Jason Burtamekh, Developer in Phoenix, AZ, United States
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Jason Burtamekh

Verified Expert  in Engineering

Bio

Jason is dedicated to creating effective customer support ecosystems that deliver exceptional service. He believes customer experience significantly influences business success, so he designs engaging support environments that build loyalty among customers and agents. Using tools like Zendesk, Jira, Slack, Zapier, webhooks, and automation, Jason enables clients to provide seamless omnichannel support, streamlining operations and enhancing productivity.

Portfolio

Freelance
Python 3, APIs, REST, DevOps, Zendesk, Zendesk API, Jira, Slack, Webhooks...
Bird Rides
Zendesk, Jira, Slack, Shopify, Confluence, Geckoboard, Microsoft Power BI...
Imagine Learning
Zendesk, Jira, Slack, Salesforce, NetSuite, Confluence, WordPress, Geckoboard...

Experience

  • APIs - 15 years
  • Zendesk - 13 years
  • Zendesk API - 13 years
  • Jira - 13 years
  • Slack - 13 years
  • Webhooks - 13 years
  • Zapier - 10 years
  • Postman - 10 years

Availability

Part-time

Preferred Environment

MacOS, Slack, Ubuntu Linux, Google, Jira

The most amazing...

...feat I've accomplished was writing a script during a complete system outage to recover around 1,200 employees who were kicked offline.

Work Experience

CRM Developer | Systems Engineer | Technical Consultant

2023 - PRESENT
Freelance
  • Led architectural audits and optimization initiatives for CRM environments, enhancing system performance and scalability across diverse client projects.
  • Facilitated cross-functional collaboration with stakeholders, streamlining workflows and implementing process improvements to enhance operational efficiency.
  • Partnered with executive sponsors to analyze business needs, proposing and implementing CRM integrations to address pain points and achieve strategic objectives.
  • Conducted CRM migration and merger projects, ensuring seamless data transition and minimizing disruption to business operations.
  • Leveraged Zendesk's REST API to automate bulk operations, implement systematic changes, synchronize data between systems, and execute custom payloads.
  • Collaborated with global department heads to optimize omnichannel support strategies, analyzing data metrics and industry trends to enhance customer experience and drive operational efficiency.
  • Introduced AI-powered solutions to enhance ticket deflection and self-help resources, improving customer experience and reducing support ticket volume.
  • Cooperated with marketing teams to design and implement branded help centers, ensuring a consistent and user-friendly customer experience.
  • Engineered secure integrations between CRM platforms and other enterprise systems, collaborating with system administrators and engineers to ensure seamless data flow and robust security protocols.
  • Implemented seamless integrations with 3rd-party applications and vendors, leveraging REST API, webhooks, and OAuth tokens to optimize data synchronization and functionality.
Technologies: Python 3, APIs, REST, DevOps, Zendesk, Zendesk API, Jira, Slack, Webhooks, Salesforce, Shopify, GitHub, Zapier, Postman

Senior Zendesk Systems Administrator

2022 - 2023
Bird Rides
  • Architected and managed four separate Zendesk instances, supporting a complex ecosystem of 500+ enterprise licensed agents, 3,000+ light agents, 10 brands, and 100+ groups.
  • Developed and implemented over 1,000 triggers, dozens of automations, and hundreds of macros to automate support processes, optimize ticket routing, and enhance agent efficiency.
  • Leveraged Zendesk's REST API to automate bulk operations, implement systematic changes, synchronize data between systems, and execute custom payloads.
  • Collaborated with global department heads to optimize omnichannel support strategies, analyzing data metrics and industry trends to enhance customer experience and drive operational efficiency.
  • Spearheaded the integration of Zendesk with various enterprise platforms, including Salesforce, NetSuite, Asana, Box, Lucidchart, Okta, GitHub, Slack, Jira, Trello, and proprietary apps, to streamline workflows and enhance data visibility.
  • Partnered with procurement teams during renewal processes, negotiating contract terms, reviewing security implications, and forecasting licensing usage to optimize costs and ensure compliance.
  • Worked closely with data scientists to analyze ticket usage patterns and workflows, comparing findings to industry benchmarks to identify areas for improvement and optimize support operations.
  • Served as a subject matter expert on Zendesk best practices, providing guidance and training to teams on system optimization, automation strategies, and data management.
  • Conducted ongoing research on emerging Zendesk products and industry trends, evaluating new technologies and recommending solutions to enhance support capabilities and maintain a competitive edge.
  • Collaborated with SecOps to conduct quarterly security reviews, perform benchmark testing, identify vulnerabilities, and implement corrective actions to ensure the integrity and security of the Zendesk platform.
Technologies: Zendesk, Jira, Slack, Shopify, Confluence, Geckoboard, Microsoft Power BI, Google, Google Sheets, Postman, APIs, REST, GPS, GPS Tracker

