Looking for a job

Juan User

@juanuser20

Zendesk administrator at AgelessRx who engineered an AI support agent and built a knowledge base feeding 634 retrieval-optimized documents.

United States

Message

What I'm looking for

I’m looking for a remote-only role with a salary floor, as reflected in the hard requirements built into my job search agent.

At AgelessRx, I owned Zendesk administration and engineered the structure of the company’s AI support bot, including dialogue flows, entity mapping, and escalation logic that passes patient data to agents without re-asking.

I built the company’s first knowledge base and a daily GitHub Actions pipeline feeding 634 retrieval-optimized documents to the AI agent. I also evaluated the agent with more than 1,000 questions and used gap analysis to prioritize its roadmap.

At Hello Heart, I led QA and built automated tools that gave support tickets 100% coverage, replacing an estimated 2,644 to 3,778 hours of manual review per year. In a personal project, I built an AI job search agent with Python and the Claude API, with resume-tailoring guardrails and a Streamlit dashboard.

Experience

Work history, roles, and key accomplishments

Technical Specialist

AgelessRx

Dec 2024 - Oct 2026 (1 year 10 months)

Owned Zendesk administration and daily operation, built the structure and mapping for its contact center system, and engineered the company's AI support bot. Designed and ran 1,000+ question evaluations of the AI agent and built the company's first knowledge base with a daily GitHub Actions pipeline.

Zendesk AI Agent Engineering AI Evaluation Knowledge Base RAG GitHub Actions Google Apps Script Security Incident Response Omnichannel Cost Modeling

Customer Support Lead

Hello Heart

Dec 2022 - Dec 2024 (2 years)

Led QA and built automated tools giving 100% coverage of support tickets, replacing an estimated 2,644 to 3,778 hours per year of manual review. Created AI solutions and automated programs that eliminated repetitive tasks, increasing team productivity 10x.

QA Automation AI Automation Slack Asana Zendesk Mixpanel Kibana Firebase Iterable Team Leadership Project Management

Customer Experience Manager

Neuvana LLC

Sep 2019 - Dec 2022 (3 years 3 months)

Built the Zendesk system, implemented the department into it, and served as system admin. Directed the Customer Experience department, hired and trained staff, audited results, and partnered with HR on compliance.

Zendesk Team Leadership Customer Experience Training Compliance