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TECHNICAL SUPPORT · SaaS CUSTOMER SUCCESS · PRODUCT OPS

AYANDA KOPANO GATSHA

Technical Operations & Product Systems Specialist

Founder & Product Operator

Product Operations · Technical Support / Success · SaaS Operations

“I find out what is actually happening, turn uncertainty into structured evidence, and build practical systems that make the work easier to operate.”

Technical operations, product systems and business operations professional with 10+ years of international experience across SaaS operations, customer support and success, product development, automation, technical troubleshooting, commercial research and process improvement.

VIEW THE PROOFCONTACT AYANDAOPEN CURRENT CV
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PROOF AT A GLANCE

Evidence before adjectives.

A recruiter should not have to take the résumé on faith. Each signal below points to a specific work record or case study.

HOW I WORK

Support is a method, not a script.

The same operating pattern runs through customer support, technical investigations and product work.

01

INVESTIGATE

I work from evidence outward: reproduce the problem, isolate variables, inspect system behavior and identify the narrowest supported cause.

02

EXPLAIN

I translate technical findings into clear steps for customers, teammates and non-technical stakeholders.

03

IMPROVE

I look for the repeated problem behind the individual issue: documentation, workflow, automation or product changes that reduce the chance of it happening again.

SELECTED WORK / CASE STUDIES

Problems I have actually owned.

Four different environments; the common thread is taking responsibility for what is happening, finding evidence and keeping the work moving.

01

Founder, Product Systems Builder & Product Operator

From manual reports to BoardSignal V1 — a live product and operating system

CONTEXT
BoardSignal began as manually assembled personal chess reports and is now BoardSignal V1 — Founding Release / Limited Availability.
PROBLEM
Turn a manual founder-delivered service into a repeatable product that could collect and interpret public chess data, maintain persistent identity and ongoing context, support users, preserve privacy, recover from source/account failures and produce Current BoardSignal plus immutable completed Reviews without requiring the founder to manufacture every report by hand.
WHAT I OWNED
  • Product strategy, architecture and full-stack implementation
  • Player onboarding, identity and account recovery
  • Chess-data pipelines, Current BoardSignal and Review lifecycle
  • Reliability, privacy, PWA/offline and release engineering
  • Founder operations, usage/return evidence and support cases
  • Product changes driven by real-user behavior
WHAT I DID
Built and operate a deterministic Next.js/TypeScript/Firebase product around Chess.com retrieval, chess.js, selective Stockfish analysis, persistent identity and bounded product memory. The V1 system includes Current BoardSignal, completed Reviews, Progress, Journal, evidence-based coaching, Universe, Friends/Rivals, private messaging, Ask BoardSignal, PWA/offline behavior, Founder operations and regression-driven release gates.
RESULT
BoardSignal reached an established V1 baseline with real users and ongoing production operations. The dated 1 September 2026 snapshot records 99 canonical active player accounts, 74 cumulative Reviews and 50 players with at least one completed Review. The case study preserves that V1 snapshot; ongoing fixes, additions and release work are documented through the public BoardSignal Pipeline.
EVIDENCE
BoardSignal V1 case study + live BoardSignal Pipeline
VIEW LIVE PRODUCTREAD V1 CASE STUDYVIEW LIVE PIPELINE
02

AI Automation Specialist — Technical Operations & Support

Root-cause investigation across Windows, RDP and browser runtime

CONTEXT
An inherited browser automation environment running Spotify on a Windows VPS over RDP.
PROBLEM
Spotify appeared to start playback inside a managed Chromium browser but produced no audio and did not advance playback.
WHAT I OWNED
  • Technical investigation
  • Layer-by-layer fault isolation
  • Runtime QA and monitoring
  • Reliability testing
  • Technical documentation and SOPs
WHAT I DID
Tested Windows audio, RDP audio, browser media behavior, Spotify accounts, Microsoft Edge comparison, the automation extension, fresh browser profiles, Chromium media internals and developer-console behavior. The evidence narrowed the failure away from Windows, the audio pipeline, Spotify account, browser profile and extension, and toward the managed browser runtime.
RESULT
Later operational work used staged QA and reliability testing, culminating in a 72h09m uninterrupted five-session run with no observed browser crashes or recorder resets before the environment was intentionally stopped.
EVIDENCE
Spotify Playback Investigation Report
READ TECHNICAL INVESTIGATION
03

