Experience & Skills

• Fastest promoted member in the support department (~100 people worldwide). Started my own project to slash average resolution times company wide (ongoing). 
• Cut trend analysis in half by developing a dashboard that automatically collects and displays data reports that had to be manually created each time before.
• Managing 11 engineers (L1-L5); coached low performing members back into top 10%.

• Worked with CEOs/CTOs to deploy, optimize, 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 our Knowledge-Centered System (KCS) help center. Final go/no-go decisions on publications in the internal and public knowledgebase.

• Handled escalations from raging clients and severity-1 cases. Triaged and assigned incoming cases to other agents. On-boarded and coached new-hires.
• Published articles according to customer and employee feedback. (KCS Publisher).

• 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/rejected internal articles for employees (KCS Approver).

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

• Worked with the development team in resolving escalations and improving the product roadmap for several SaaS products.

• 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.

• 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.