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Profile

Senior Enterprise Support Specialist with a strong Systems Engineering background, specializing in complex enterprise software environments. Expertly diagnoses and resolves intricate technical issues for enterprise clients, ensuring optimal system performance and exceptional service delivery.

Professional Experience

Senior Specialist, Enterprise Support

Qualtrics
  • •Drove significant improvements in key support metrics, including reducing average Time to Resolution (TTR) by up to 90% (e.g., from 2.87 to 0.25 days for Clinic-Standard tickets, and from 5.61 to 0.95 days for Support tickets) and decreasing Time to First Response (TTFR) by over 90%, consistently exceeding service level agreements and enhancing client satisfaction.
    • May 2024 – presentCiudad de México, México
  • •Played a pivotal role in strengthening enterprise client relationships and internal processes by actively participating in and shaping the first-ever "Success Check" for the Mexican team and the second in XM Discover's history, as well as contributing to the development of standardized templates for these high-value client engagements.
  • •Proactively identified and reported numerous critical system bugs, contributing to enhanced platform stability and optimized user experience for enterprise clients. Served as a dedicated resolution specialist (DRS) for a major enterprise account, and successfully resolved complex technical issues for over 30 diverse companies throughout my tenure.

    • Web Developer

    Softdone
  • •Developed and optimized visually appealing, user-friendly websites using ReactJS, CSS, Tailwind CSS, and AstroJS, directly enhancing user engagement and digital presence.
    • November 2022 – May 2024San Luis Potosí, México
  • •Managed end-to-end deployment of web projects to production environments (Netlify, Vercel, GitHub Pages), meticulously ensuring secure and reliable web presence through proactive SSL certificate maintenance.
  • •Collaborated effectively within Agile methodologies, contributing to the on-time delivery of high-quality web solutions that met specific project requirements and client objectives.

    • Research Intern

    Simon Fraser University - Mitacs Globalink
  • •Led and managed an international team for the successful launch of Elaina using Scrum methodology and Jira for project tracking, surpassing stakeholder expectations.
    • June 2023 – September 2023Vancouver, British Columbia, Canada
  • •Developed responsive user interfaces with React.js and Tailwind CSS, prioritizing enhanced user experience and flexibility to meet technical and user requirements.
  • •Directed the design of innovative, child-friendly user interfaces in Figma, employing iterative techniques and user feedback to translate complex needs into attractive and engaging designs.
    • Projects

    Firedots

    NASA International Space Apps Challenge 2023 - Global Nominee
  • •Led a hackathon team to deliver a high-standard project on time, researching data sources and integrating neural networks as the AI approach.
    • October 2023
  • •Directed UI/UX design in Figma, partnering with emergency services to enhance user safety, reliability, and trust.
  • •Developed a user-centric interface in Flutter and Dart, focusing on educational and safety improvements and enhanced user engagement.

    • Pocket U

    NASA International Space Apps Challenge 2022 - Global Nominee
  • •Spearheaded project management using Waterfall methodology and Trello
    • October 2022
  • •Enhanced front-end functionality and design using PHP, HTML, CSS, and JavaScript.
  • •Designed an intuitive interface in Figma, optimizing user accessibility and engagement.
    • Education

    Intelligent Systems Engineering

    Universidad Autónoma de San Luis Potosí

    Developed strong foundational expertise in Project Management, Web & Mobile Development, UI/UX Design, and Database Management, essential for complex technical environments and problem-solving.

    2018 – 2023San Luis Potosí, México
    Skills
    Technical Support & Operations:

    Enterprise Support, Technical Troubleshooting, Root Cause Analysis, Incident Resolution, Escalation Management, Client Relationship Management, System Monitoring, CRM/Ticketing Systems.

    Technical Stack:

    JavaScript, React.js, Flutter, Dart, Astro.js, PHP, HTML, CSS, Sass, SQL, T-SQL, Database Management, Figma, Jira, Netlify, Vercel, GitHub Pages.

    Methodologies & Project Management:

    Agile (Scrum, Kanban), Waterfall, Project Management, UI/UX Design, User-Centric Design, User Feedback.