Sales & Client Success Contractor

Customer operations across a fragmented multi-system workflow

CONTEXT
Customer-facing publishing operations in June–July 2026.
PROBLEM
Manage customer conversations, qualification, follow-up, production handoff and commercial opportunity tracking across distributed tools without losing context or execution quality.
WHAT I OWNED
  • Customer calls and qualification
  • Requirements clarification
  • Service explanation
  • Production instructions and handoff
  • Opportunity tracking and coordination
WHAT I DID
Worked across Google Voice, Gmail, Google Calendar, Calendly, Airtable, Trello, Google Docs, Google Drive, Discord and internal SOP / knowledge systems, translating customer conversations into clear production and follow-up actions.
RESULT
During the documented 22–29 June reporting period: 91 calls, 18 qualified conversations, nine cover previews, one proposal/invoice sent and eight additional proposals in development; one documented closed sale worth USD $350.
EVIDENCE
Operational Learning & Performance Report
READ OPERATIONAL PERFORMANCE REPORT
04

Independent Contractor — Client Support, Business Operations & Systems

Long-term international operations and systems support

CONTEXT
January 2016–Present · part-time since November 2024
PROBLEM
Support long-running, high-volume international operations in a distributed SaaS environment where consistency, accurate follow-through and autonomous execution matter.
WHAT I OWNED
  • Client support and business operations
  • High-volume process-driven workflows
  • Communication templates and documentation
  • Data accuracy and repeatable processes
  • Automation and process improvements
WHAT I DID
Worked autonomously across international operations and collaborated directly with senior leadership including the CEO, CMO and Director of Customer Success. Contributed code, feedback, templates, documentation and workflow improvements.
RESULT
Sustained contribution since 2016, including a documented operating period of 135,900+ follow-up messages for 316 clients, averaging approximately 2,600 per week.
EVIDENCE
Updated CEO Reference — Laura McGregor, CEO / Co-Founder, August 2025
READ UPDATED CEO REFERENCE

EXPERIENCE

A remote career built on ownership.

Open any role for the selected evidence. In print, the role details expand automatically.

01ADMIN HUB / BOARDSIGNALFounder, Product Systems Builder & Product Operator
  • Took BoardSignal from manual founder-delivered chess reports to BoardSignal V1 — Founding Release / Limited Availability — used by real players.
  • Built the end-to-end player journey across Google-first onboarding, Chess.com identity, automated game collection, Current BoardSignal, immutable completed Reviews, Progress, coaching and support/recovery states.
  • Built and operate the product stack across Next.js, React, TypeScript, Firebase/Auth/Firestore, chess.js, Stockfish Web Workers, PWA/service workers, IndexedDB, GitHub Actions and Vercel.
  • Operate a Founder Newsroom for player lifecycle, Current BoardSignal health, Review production, usage/returns, feedback, communications, public coverage and support/recovery cases.
  • Established release discipline using regression suites, TypeScript validation, real Chrome rendering and production builds; ongoing V1.x development is documented through the public BoardSignal Pipeline.
02COMMISSIONCROWDIndependent Contractor — Client Support, Business Operations & Systems
  • Long-term independent contractor supporting an international B2B SaaS sales platform and distributed customer/network operations.
  • Worked directly with senior leadership including the CEO, CMO and Director of Customer Success.
  • Created and improved communication templates, operational documentation, data-targeting logic and repeatable processes.
  • Contributed code, feedback and automation improvements while supporting high-volume international workflows.
  • Internal work records include 135,900+ follow-up messages for 316 clients during a documented operating period.
03REDPLANETAI Automation Specialist — Music & Content Platforms
  • Inherited an existing Windows VPS/browser environment and used evidence-first root-cause troubleshooting across Windows, RDP and managed Chromium layers.
  • Migrated the environment from ixBrowser to GoLogin/Orbita after staged validation and built PowerShell, REST API and CLI tooling for control, evidence and repeatable QA.
  • Completed a 72h09m uninterrupted five-session reliability run and identified approximately 96% RAM utilisation as the practical scaling constraint.
  • Produced technical manuals, troubleshooting guidance, architecture notes, operating checklists and SOPs.
04MARKEE BOOKS / MARKEE MEDIASales & Client Success Contractor
  • Handled customer calls, requirements discovery, service explanation and publishing-production handoffs.
  • Converted customer conversations into actionable instructions for design/production teams and maintained proactive follow-up across multiple systems.
  • Documented 91 calls, 18 qualified conversations and nine cover previews during the 22–29 June reporting period, with one documented USD $350 sale.
05NORTHSHORE SUPPLYE-commerce Product Research & Marketplace Operations Assistant
  • Researched Amazon Canada marketplace opportunities using Seller Central, Keepa, RevSeller and structured commercial evidence.
  • Screened/logged at least 39 products, with 16 provisional leads progressing to the OA Leads stage during documented work.
  • Used structured review states, data-completeness checks and human-in-the-loop decision logic rather than forcing unresolved cases into false certainty.

