Open to opportunities

Jeff Valenzuela

@jeffvalenzuela

Message

Support Engineer | SaaS Platforms, Cloud & Network Ops

United States

Message

What I'm looking for

I’m looking for a remote support or cloud role where I can fix real problems, talk to real people, and grow into more technical work. I’m best in steady, problem-solving environments, SaaS, cloud, or network support, where I can use what I’ve learned and keep leveling up.

Eight years at the edge of systems and support, fixing what breaks, guiding customers through outages, and making the process feel a little more human. I know my way around SaaS platforms, networks, and data systems, but what I bring is steadiness. I show up, listen, and solve. No nonsense, just real work, with people who care, extending that work now into cloud environments where precision and empathy matter most.

AREAS OF EXPERTISE

Troubleshooting complex systems with composure under pressure

Customer education, de-escalation & empathetic communication

SaaS platform management: provisioning, uptime, and cross-industry support

Cloud foundations: Azure identity, access, governance, and cost optimization

Network & API troubleshooting (cURL, traceroute, REST/JSON, SAML/SSO)

SQL data troubleshooting: validating workloads and diagnosing system behavior

API validation and testing with Postman: endpoints, payloads, and integrations

Technical documentation and cross-team collaboration for root cause analysis

Experience

Work history, roles, and key accomplishments

Network Operations Specialist II

GoNetSpeed

Apr 2021 - Jun 2025 (4 years 2 months)

Promoted from NOC I, I took point on critical escalations, restored uptime fast, and mentored new techs along the way. I owned high-priority escalations others avoided, and earned trust doing it.

Incident Response Ticketing Systems Legacy Infrastructure Troubleshooting Mentoring Onboarding

Service Assurance Manager

Comcast Business

May 2017 - Nov 2020 (3 years 6 months)

Advanced from Customer Support II, I managed enterprise incidents and led cross-functional escalations. I improved CSAT by 4% through technical leadership, client education, and proactive system fixes.

Customer Satisfaction Incident Response Customer Education Technical Leadership Cross Functional Collaboration Training Service Restoration CRM Ticketing Systems

Technical Support Specialist

OpenTable

Aug 2016 - May 2017 (9 months)

I provided global support for over 40,000 restaurants, resolving database, hardware, and platform issues in real time. I created documentation and gathered customer feedback to improve service and influence product design.

Database Troubleshooting Platform Issue Resolution Documentation Customer Feedback Technical Support Customer Service Problem Solving SaaS SaaS Support

Mentor

Social Vocational Services

Apr 2013 - Aug 2016 (3 years 4 months)

Promoted from Service Provider, I led vocational training and life skills coaching for adults with developmental disabilities.
Built custom programs and ran city-supported events to help clients build independence and community presence.

Vocational Training Community Outreach Program Development Coaching Event Coordination

Mentor

Social Vocational Services

Apr 2013 - Aug 2016 (3 years 4 months)

Grandstream Troubleshooting Incident Response Root Cause Analysis

Mentor, Adult Vocational Programs

Social Vocational Services

Apr 2013 - Aug 2016 (3 years 4 months)

Promoted from Service Provider, I led vocational training and life skills coaching for adults with developmental disabilities. I built custom programs and ran city-supported events to help clients build independence and community presence.

Vocational Training Program Development Customer Support Event Coordination Mentoring Individualized Training Plans Social Services

Education

Degrees, certifications, and relevant coursework

De Anza College Cupertino

Associate of Science, General

2001 - 2004

Grade: 3.5

Activities and societies: General studies

Coursera.org

Google Digital Marketing & E-commerce Certificate, Digital Marketing & E-commerce

Obtained an online certification in Google Digital Marketing & E-commerce via Coursera. This program provided comprehensive knowledge in digital marketing strategies and e-commerce operations.

Coursera.org

Google Project Management Certificate, Project Management

Completed an online certification in Google Project Management through Coursera. The program covered essential project management principles and tools.