Alejandro Chavez
Sacramento,CA
Summary
Applications-focused IT professional with experience supporting and maintaining internal software tools, CRM platforms, and field service systems. Collaborate with development and operations teams to troubleshoot issues, validate changes, and support deployments while maintaining service-level expectations. Strong background in ticket management, system monitoring, scripting fundamentals, and cross-platform technical support.
Overview
6
6
years of professional experience
Work History
Applications Analyst
Luxer One
McClellan Park, California
02.2022 - Current
- Support the design, testing, debugging, and ongoing maintenance of internal tools including the Field Service Management platform, Sales Calculator, and Zoho Management.
- Implementing and maintaining software upgrades and enhancements, creating technical documentation and provided maintenance/support for software.
- Working closely with development teams, project managers, and other stakeholders to ensure software projects are completed on time.
- Support the development and optimization of an internal Field Service Management (FSM) platform, improving technician scheduling, parts tracking, and service workflow.
- Partner with a Special Projects Manager to identify and implement system improvements that generate approximately $200K in cost savings per quarter by reducing shipping costs, unnecessary service visits, and inefficient technician dispatching
Technical Support Team Lead
Luxer One
McClellan Park, California
01.2021 - 02.2022
- Moved to the multifamily team to help maintain the team's uptime, managed and delegated the workload, and helped push uptime from 97.4% to 99.7% of total LuxerOne devices in the United States.
- Worked with scheduling technicians, setting up work orders, and coordinating visits with properties to complete jobs.
- Supported the renewal and retention of large customer accounts totaling approximately $500K by leading and resolving customer escalations, diagnosing complex system issues, and coordinating fixes with engineering teams.
- Working with project management, setting up new installations, and working with property IT teams to help set up network hardware used for the LuxerOne systems.
- Managed and monitored call queues, ensuring timely ticket resolution.
- Trained and coached newer technical support associates and account managers.
- Released app updates to pilot locations, and documented results.
- Resolved escalated issues by conducting thorough research, creating game plans, and communicating with the sites about what the next steps are and what we're doing to resolve their issues or what is needed to work together to resolve their issues.
- Created and published troubleshooting guides to our company-wide knowledge base.
Technical Support Associate
Luxer One
McClellan Park, CA
09.2019 - 01.2021
- Proactively monitored and maintained location dashboards, supporting 99.5% uptime across retail and new ventures locations.
- Partnered with project managers to troubleshoot hardware and software issues during deployments and installations.
- Created, prioritized, and resolved support tickets while consistently meeting a 3-day SLA.
- Conducted on-site visits to diagnose and repair locker hardware issues, coordinating follow-up work as needed.
- Scheduled, dispatched, and guided field technicians through repair procedures to ensure timely resolution.
Skills
Technical Skills
Business Applications & Platforms:
- Odoo
- ServiceNow
- Zoho (CRM, Analytics, Desk, SalesIQ, Flow, Forms)
Programming & Automation:
- Deluge (Zoho scripting language)
- JavaScript fundamentals
Agile & Project Collaboration:
- Agile development methodology
- Jira
- Miro (PI planning and collaboration)
Operating Systems & Productivity Tools:
- Windows OS
- macOS
- iOS/Android
- Microsoft Suite (Excel, Teams, OneDrive)
Remote Support & Access Tools:
- TeamViewer
- AnyDesk
Languages
Spanish
Native/ Bilingual
Timeline
Applications Analyst
Luxer One
02.2022 - Current
Technical Support Team Lead
Luxer One
01.2021 - 02.2022
Technical Support Associate
Luxer One
09.2019 - 01.2021