EVIDENCE & REFERENCES

Open the work behind the claims.

Only explicitly approved professional evidence is linked here. No Drive folders, private contracts, identity documents or beta-player material are exposed.

REFERENCEPDF

CommissionCrowd CEO Reference

August 2025

OPEN EVIDENCEExternal evidence · opens in new tab
SYSTEM CASE STUDYGoogle Doc

BoardSignal — Product Systems, Technical Architecture & Founder Operations Case Study

V1 snapshot · September 2026

OPEN EVIDENCEFixed V1 portfolio snapshot · opens in new tab
LIVE DEVELOPMENTWeb

BoardSignal Pipeline

Current

OPEN EVIDENCELive product development and release record
PERFORMANCE REPORTGoogle Doc

Operational Learning & Performance Report

22 Jun–1 Jul 2026

OPEN EVIDENCEExternal evidence · opens in new tab
TECHNICAL INVESTIGATIONPDF

Spotify Playback Investigation Report

July 2026

OPEN EVIDENCEExternal evidence · opens in new tab
CURRENT CVGoogle Doc

Current CV

External document

OPEN EVIDENCEExternal CV link · opens in new tab

TOOLS

Grouped by the job they help me do.

A practical working set across customer operations, technical troubleshooting and documentation.

PRODUCT & TECHNICAL

  • JavaScript
  • TypeScript
  • React
  • Next.js
  • Node.js
  • Firebase
  • Firestore
  • Authentication
  • REST APIs
  • PWA / Service Workers
  • IndexedDB
  • Git / GitHub / GitHub Actions
  • Vercel

OPERATIONS & TROUBLESHOOTING

  • Technical operations
  • Product operations
  • Root-cause analysis
  • Windows Server
  • RDP
  • PowerShell
  • CLI tooling
  • Browser troubleshooting
  • Logging & monitoring
  • Regression & real-browser QA

CUSTOMER & BUSINESS

  • Customer support / success
  • Onboarding & implementation
  • Google Workspace
  • Microsoft 365
  • Airtable
  • Trello
  • Notion
  • ClickUp
  • Asana
  • HubSpot
  • Slack
  • Discord
  • Zoom / Meet / Teams

RESEARCH & COMMUNICATION

  • Technical documentation
  • SOPs & troubleshooting guides
  • Evidence-based reporting
  • Professional writing
  • Interviewing
  • Marketplace research
  • Amazon Seller Central
  • Keepa
  • RevSeller

EDUCATION & TRAINING

Research, verification and systems learning.

2016

SIMON FRASER UNIVERSITY

Certificate in New Media Journalism

Canada

Research, interviewing, verification, professional writing and technical/customer communication.

ADDITIONAL TRAINING

  • Intuit Bookkeeping Certification — 2022
  • Web Development Training — The App Brewery — 2021
  • Certificate of Proficiency — Long-Term Insurance
  • Certificate of Proficiency — Short-Term Insurance
  • Basics of Wealth Management — Distinction

09 — CONTACT

Need someone who can own the problem, investigate what is actually happening, explain it clearly and keep the customer moving?

LET'S TALK.

EMAIL AYANDAVIEW LINKEDINVIEW GITHUBOPEN CURRENT CV
gatshaayanda@gmail.com+267 73 176 245EMEA · GMT+2Flexible overlap with European and Americas business hours
Ayanda Kopano GatshaTechnical Support · SaaS Customer Success · Product Operations2026