Courtney Jones

I’m looking for an Operations, Technical Operations, or Operations Analyst role where I can use my experience in investigation, problem-solving, process improvement, quality assurance, and workflow management. I’m particularly interested in roles supporting digital products, SaaS platforms, or internal business operations. I am a Technical Operations and Product Support professional with experience supporting digital platforms, enterprise systems, and complex operational workflows. My background combines technical troubleshooting, incident investigation, quality assurance, documentation, and process improvement to help teams identify issues, improve user experiences, and maintain reliable products. Throughout my career, I have supported technology platforms across gaming, streaming, and enterprise SaaS environments. I have investigated account and platform issues, analyzed workflow exceptions, performed product testing, documented defects through Jira, and collaborated with internal teams and external stakeholders to improve product quality and operational efficiency. At ADP, I supported enterprise clients utilizing complex payroll and HR technology platforms, troubleshooting system issues, managing escalations, and helping businesses successfully navigate critical workflows. At ModSquad, I provided Tier 2 operational support for digital products, conducting account investigations, policy reviews, gameplay testing, and defect reporting for client product teams. I enjoy working at the intersection of technology, users, and operations — understanding complex problems, identifying root causes, and building better processes that improve reliability and efficiency. Areas of focus: • Technical Operations • Product Support • Application Support • Incident Management • Escalation Management • QA Testing & Defect Reporting • Jira & Case Management Systems • Process Improvement & Documentation • Enterprise SaaS Platforms