Software Support Analyst
Remote
Provided technical support across a nationwide network of Barnes & Noble college bookstores, while identifying and solving an internal knowledge management gap by building a custom tool under strict infrastructure constraints.
What I did
- Supported 5,000+ end-users at 800+ locations nationwide across software, hardware, and network issues
- Resolved 3,700+ inbound client issues with thorough documentation across 20+ applications
- Built an internal knowledgebase tool to centralize team knowledge -- a fully self-contained HTML/CSS/JS application with no external dependencies, built within strict flat-file infrastructure constraints including base64-encoded assets
- Provided hardware support for point-of-sale systems, printing devices, and Microsoft environments
The Problem
The support team lacked a centralized place to document common issues, solutions, and domain knowledge. Onboarding was slow and institutional knowledge lived in people's heads rather than a shared system. Standard tooling wasn't an option due to infrastructure restrictions on what could be hosted or installed.
The Process
Identified the gap, proposed a solution, and built a lightweight internal knowledgebase as a single self-contained HTML file -- embedding all styles, scripts, and images as base64 directly to satisfy the flat-file infrastructure constraint. Designed it to be easy for non-technical team members to reference and for the team to contribute to over time.
The Outcome
The team gained a shared reference tool that reduced repeated questions, sped up issue resolution, and helped onboard new team members more efficiently. Shipped entirely within the constraints of the environment with no setup, no dependencies, and no maintenance overhead.
The Lesson
Constraints force creative solutions. The restriction that made this project technically interesting -- everything in a single file -- also made it immediately deployable with zero friction. Sometimes the limitation is the feature.