At Thryv, I led and coached Technical Support Analysts handling complex API, SaaS platform, and integration issues. I maintained 95%+ customer satisfaction and SLA compliance while coordinating high-severity incidents with Engineering, SRE, Security, and Product.
As a Technical Support Analyst, I resolved API and platform issues and contributed 15+ codebase improvements that reduced recurring issues by about 15%. I also submitted 30+ documentation PRs and reproduced API bugs with Postman to help engineering debugging efficiency.
At NewTech Software, SA, I resolved website-related tickets for business clients and followed up after resolutions, improving customer retention by 10%. At Advensus, I troubleshot home service issues and helped reduce escalated calls by 15%.
I hold a Bachelor’s Degree in Computer Science from Autonomous University of Santo Domingo and completed Talendig’s Full Stack Development bootcamp. My technical work includes REST APIs, log analysis, databases, and web development.
