Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Timeline
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DANNY A. MALDONADO

DANNY A. MALDONADO

Wheat Ridge,Colorado

Summary

Certified Technical Support Engineer with a solid background in troubleshooting and resolving complex technical issues while maintaining high customer satisfaction rates. Skilled in various programming languages, network configurations, and system diagnostics. Known for providing efficient solutions to hardware and software problems and contributing positively to team performance. Proven ability to translate complex concepts into layman's terms enhancing user understanding.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer 3

TWILIO
05.2020 - Current
  • Resolved technical issues across Account Administration, Twilio Console, and APIs
  • Ensured prompt resolution of critical issues during incident on-call shifts
  • Ensured 98% adherence to SLA and CSAT targets.
  • Fostered strong client relationships through email, chat, and phone communication
  • Facilitated training sessions for more than 20 new hires.
  • Maintained accurate reference documents internally and externally, with additional facilitation of A.I.
  • Resolved complex technical problems through root cause analysis techniques.
  • Monitored ticketing system queues for incoming requests, resolving an average of 1,600 tickets annually.

Customer Support Specialist

UPSERVE
01.2020 - 04.2020
  • Resolved general client concerns about UPSERVE POS
  • Fixed issues with network and system infrastructure
  • Coached users on adapting their systems
  • Managed accounts and contacts through Salesforce
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.

Customer Support Specialist

FOUR WINDS INTERACTIVE
04.2018 - 11.2019
  • Handled account management through Salesforce system
  • Analyzed SQL datasets for accuracy
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.

Training & Support Specialist

CAMPSITE
04.2016 - 11.2017
  • Handled onboarding process for clientele
  • Conducted webinars and streamlined access for all Campsite clients.
  • Effectively oversaw opportunity management processes within Salesforce
  • Provided technical support to customers via phone and email, using Zendesk.

Education

Liberal Arts

NASSAU COMMUNITY COLLEGE

Skills

  • MS Suite
  • Final Cut Pro
  • Adobe Lightroom
  • Adobe Photoshop
  • Zendesk
  • Salesforce
  • Slack
  • Atlassian
  • Uber Gateway
  • NetSuite
  • JIRA
  • Monkey

Accomplishments

  • Awarded "Top Performer" title in Twilio's Global Support Recognition Program in 2024
  • Completed the McKinsey "Hispanic Leadership Essentials" program.

Certification

AWS CLOUD PRACTITIONER, In Progress

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Technical Support Engineer 3

TWILIO
05.2020 - Current

Customer Support Specialist

UPSERVE
01.2020 - 04.2020

Customer Support Specialist

FOUR WINDS INTERACTIVE
04.2018 - 11.2019

Training & Support Specialist

CAMPSITE
04.2016 - 11.2017

Liberal Arts

NASSAU COMMUNITY COLLEGE

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DANNY A. MALDONADO