diagnose customer integration issues. I am known for deep technical diagnostics, calm escalation handling, and customer-facing incident leadership.Core strengths include:• Customer integration troubleshooting• REST and SOAP API support• System-to-system diagnostics• Backend data validation• Support environment configuration• Application and web server troubleshooting• Cross-team technical escalation• Integration log analysis• Support platform implementationI am especially effective in senior escalation and integration support roles where complex technical issues require structured diagnosis and cross-team coordination.

Experience

1. Senior Customer Support Specialist

   Nextworld®

   Aug 2019 — Present · Denver, CO, US

   Senior Customer Support Analyst (Integration & Escalation Lead)Nextworld — Denver, CO2019 – PresentSenior escalation and integration support specialist for enterprise SaaS platform supporting customer integrations and cross-system connectivity.Serve as senior escalation lead for complex customer integration and system-to-system technical issuesTroubleshoot API, web services, and platform integration failuresDiagnose backend configuration and connectivity issues through log and data analysis, and PostmanPartner with engineering to resolve integration defects and interface issuesConfigure and maintain support environments to reproduce customer integration scenariosImplemented and configured Salesforce support platform and customer support portalLed migration and configuration of Freshdesk support platform after company mergerPerform SQL-based validation and backend data checks during issue diagnosisProvide customer-facing technical guidance during integration setup and troubleshootingHiring manager for India and local support analysts

Education

• University of Colorado Denver

  Master's degree, Management Information Systems, General

• Regis University

  BS, Business

Skills

• Business Intelligence
• Oracle
• Requirements Analysis
• Unix
• Oracle Applications
• Cloud Computing
• Internet of Things
• Mobile Technology
• Saas
• Enterprise Software
• Integration
• Enterprise Architecture
• Software Project Management
• Erp Software
• Data Warehousing
• Mobile Applications
• Business Services
• Business Process
• Software Development
• Databases
• Erp
• IT Strategy
• Sdlc
• Solution Architecture
• Business Analysis
• IT Management
• Weblogic
• Sql
• Testing
• Soa
• Application Information Server