I’m a support engineer and communicator who thrives at the intersection of technology and people. I solve technical problems, write documentation that actually helps, and lead with empathy and clarity.

From airline ops to firmware testing, and from customer training to podcasts, my work is built around understanding systems — and helping others navigate them better.

Experience

Zahoree – Support Engineer (2022–Present)

• Lead technical support for GridConnect clients: industrial protocols (Modbus, RS-485, TCP/IP, PROFINET, CAN).
• Authored Help Center documentation, visual guides, and internal knowledge base content using Zendesk.
• Collaborated with QA and engineering to debug firmware and validate updates pre-release.
• Escalated and tracked critical issues, providing structured reports and follow-ups to dev teams.
• Trained Tier 1 agents on advanced troubleshooting procedures and customer-facing tools.
• Delivered bilingual support (EN/ES) with clarity, cultural sensitivity, and speed.
• Diagnosed device-to-cloud communication issues using monitoring tools and custom testing.
• Worked closely with product and customer success teams to relay feedback from users.
• Participated in firmware testing cycles, contributing real-world testing scenarios and edge cases.
• Spearheaded improvements in documentation flow, reducing internal search time and support friction.

Conduent – Global Workforce Analyst (2012–2015)

• Built and maintained dynamic Excel dashboards to track live KPIs across multiple departments.
• Automated repetitive reporting tasks with macros, saving hours weekly and minimizing errors.
• Analyzed workforce data to detect inefficiencies, trends, and anomalies.
• Created ad-hoc performance reports for leadership, improving decision-making accuracy.
• Collaborated with IT and operations teams to ensure data integrity across platforms.
• Trained internal users on how to interpret dashboards and leverage reports.
• Designed tracking models that helped detect process failures in real time.
• Supported audit readiness by maintaining clear, documented reporting procedures.

Aeroméxico / ALMA Airlines – Branch Manager & Supervisor (2007–2012)

• Managed daily operations of a high-traffic airport branch, coordinating ground teams and ticketing agents.
• Supervised 20+ employees, ensuring full coverage during peak travel hours and flight disruptions.
• Resolved escalated customer service situations on the spot, often under regulatory pressure.
• Collaborated with federal aviation staff to comply with safety, documentation, and operational policies.
• Prepared daily sales reports and coordinated cash deposits with accounting.
• Streamlined shift scheduling, reducing downtime and improving team morale.
• Served as liaison between airline, airport authorities, and third-party service providers.
• Responded to emergencies (delays, cancellations, lost luggage) with a calm and proactive approach.
• Trained new staff in customer interaction, security procedures, and operational standards.

Freelance / Side Projects (2008–2011)

• Provided hands-on support for PBX systems (Asterisk, Trixbox), small office networks (LAN/WAN), and desktop maintenance.
• Built and deployed websites for small businesses using lightweight CMS platforms.
• Assisted in IT solutions for marketing teams, including local server setup and printing workflows.
• In 2020, took on a personal challenge as a licensed border-crossing truck driver (eighteen-wheeler).
  → Learned discipline, long-range focus, and operational logistics — valuable traits I now bring into support workflows and systems thinking.
• Delivered CMS training and tech support to non-technical clients.
• Acted as bridge between business owners and developers, simplifying tech-speak for decision makers.