Open to opportunities

Diego Granado

@diegogranado

I’m a diagnostic-minded Client Support Specialist who resolves complex electro-mechanical issues to keep teams on track.

Venezuela

Message

What I'm looking for

I’m looking to deliver high first-contact resolution, troubleshoot electro-mechanical issues with root-cause analysis, and manage SLAs using Zendesk/Salesforce—while partnering cross-functionally to protect CSAT and keep operations on schedule.

I’m an Analytical, solutions-driven Mechanical Engineering professional with B2 English literacy, focused on breaking down complex electro-mechanical systems and using root-cause analysis to resolve complicated issues under tight deadlines. In corporate support, I apply escalation protocols, SLA management, and active listening to drive strong first-contact resolution and high client satisfaction.

I bring large-scale project management and cross-functional leadership experience from roles coordinating end-to-end operations, managing budgets, and keeping 150+ participant sessions on schedule. I also leverage helpdesk and CRM workflows (Zendesk, Salesforce) and ticketing systems (Jira, ServiceNow) to track account metrics and CSAT, while using structured communication to de-escalate conflicts and maintain alignment across teams.

Experience

Work history, roles, and key accomplishments

Current

Chief Executive Officer

Current

International Simulation-Based Educational Conference

Jan 2022 - Present (4 years 5 months)

Oversee end-to-end planning and vendor logistics for an international conference hosting 150+ participants, ensuring 99% of sessions stay on schedule. Manage the full event capital budget and introduce digital expense tracking tools to eliminate reporting errors and keep costs within limits.

Event Planning Logistics Budget Management Schedule Management Cross functional Leadership

Regional Operations Coordinator

Regional Non-Profit Operations Network

Jan 2022 - Jan 2025 (3 years)

Centralized and automated administrative workflows for 15+ local chapters, improving data accuracy and communication speed via cloud collaboration. Managed multi-channel communication for 200+ regional members and provided monthly performance guidance to keep chapters aligned with annual goals.

Workflow Automation Performance Analytics Process Guides Administrative Operations

Executive Director & HR Manager

San Cristóbal Civic Operations Branch

Jan 2021 - Jan 2024 (3 years)

Led 25+ volunteers to deliver 10+ projects, achieving 100% of annual service milestones ahead of schedule. Increased annual retention by 25% through an integrated member engagement and onboarding program and de-escalated internal operational disputes using structured communication practices.

Volunteer Management Human Resources Project Delivery Member Onboarding Conflict Resolution De escalation Service Operations

Education

Degrees, certifications, and relevant coursework

Universidad Nacional Experimental del Táchira

Bachelor of Science in Mechanical Engineering, Mechanical Engineering

Pursuing a Bachelor of Science in Mechanical Engineering with a focus on fluid mechanics, system dynamics, thermodynamic analysis, and diagnostic logic (expected 2028).