Open to opportunities

Julio Alvarez

@julioalvarez

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AI-focused technical support leader specializing in blockchain, DeFi, and customer success.

Guatemala

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What I'm looking for

I seek roles combining AI automation and blockchain support leadership where I can scale empathetic support, reduce resolution times, and improve user trust and product experience.

I am an AI Technical Support Manager with 8+ years leading high-performing support teams and 5+ years focused on crypto and blockchain user success.

I build empathetic, solution-focused cultures and implement AI-driven automation to reduce ticket resolution times and improve SLA performance.

My hands-on blockchain work includes ERC-20 token deployment, NFT creation, smart contract development, and automated trading systems with measurable ROI.

I collaborate cross-functionally to improve products and customer experience, blending technical leadership, compliance understanding, and user education to build trust with global users.

Experience

Work history, roles, and key accomplishments

Current

AI Technical Support Manager

Current

MetLife

Aug 2022 - Present (3 years 2 months)

Led a 24/7 technical support team across multiple time zones, implemented AI-powered ticketing and automated L1 workflows that reduced average resolution times and improved SLA compliance and client retention.

NLP ServiceNow Zendesk Python AWS Tableau Power BI Workflow Automation

Crypto Support Specialist

PayPal

Feb 2020 - Jul 2022 (2 years 5 months)

Provided specialist support for PayPal's crypto platform, resolving complex wallet and transaction issues, creating training materials and knowledge base content, and achieving consistently high customer satisfaction.

Blockchain Troubleshooting Salesforce Service Cloud Jira MySQL Customer Education

Customer Service Specialist

Telus International

May 2019 - Nov 2020 (1 year 6 months)

Resolved high volumes of telecommunications support tickets while documenting recurring network issues, improving monitoring and mentoring junior staff to raise team performance metrics.

CRM Systems Linux Windows Server Troubleshooting Mentorship Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Mesoamericana University

Bachelor of Systems Engineering, Computer Science

Activities and societies: Thesis: Emergency Alert System for Neighborhood Watch Groups; coursework in Database Design, Network Architecture, Software Development, System Analysis.

Completed a Bachelor of Systems Engineering in Computer Science with a thesis developing an IoT-based emergency alert system for neighborhood watch groups in Salcajá municipality.