Technical support
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Technical Support and IT professional with strong experience in customer-facing technical roles, SaaS tools, troubleshooting, and process improvement. Background in networking, systems support, and data analysis, combined with real-world experience supporting hardware, software, and cloud-based platforms. Known for analytical thinking, clear customer communication, and continuous improvement mindset supported by Six Sigma Green Belt training.
Data Analyst / Data Operations professional with strong experience in data review, analysis, reporting,
and process optimization within high-volume, compliance-driven environments. Proven ability to work with structured and unstructured data using Excel, SQL, and analytical tools to identify trends, ensure data accuracy, and support business decision-making. Background in machine learning data operations,
regulatory analysis, and performance metrics, complemented by Six Sigma Green Belt training and strong bilingual communication skills.
Technical Support – Lytx DriveCam Systems
Qualfon | October 2024 – October 2025
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Provide Tier 1–2 technical support for Lytx DriveCam hardware and software solutions.
Diagnose and resolve issues related to device installation, configuration, connectivity, and performance.
Manage customer cases using Salesforce and Case CRM, ensuring accurate documentation and timely resolution.
Guide customers through remote troubleshooting and system optimization.
Monitor system data to proactively identify malfunctions and recommend solutions.
Collaborate with engineering teams, escalating complex issues and contributing feedback for product improvements.
1Sr. PSC Associate – Product Safety & Compliance
Amazon | December 2023 – March 2024
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Reviewed and analyzed product safety incidents to ensure compliance with U.S. and Canadian regulations.
Assessed risk severity based on customer reports, product data, and regulatory requirements.
Maintained accuracy and compliance under strict timelines and quality standards.
GO-AI SME – Machine Learning Data Operations
Amazon | June 2020 – December 2023
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Served as Subject Matter Expert supporting ML-driven production workflows.
Analyzed English and Spanish customer data to identify risks, trends, and compliance issues.
Ensured adherence to SOPs and internal policies while supporting process improvements.
Supported software and internal tool enhancements to reduce handling time and improve performance.
Monitored team metrics (accuracy, productivity, takt time) and provided coaching and floor support.
Mentored associates, bridged knowledge gaps, and ensured up-to-date process understanding.
Computer Systems Engineering (Bachelor – In Progress)
Fidelitas University | 2015 – 2017
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Completed approximately 50% of degree coursework
Technical Bachelor’s Degree – Networking
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High School Diploma with technical specialization in Networking
