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Work Background
Freelance
Self-employedFreelance
Jan. 2024
Support Service Delivery Manager
LiferaySupport Service Delivery Manager
May. 2022 - Mar. 2024Los Angeles Metropolitan Area
Supportability Business Analyst
LiferaySupportability Business Analyst
Jan. 2020 - Mar. 2024Work with large data sets and reports from Salesforce, Zendesk and Tableau. I find patterns in the data that allow stakeholders and managers to make data-based decisions on how to serve our customers, improve customer retention, hiring, and improving internal processes.
Team Lead
Liferay, IncTeam Lead
Jul. 2017 - Mar. 20241400 Montefino Ave., Diamond Bar CAManage and lead a team of four to six Customer Support Engineers. Monitor the work done by the team. Find ways to remove blockers to productivity. Provide coaching and training for the team. Deliver quarterly performance reviews to the individuals on the team. Meet with department leadership to provide insights into the direction of the department.
Customer Support Engineer
Liferay, Inc.Customer Support Engineer
Mar. 2013 - Mar. 2024Diamond Bar, CAThis involves supporting enterprise clients with technical questions and issues related to Liferay Portal Software through written correspondence. The position requires an ability to write technical details in a concise and easily understandable way. Responsibilities: - Manage up to 25 support tickets and assist with our client’s concerns - Research technical details and communicate them to the client. - Communicate with the client over the phone and through email. - Work well with the team to accomplish goals. - Import the client's database to test locally in order to reproduce the issue faced by the client. - Write database queries to select information from the client's database in order to locate possible data conflicts. - Troubleshoot technical issues.

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Personal Pitch
Optimize Customer Service Through Data Analysis
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