Carlos Rodolfo Rivera González

Support Engineer & Tech Communicator

📍 Ciudad Juárez, México
🔗 LinkedIn

Skills

• Modbus, RS-485, TCP/IP, PROFINET, CAN
• Technical support
• Device troubleshooting
• QA, bug tracking & firmware testing
• Help Center docs & visual guides
• Zendesk workflows & escalation
• Cloud platform/device management
• Tier 1 mentoring & team training
• KPI dashboards & Excel macros
• Data analysis & report automation
• Web projects & CMS simplification
• Live client support & crisis handling
• Shift scheduling & staff coordination
• Public speaking & tech communication
• Process improvement & internal docs

Languages

• Spanish (native)
• English – TOEIC C1

Certifications

• Diplomado Internacional en Asesoría en Ingeniería en Computación
  • (International Diploma in Computer Engineering Consulting)
• Diplomado Internacional en Análisis en Sistemas Computacionales
  • (International Diploma in Computer Systems Analysis)

Strengths & Focus Areas

• Fast tech diagnosis
• Clear bilingual communication
• Empathy-driven support
• Leadership & team mentoring
• Agile software learning
• QA & dev collaboration
• Documentation-first mindset
• Process-oriented thinker
• Calm under pressure
• Escalation handling expert
• Public speaking & training
• KPI & Excel reporting

I’m a support engineer and technical writer focused on industrial connectivity, clear documentation, and practical solutions that help people and systems work better together.

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 advanced technical support for GridConnect industrial clients, resolving complex connectivity issues across Modbus, RS-485, TCP/IP, PROFINET, and CAN protocols — achieving a ~90% first-call resolution rate on escalated cases.
• Authored and maintained 30+ Help Center articles, visual step-by-step guides, and internal troubleshooting flows in Zendesk, cutting repeat tickets by an estimated 15% and reducing internal search time for Tier 1 agents.
• Collaborated directly with QA and engineering teams to identify and reproduce firmware bugs, contributing real-world test cases and feedback that accelerated issue resolution.
• Managed escalation workflows for high-impact issues, producing detailed debug reports, screen captures, and logs that improved root-cause analysis and reduced time-to-fix.
• Trained and mentored Tier 1 agents on advanced diagnostic tools, field wiring best practices, and customer communication techniques, boosting their independent resolution capacity.
• Delivered bilingual (EN/ES) support with cultural awareness and technical depth, increasing customer CSAT scores and consistently earning high praise for patience and clarity.
• Diagnosed device-to-cloud communication failures with custom test rigs, live packet captures, and field simulation — minimizing costly on-site interventions for industrial clients.
• Partnered with product and customer success teams to channel user feedback into actionable product improvements, influencing roadmap tweaks and feature clarifications.
• Led improvements in documentation structure and internal knowledge sharing, cutting average search time for Tier 1 and QA by over 20%, and standardizing troubleshooting steps across teams.

Freelance & Diverse Roles (2015–2022)

• Ran hands-on tech support at a local phone and computer repair shop — face-to-face troubleshooting, hardware diagnostics, and the occasional data rescue mission to save irreplaceable files for stressed customers.
• Modernized the shop’s workflow by replacing messy paper logs with a digital inventory and work order system, improving tracking accuracy and speeding up turnaround time; trained the team to keep it sharp and consistent.
• Expanded my operational skills by managing day-to-day logistics, vendor coordination, and team schedules in a high-volume service business, keeping everything running smoothly and customers satisfied.
• Handled community engagement and local promotions, designing seasonal campaigns that kept demand steady and revenue healthy — until the pandemic called for a major pivot.
• Used that unexpected break to tackle a personal milestone, stepping into long-haul logistics and cross-border operations — an experience that strengthened my discipline, focus, and resilience under demanding schedules.
• Rounded off this period with a short-term sales project, honing persuasive communication and teamwork in a fast-paced remote environment, all while continuing to offer freelance tech consulting and on-demand troubleshooting for clients who needed quick, reliable support.

Conduent – Global Workforce Analyst (2012–2015)

• Built and maintained dynamic Excel dashboards monitoring 100% of live KPIs across 4+ departments, enabling real-time visibility for operations managers and directors.
• Automated high-volume reporting tasks with advanced macros, saving an estimated 20+ staff hours per week and reducing manual data entry errors by ~95%.
• Analyzed workforce data sets (attendance, productivity, adherence) to spot inefficiencies and trends, supporting actions that boosted team productivity by ~15%.
• Delivered ad-hoc performance reports for senior leadership, streamlining decision cycles and enabling rapid response to daily operational shifts.
• Partnered closely with IT and operations teams to validate cross-platform data integrity, ensuring accuracy for critical performance metrics used in executive reporting.
• Trained 30+ internal users to interpret dashboards, filter metrics, and self-serve insights — reducing dependency on manual analyst support.
• Designed proactive tracking models that flagged process failures in near real-time, cutting response time to anomalies by ~40%.
• Maintained audit-ready documentation and SOPs, supporting internal and external audits with 100% compliance on reporting controls.

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

• Started as a frontline customer service agent and quickly promoted to Service Supervisor and eventually Airport Branch Manager, driven by top metrics in passenger satisfaction, on-time departures, and compliance.
• Managed daily operations of a busy airport branch handling an average of 14–18 flight operations per day and coordinating up to 500+ passengers per shift.
• Supervised a team of 20+ employees, optimized rosters to ensure full ground coverage during peak travel windows and unexpected disruptions — reducing average passenger wait times by ~25%.
• Oversaw gate operations and turnaround processes, maintaining an average 20-minute turnaround time on the ramp, consistently meeting or exceeding internal performance benchmarks.
• Acted as main liaison with federal aviation authorities and airport security to ensure 100% compliance with documentation, customs, immigration, and safety regulations.
• Prepared daily sales and operations reports, balancing cash deposits and ticketing transactions with less than 2% variance.
• Streamlined scheduling and task allocation to reduce idle time and boost staff productivity and morale.
• Coordinated with airline HQ, airport authority, and third-party contractors for ramp handling, baggage, catering, and fueling — minimizing delays and keeping flights on schedule.
• Responded proactively to emergencies such as delays, weather cancellations, or luggage issues, maintaining high customer satisfaction during operational hiccups.
• Trained new staff in customer service, security protocols, and standard operating procedures, shortening onboarding time by ~30% while ensuring consistent quality.

Freelance & Early Career Highlights (2000–2006)

• Kicked off my IT journey in the trenches at a top university’s Center for Computational Studies (CEC), keeping over 60+ workstations running daily, managing user accounts, email setups, FTP access, and fixing networks whenever they threw a tantrum — ensuring 99% uptime during peak semesters.
• Handled everything from server tweaks to last-minute file rescues for professors, keeping the campus connected and student panic levels low, which helped maintain smooth lab operations and minimized class downtime.
• Ran ID production for students and staff, overseeing secure database updates and hardware maintenance, streamlining the issuance process by an estimated 25% compared to the old manual system.
• Later dove headfirst into the mobile world as a sales advisor (and soon, team supervisor) at a Telcel authorized distributor. Became the go-to for smartphones, data plans, and after-sales fixes for everyone from first-timers to corporate clients.
• Built and retained a portfolio of high-value customers, trained and coached a sales team of 10 reps, organized in-store launches, and consistently exceeded sales targets by 20–30% — turning “just browsing” into “I’ll take two” was the daily mission.