Kiska Sanchez

Results-driven technology leader with extensive experience in software development, process optimization, and customer-centric service delivery. Adept at guiding cross-functional teams to meet and exceed project goals, while fostering strong relationships with clients and stakeholders. Proven expertise in designing and implementing efficient processes, from project scoping and execution to onboarding and escalation management.

Skilled in using programming languages such as JavaScript, NodeJS, PowerShell, and Python to build robust applications and execute seamless data migrations. A dedicated problem solver with a strong track record of managing high-pressure situations, driving innovation, and continuously enhancing team performance and customer satisfaction. Seeking an opportunity to apply leadership, technical expertise, and strategic thinking to deliver impactful results within a forward-thinking organization.

Senior Platform Engineer at Universal Technical Institute (2026-01 – Present)

• Own the end-to-end architecture, configuration, and lifecycle management of Freshservice as an enterprise platform.
• Design and implement custom Freshservice workflows, orchestration logic, and automation rules using out-of-the-box functionality, JavaScript, and Node.js, reducing manual operational effort and improving SLA adherence across IT and HR.
• Architect custom app logic and serverless automation using Freshservice APIs and Node.js services to extend native platform capabilities and support complex enterprise workflows.
• Act as technical owner and joint decision-maker for platform enhancements, balancing business requirements, scalability, security, and long-term maintainability.
• Partner with security, compliance, and business stakeholders to implement role-based access controls, audit logging, and least-privilege automation, ensuring alignment with enterprise security standards.
• Establish process optimization frameworks by mapping existing operational workflows and re-engineering them into automated, standardized service models, significantly improving request fulfillment speed and user satisfaction.
• Support enterprise-scale adoption by designing workflows that scale across business units and geographies while maintaining centralized visibility and reporting.
• Drive continuous improvement through platform analytics and KPI tracking, using Freshservice data to identify bottlenecks, optimize workflows, and inform executive stakeholders.
• Modernize a non-scalable service environment into an enterprise-grade Freshservice platform, designing reusable workflows and API-driven automations to support global growth.
• Successfully onboard HR into Freshservice with secure onboarding/offboarding workflows, aligning with SOX requirements to improve audit readiness (SOX compliance trained).
• Deliver full implementation in-house, eliminating external consulting costs and saving the company ~$50K while increasing operational efficiency and governance maturity.

Owner & Principal Consultant at Hermes Kodeworks ltd (2025-01 – Present)

• Designed and deployed full-stack web applications using modern frameworks (React, Node.js, Django) with cloud-native infrastructure.
• Authored and maintained end-to-end technical documentation including architecture diagrams, API references, deployment guides, and user manuals to support dev teams and clients.
• Built internal tooling and automation scripts to streamline project tracking, billing, and environment provisioning, cutting overhead by 25%.
• Managed administrative operations including contracts, invoicing, vendor coordination, and client reporting, ensuring smooth business workflows and audit readiness.
• Led onboarding processes with clear documentation, checklists, and role-specific guides, reducing ramp-up time for new devs and contractors.
• Provided hands-on consulting for clients on code quality, system design, and documentation best practices to support maintainable, scalable development.

Development Team Lead at Flycast Partners (2024-07 – 2025-01)

• Designed and implemented streamlined processes for development project delivery, including scoping, execution, onboarding, and escalation, driving operational efficiency and enhancing team performance.
• Revitalized the relationship between customer, vendor, and company by successfully leading a high-stakes project involving the migration of 115,000 tickets within a strict two-month deadline, restoring trust and ensuring smooth collaboration.
• Mentored and guided team members to consistently meet or exceed company standards and client expectations, ensuring alignment with project goals and quality benchmarks.
• Developed and standardized templated documentation for pre-execution activities and post-execution functionalities, ensuring consistent and efficient project workflows.
• Collaborated on interview processes to identify candidates whose skills, personality, and values aligned with the company's vision, culture, and long-term goals.
• Optimized resource allocation to maintain a minimum of 75% utilization across the development team, ensuring balanced workloads and high productivity.
• Facilitated seamless communication with senior management to ensure alignment on project goals, timelines, and deliverables are met.

IT Consultant at Flycast Partners (2022-04 – 2025-01)

• Configured product environments to align with client requirements, while ensuring adherence to industry best practices and operational efficiency.
• Innovated workarounds for perceived implementation limitations, delivering effective solutions to complex technical challenges.
• Oversaw the setup and configuration of environments on both client and consultant sides, ensuring alignment with project timelines and milestones.
• Collaborated with clients to understand their needs, Minimum Viable Product (MVP), and shortcomings of previous software, creating environments that meet current needs and scale for future requirements.
• Spearheaded the development of a FreshService marketplace app, leading the initiative from concept to deployment.
• Successfully managed challenging customer interactions through active listening, empathy, and diplomatic communication, ensuring customer satisfaction and retention.
• Served as a technical mentor and escalation point, guiding junior engineers and administrators on Freshservice architecture, scripting best practices, and integration patterns.

Senior Developer at Flycast Partners (2023-01 – 2024-07)

• Gathered and documented detailed requirements, standards, and anticipated outcomes for integration projects, ensuring alignment with customer expectations.
• Maintained professionalism and composure in high-pressure environments, consistently delivering customer satisfaction and strengthening long-term client relationships.
• Developed robust and efficient migration scripts and platform applications using programming languages such as JavaScript, NodeJS, PowerShell, and Python.
• Exhibited strong problem-solving abilities by addressing customer concerns and delivering timely, effective resolutions to complex issues.
• Executed comprehensive data migration strategies, including data source mapping, cleansing, and integrity validation, to ensure accurate and seamless migrations or integrations.
• Architected integration solutions that adhered to customer-specific procedural and security requirements, ensuring scalable and secure software design.
• Built and documented API-driven integrations between Freshservice and third-party systems (identity providers, asset management, CMDBs, HRIS, finance tools, bespoke, and more), enabling real-time data synchronization and event-driven processes.

Masters of Science in Computer Science – Western Governors University

Bachelor of Science in Computer Science – Western Governors University (2023-10 – 2025-10)

Associates of Applied Science in Computer Science – Lone Star College (2019)

Associates of Science in Computer Science – Lone Star College (2016)