{
    "basics": {
        "name": "Daniel Carmichael",
        "label": "Technical Support Specialist | API, Webhook & Integration Troubleshooting",
        "email": "daniel@danclicks.com",
        "phone": "(623) 980-6242",
        "url": "https://danclicks.com",
        "summary": "L2 technical support specialist who brings engineering teams proof, not guesses. I troubleshoot APIs, webhooks, and CRM integrations for SaaS customers, run live sessions with technical buyers, and translate root causes into plain-language next steps.",
        "location": {
            "city": "Tucson",
            "region": "Arizona",
            "countryCode": "US"
        },
        "profiles": [
            {
                "network": "LinkedIn",
                "username": "danielcorycarmichael",
                "url": "https://www.linkedin.com/in/danielcorycarmichael"
            },
            {
                "network": "GitHub",
                "username": "dewd11",
                "url": "https://github.com/dewd11"
            }
        ]
    },
    "work": [
        {
            "name": "Aircall",
            "position": "Technical Support Specialist (L2)",
            "location": "Remote",
            "startDate": "2025-12-01",
            "summary": "L2 escalation point for SaaS telephony customers, owning complex API, webhook, integration, and call routing issues from first evidence through engineering fix and customer confirmation.",
            "highlights": [
                "Resolved 450+ escalated tickets for SMB to enterprise customers spanning REST APIs, webhooks, OAuth, CRM integrations (Salesforce, HubSpot, Zendesk), SMS/WhatsApp, and VoIP call routing.",
                "Filed 200+ engineering escalations backed by Datadog log analysis, control groups, and before/after baselines; engineers repeatedly confirmed root-cause hypotheses, leading to shipped production fixes.",
                "Untangled three overlapping integration failures for a Tier-1 account ahead of renewal by tracing call events and reading the vendor's API docs; engineering confirmed the root cause and the customer confirmed recovery.",
                "Proved a caller ID defect affecting about 8% of 5,370 outbound calls via comparative log analysis, driving two fixes.",
                "Ran live troubleshooting sessions with technical buyers at at-risk accounts (HAR captures, guided setup); advised a phased pilot over a 38-integration rollout after weighing license cost and reliability risk.",
                "Built and released an AI-assisted ticket diagnosis tool used team-wide; audited 152 log-query templates and flagged 46% as broken or returning false results."
            ]
        },
        {
            "name": "Best Western Hotels",
            "position": "IT Technician",
            "location": "Phoenix, AZ",
            "startDate": "2024-01-01",
            "endDate": "2025-09-13",
            "summary": "Supported 4,000+ franchise hotels internationally on POS, LAN/WAN, VPN, and voice/data connectivity.",
            "highlights": [
                "Resolved 40+ tickets daily across POS, LAN/WAN, and voice/data connectivity using TCP/IP and VSAT (satellite/RF).",
                "Diagnosed corporate VPN stability, Okta MFA, and hardware issues via remote desktop tools, documenting packet flow analysis in Cherwell for clean shift handoffs."
            ]
        },
        {
            "name": "GNC",
            "position": "Service Desk Analyst",
            "location": "Phoenix, AZ",
            "startDate": "2023-07-01",
            "endDate": "2024-01-01",
            "summary": "First-level support and incident management for 17,000+ retail associates nationwide.",
            "highlights": [
                "Managed high-volume incident resolution, completing 30+ service calls daily across store hardware and software.",
                "Streamlined ticket triage and coordinated hot-spare dispatch for distributed stores, translating technical constraints into clear instructions for non-technical staff."
            ]
        },
        {
            "name": "Southwest Network",
            "position": "Technical Analyst",
            "location": "Phoenix, AZ",
            "startDate": "2020-06-01",
            "endDate": "2023-07-14",
            "summary": "Promoted from Office Assistant to Technical Analyst in March 2022. Supported a HIPAA-regulated healthcare environment of 400+ users across 8 clinics.",
            "highlights": [
                "Spearheaded a cloud migration for 400+ users, moving on-prem Cisco CUCM/Jabber and Microsoft AD to a HIPAA-compliant hybrid cloud using Microsoft 365, Azure AD, Microsoft Teams, and Cisco Webex.",
                "Audited 500+ devices across 8 clinics through the full IT asset lifecycle under HIPAA controls, reducing expenditures by over 10% with 100% secure e-waste recycling.",
                "Administered Microsoft Intune and Knox MDM policies for Windows, macOS, and mobile fleets, and automated routine maintenance with scripting and NinjaRMM."
            ]
        }
    ],
    "education": [
        {
            "institution": "Northern Arizona University",
            "area": "Information Systems Management; Comparative Cultural Studies (East Asia emphasis)",
            "studyType": "BSBA, BA",
            "minor": "Japanese Language",
            "endDate": "2020-05-01",
            "courses": [
                "ISM440 - Applied Business Intelligence",
                "ISM310 - Database Analysis Model/Design",
                "ISM320 - Hardware and Operating Systems",
                "CS122 - Programming for Engineering and Science"
            ]
        }
    ],
    "certificates": [
        {
            "name": "Network+",
            "date": "2025-11-07",
            "issuer": "CompTIA",
            "url": "https://www.comptia.org/"
        },
        {
            "name": "API Fundamentals Student Expert",
            "issuer": "Postman"
        }
    ],
    "skills": [
        {
            "name": "APIs & Integrations",
            "keywords": ["REST APIs", "Webhooks", "OAuth 2.0", "Postman", "Salesforce", "HubSpot", "Zendesk"]
        },
        {
            "name": "Troubleshooting & Observability",
            "keywords": ["Datadog log analysis", "HAR captures", "SIP/VoIP call flows", "Signal flow analysis", "DNS/DHCP", "VPN/firewall"]
        },
        {
            "name": "Network Infrastructure",
            "keywords": ["TCP/IP", "LAN/WAN", "VPN", "VSAT"]
        },
        {
            "name": "Data & Tools",
            "keywords": ["SQL", "Looker", "Jira", "Zendesk", "PowerShell", "Linux", "AI-assisted workflow automation"]
        },
        {
            "name": "Development",
            "keywords": ["HTML/CSS", "JavaScript", "Git", "GitHub Actions CI/CD"]
        }
    ],
    "projects": [
        {
            "name": "Full Stack Web Deployment",
            "description": "Built and hosted a static portfolio with a headless CMS and automated deployment.",
            "highlights": [
                "HTML/CSS/JS front end with Grav as a headless CMS.",
                "GitHub Actions CI/CD pipeline for automated deployment.",
                "Serves this resume as JSON via curl."
            ],
            "keywords": ["HTML", "CSS", "JavaScript", "Grav", "GitHub Actions"],
            "url": "https://danclicks.com"
        }
    ],
    "languages": [
        {
            "language": "English",
            "fluency": "Native speaker"
        },
        {
            "language": "Japanese",
            "fluency": "Limited working proficiency (JLPT N3)"
        }
    ],
    "interests": [
        {
            "name": "Photography",
            "keywords": ["Drone", "Camera", "Phone"]
        },
        {
            "name": "Video Games",
            "keywords": ["Deadlock", "Total War"]
        },
        {
            "name": "Sustainability",
            "keywords": ["Hiking", "Camping"]
        }
    ],
    "meta": {
        "version": "v1.0.0",
        "lastModified": "2026-10-27"
    }
}