Work Experience

Lead Technical Engineer

2025—Present

  • Worked with CEOs/CTOs to deploy, optimize, and harden production servers that host thousands of businesses and apps. Solved critical infections and company-wide outages for our top global partners.
  • Developed and maintained the quality of our Knowledge-Centered System (KCS) help center. Final go/no-go decision reviews on publications and redactions of the internal and public knowledgebase.

Senior Technical Engineer

2024—2025

  • Handled escalations from irate clients and severity-1 level cases. Monitored, triaged and assigned incoming requests to other agents. Onboarded and helped train and coach new-hires.
  • Published and kept articles up-to-date according to customer and employee feedback. (KCS Publisher).

Middle Technical Engineer

2022—2024

  • Configured web, mail, and DNS servers. Troubleshot network, security and a variety of software (MySQL, MariaDB, MSSQL, RHEL/Debian-based, Apache, nginx, HTML, CSS, Node.js, Dovecot).
  • Wrote, approved and rejected internal articles for employees to use in case resolution (KCS Approver).

Personal Business

Founder, Instructor, and Systems Administrator

2015—PRESENT

Founder of a tech brand that creates high-end systems for businesses to increase efficiency and reduce long-term costs. Instructor for staff in Zendesk, Salesforce, MS Office, web and desktop applications. System Administrator in Plesk, cPanel, Linux, Windows, and more.

L2 Product Engineer

2020—2022

  • Worked with the development team in resolving complex escalations and improving the product roadmap based on large-scale case analysis for several SaaS products.

Outsourcing for Apple

Technical Support Team Leader

2017—2020

  • Support team leader for a group of remote/on-site technical support agents. Brought the team back to meeting KPIs. Reduced case resolution times by 30% and received a record amount of positive escalations. First ever 100% satisfaction and quality quarterly report.

Other companies I've worked with

Hired as a Senior Engineer for Zuora in API development and deployments with a wide array of customers.

Helped shape Deel during its startup phase in support, security and expansion areas, including training.

Served as a customer advocate for CapitalOne through Foundever, aiding with live translation and support.

I was part of a U.S. Government program for live captioning through Teleperformance. May AI replace such jobs quickly.

Education

University of Costa Rica

B.Sc. (Honors) Computer Science

Class of 2015

  • Coursework included team management, product planning, quality assurance and analytics.
  • Graphic and editorial design work done for businesses and universities. Edited and formatted books, curriculum and research papers, websites, and advertisements.
  • University exam tutoring to students of many different careers by teaching fast learning and memorization techniques. All underperformers went to top their classes within two months.
  • English and Spanish tutoring in both directions. C2 fluency level.