• Actively managing Zendesk administration to ensure efficient and effective support services, creating automations, automatic reports, triggers, and more, improving response times by 90%. • Providing tier 1 technical support for the Barosa inc. application, with a 100% satisfaction score. • Creating 100% of user manuals and ensuring they are updated, modified, and created as needed, contributing to a 20% reduction in support inquiries.

• Provided technical guidance, mentorship, and constructive feedback to a team of 5 members in customer support, assisting in the resolution of complex technical issues, resulting in a 20% improvement in resolution times. • Ensured 100% of SUMADI user manuals were updated, modified, or created as needed, contributing to a 15% reduction in support inquiries. • Organized and led weekly training sessions to keep the team informed on new features, improving tier 2 technical support capabilities by 30%. • Emphasized cultural intelligence, empathy, and professionalism in all interactions, ensuring high-quality support and increasing client retention by 10%.

• Successfully led the deployment, administration, and maintenance of the SUMADI platform for global institutions. • Implemented Zendesk for the IT Operations support team, configured brands, triggers, automations, and groups. • Developed comprehensive user and administration manuals for the SUMADI platform tailored for various Learning Management Systems (LMS), decreasing support tickets by 30%. • Provided tier 2 technical support for the SUMADI platform within different LMS environments, using Amazon Web Services’ (AWS) services like DynamoDB, S3, Elastic Beanstalk, also MongoDB for queries to support clients, with a successful satisfaction score of 99% of the cases. • Designed and conducted training sessions and demos of the SUMADI platform in both English and Spanish for around 15 universities worldwide, with a 70% successful adoption of the tool. • Performed over 500 User Acceptance Tests (UAT) to ensure software quality, reported and tracked defects found and ensured a timely resolution.

• Implemented Zendesk for the IT Operations support team, configuring brands, triggers, automations, and groups. • Developed comprehensive user and administration manuals for the SUMADI platform tailored for various Learning Management Systems (LMS), these manuals helped decreased support tickets by 30%. • Provided tier 2 technical support for the SUMADI platform within different LMS environments, using Amazon Web Services’ (AWS) services like DynamoDB, S3, Elastic Beanstalk, also MongoDB for queries to support clients, with a successful satisfaction score of 99% of the cases. • Based on the needs of the institutions, I designed and conducted training sessions and demos of the SUMADI platform in both English and Spanish for around 15 universities worldwide, with a 70% successful adoption of the tool.

• Provided outstanding Blackboard course support to students and faculty members within the Laureate Network for universities such as Universidad del Valle de Mexico, Universidad Viña del Mar, Universidad de Ciencias Peruanas, University of Liverpool, University of Roehampton, among others with a 99% satisfaction score. • Integrated automatic chat and call functionalities in Zendesk, with tools such as Zopim chat and In-Contact, resulting in improved communication channels for clients • Actively managed Zendesk administration to ensure efficient and effective support services, creating automations, automatic reports, triggers, and more, improving response times by 80%.

• Delivered helpdesk support with a 99% satisfaction score to around 150 onsite Laureate members situated in Honduras, also provided onboardings to new members. • Provided comprehensive Blackboard course support to faculty members with a 99% satisfaction score within the Laureate Network for universities such as Universidad del Valle de Mexico, Universidad Viña del Mar, Universidad de Ciencias Peruanas, University of Liverpool, University of Roehampton, among others. • Utilized Zendesk as a ticketing system to support both onsite and online members, with a 99% satisfaction score. • Traveled to New York and Mexico to manage the World Business Forum (WOBI) stream for Laureate Universities in Europe and Asia for around 2,000 students and faculty members, ensuring seamless operation and resolving technical issues.