Senior Systems Engineer

2010 - 2022
Imagine Learning
  • Spearheaded a large-scale system migration integrating 1.2 million tickets from acquired companies, ensuring data integrity and seamless access to resources for migrated support teams.
  • Orchestrated integrations with Okta, Tymeshift, Geckoboard, Jira, Lessonly, SweetHawk, DigitalGenius, Ada, AnswerBot, Slack, MaestroQA, and Playvox, extending Zendesk functionality and creating a robust customer support ecosystem.
  • Developed and deployed Python scripts to automate user management during a company rebrand, collaborating with the active directory team to ensure smooth integration with Okta and SSO, minimizing disruption and maintaining system integrity.
  • Collaborated with data scientists, creating OAuth read-only tokens for Zendesk's legacy Zopim chat data. This enabled them to extract key data points for their Microsoft Power BI dashboards, facilitating data mining and live dashboard displays.
  • Supported investor-driven acquisitions by rapidly spinning up new Zendesk instances, integrating them into the existing architecture, and ensuring a seamless transition for newly acquired brands.
  • Teamed with department heads across all business units to optimize omnichannel support strategies, leveraging data analytics and industry best practices to streamline workflows, reduce response times, and elevate the customer experience.
Technologies: Zendesk, Jira, Slack, Salesforce, NetSuite, Confluence, WordPress, Geckoboard, Splunk, Data Lakes, Azure, VM, Ubuntu, Ubuntu Linux, Ubuntu Core, Ubuntu 16.04, Ubuntu 18.04, Expensify, Smartsheet, APIs, REST, REST APIs, Postman, Ada, Polymer, Maestro OTA, playvox, Okta, MDM

Experience

Project Wingspan – Taxonomy and Reporting Overhaul

This project involved re-architecting existing taxonomy fields and product lines for a logistic company's CRM. I facilitated the technical design and development work for this project by mapping existing system taxonomy to new taxonomy objects and rebuilding all communication and reporting workflows to leverage the updated schema.

Project Bird Brain – GPS Tracker and Notification Alert System

This project enhanced the SLA requirements for neighborhood preservation code compliance partnerships. It also offered field engineers and fleet managers a configurable region list, allowing effortless regional updates. In addition, it provided instant routing to closest proximity field teams based on GPS location for malfunctioning vehicles.

Project Unified – Data Consolidation and Data Management

This project involved consolidating an inventory of 1.5 million customer records and 100,000 organizations, identifying accounts needing to be merged, deleted, and synced, and performing a custom integration with Salesforce's ERP to enforce E.164 phone standards and external ID sync.

Certifications

JUNE 2020 - JUNE 2022

Zendesk Expert Certification Bundle (Support Admin, Explore CX Analyst, App Developer, I)

Bird Rides

APRIL 2014 - APRIL 2016

Certification: Zendesk App Developer I Expert Exam

Time4Learning

JANUARY 2013 - JANUARY 2015

Certification: Zendesk Talk Specialist Exam

Compass Learning

JANUARY 2013 - JANUARY 2015

Certification: Zendesk Chat Specialist Exam

Edgenuity

JANUARY 2013 - JANUARY 2015

Certification: Zendesk Explore CX Analyst Expert Exam

Imagine Learning

JANUARY 2013 - JANUARY 2015

Certification: Zendesk Support Administrator Expert Exam

Imagine Learning

OCTOBER 2012 - OCTOBER 2015

Certification: Zendesk Guide Specialist Exam

Imagine Learning

DECEMBER 2007 - PRESENT

Certification in Fire Science

Mesa College

DECEMBER 2002 - PRESENT

Certification in Computer Systems and Networks

Paradise Valley College

DECEMBER 2002 - PRESENT

Certification in Computer Systems and Networks

Arizona Status University

Skills

Libraries/APIs

Zendesk API, Google Sheets API, REST APIs, Polymer, Slack API

Tools

Zapier, Postman, Jira, Slack, Google Sheets, GitHub, Tableau, Confluence, Microsoft Power BI, Splunk, Smartsheet

Platforms

Zendesk, Salesforce, Databricks, Shopify, Unix, Linux, WordPress, Azure, Ubuntu, Ubuntu Linux, Ubuntu Core, Ubuntu 16.04, Ubuntu 18.04, Workato, MacOS

Languages

Python 3, SQL, Java, Ada

Paradigms

REST, DevOps

Storage

Data Lakes

Other

Dashboards, Customer Insights, APIs, Webhooks, Reporting, Dynamic Data, Fivetran, Geckoboard, Communication, Business Management, Anthropology, Network Administration, Medicine, Emergency & Urgent Care, Technical Support, Medical Coding, Advanced Cardiovascular Life Support (ACLS), UNIX Utilities, Unix Shell Scripting, Unix/Linux Virtualization, Programming, Engineering, LAN, WAN, Calculus, Differential Equations, Philosophy, Google, GPS, GPS Tracker, NetSuite, VM, Expensify, Maestro OTA, playvox, Okta, MDM, Slackbot, Amazon EventBridge

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