Open to opportunities

Douglas Alfaro

@douglasalfaro

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Experienced Technical Support Engineer with a focus on AI solutions.

Taiwan

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What I'm looking for

I seek a role that fosters innovation and offers opportunities for growth in AI and cloud technologies.

I am a dedicated Technical Support Engineer with a strong background in SaaS platforms, AI systems, and automation. My expertise lies in troubleshooting, API integration, and database technologies, complemented by hands-on experience in machine learning and cloud services. I have a proven track record of enhancing customer satisfaction and operational efficiency through the creation of scalable processes and product improvements.

Currently, I work at SOAX Ltd in London, where I develop and optimize machine learning models for SaaS platforms and automate workflows using Python scripts. My role involves providing expert-level support for AI-driven solutions, ensuring customer success, and collaborating on best practices to enhance system reliability. Previously, I have held technical support roles at Google and Bell Fibe, where I successfully improved client satisfaction and operational performance through effective troubleshooting and training.

Experience

Work history, roles, and key accomplishments

Current

AI Support Engineer & Compliance Assistant

Current

SOAX Ltd

Jan 2023 - Present (2 years 4 months)

Develop and optimize machine learning models for SaaS platforms, automate workflows using Python, and provide technical support for AI-driven solutions. Collaborate on best practices for AI systems and implement monitoring dashboards to enhance system reliability.

Machine Learning Python SaaS Platforms API Integration Grafana Technical Support Automation Cloud Services Customer Success Data Driven Decision Making

Technical Support Engineer & Compliance Assistant

SOAX Ltd

Jan 2022 - Jan 2023 (1 year)

Provided high-level technical support for SaaS product configurations and API integrations. Implemented monitoring dashboards and automated data processing tasks to enhance model performance and customer training.

Technical Support SaaS API Integration Python Grafana Automation Data Processing Customer Training Performance Monitoring

Technical Support Specialist and Trials Guardian

Google

Dec 2014 - Oct 2016 (1 year 10 months)

Delivered expert support for Google Apps for Business, overseeing setup and configuration. Led training sessions and collaborated on custom solutions, resulting in increased client satisfaction and conversion rates.

Technical Support Google Apps Troubleshooting Data Migration Customer Satisfaction Onboarding Documentation Custom Solutions

Technical Support Specialist

Bell Fibe

Jul 2012 - Mar 2014 (1 year 8 months)

Diagnosed and resolved complex technical issues with fiber optic internet and phone systems. Provided exceptional customer service and educated customers on best practices for maintaining their systems.

Technical Support Customer Service Troubleshooting Wi Fi Optimization Customer Education Service Disruption Resolution

Education

Degrees, certifications, and relevant coursework

Ming Chuan University

Master of Science, International Business and Trade

2022 - 2024

Focused on AI-driven efficiency improvements in supply chain management and sustainability initiatives. Thesis: Leveraging Artificial Intelligence for Supply Chain Sustainability: Expert System versus Human Decisions.

National Dong Hwa University

Bachelor of Science, Computer Science and Information Engineering

2017 - 2021

Graduation Project: Developed a sales-boosting app in Kotlin for small businesses, improving user engagement and enabling non-technical users to optimize sales.