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Mark Carganilla

@markcarganilla

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Technical Operations & Support Specialist | Async Ticket Triage, Data Validation & System Configuration

Canada

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What I'm looking for

Seeking back-office roles in technical operations, data analysis, and product/marketing ops.

Experienced in root-cause investigation, log/data diagnostics, process optimization, and market research. I thrive in non-client-facing environments were I can build deep subject matter expertise, solve operational puzzles, and optimize strategies behind the scenes.

I operate behind the scenes to keep systems, workflows, and data running smoothly. My strength lies in technical triage, root-cause investigation, and structured operations, taking complex platform behviour or system anomalies and isolating exactly where things are breaking down. Whether analyzing diagnostic logs, verifying data pipelines, or configuring backend platform settings, I focus on delivering clean, accurate outcomes without needing to be in front of a client.

Throughout my career, I’ve specialized in asynchronous problem-solving and structured queue management across platforms like Salesforce, Zendesk, Intercom, and Help Scout. I bridge the gap between internal teams by doing the heavy lifting upfront: writing clear reproduction steps for engineering, building and auditing BI reports in Looker, and maintaining strict record accuracy for compliance. I take pride in turning chaotic queue items and messy data into structured, repeatable processes.

I am strongest in non-client-facing roles focused on technical support, data validation, operational logistics, and internal documentation. If a role requires methodical troubleshooting, system configuration, audit-ready data tracking, or deep-dive operational support, that is where I thrive and work best.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

Readymode

Jan 2025 - Present (1 year 9 months)

Managed Tier 2 Salesforce queues, analyzing logs and WinMTR data to isolate VoIP/software bugs. Authored root-cause reports to streamline defect resolution with Product/Engineering. Executed backend configurations including account setup, CRM integrations, dialer settings, and permissions. Audited KYB/KYC documents to verify customer record accuracy.

Salesforce WinMTR Diagnostic Logs IP Troubleshooting VoIP Network Diagnostics Backend Configuration Documentation

User Success Agent, Tier 2

KOHO Financial

May 2024 - Nov 2024 (6 months)

Investigated FinTech platform anomalies, failed transfers, and transaction discrepancies using Datadog, Intercom, and admin utilities. Documented edge-case investigations, bugs, and reproduction steps in Jira and Notion for Engineering and Risk teams. Served as technical escalation point for BPO vendor teams, conducting pre-analysis to reduce queue escalations.

Datadog Intercom Jira Notion Fintech Troubleshooting Escalation Management

Custom Experience Specialist

AlayaCare

Jul 2021 - Jan 2024 (2 years 6 months)

Built, audited, and validated enterprise Looker reports using table calculations, filters, and data models to resolve metrics discrepancies. Managed Tier 2 Zendesk queues, investigating backend workflow failures and writing documentation that cut escalations by 20%. Replicated data defects with Data Engineering to safeguard system integrity.

Looker Table Calculations Zendesk Data Analysis Troubleshooting Documentation

Merchandising Assistant

California Innovations

Dec 2019 - Mar 2020 (3 months)

Maintained master product line-up matrices and Excel data charts to standardize item mapping across product development and manufacturing units. Coordinated cross-functional B2B supply chain data flows and specs between international production facilities and internal teams. Streamlined sample distribution and logistics workflows, cutting delays by 50%.

Excel Data Management B2B Supply Chain Logistics Coordination Outlook

Consumer Service Representative

California Innovations

Jun 2018 - Dec 2019 (1 year 6 months)

Managed high-volume Help Scout inquiry queues, handling 50+ daily cases and cutting response times by 50%. Audited warranty claims against visual evidence, issuing replacement parts and logging records in MS Dynamics GP (ERP). Redesigned order-processing workflows, reducing shipping errors by 30% and accelerating replacement fulfillment speeds by 40%.

Dynamics GP Excel Help Scout Word Warranty Support