JOSE SEPULVEDA
Technical Engineer
Garland,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
1
1
Certification
2
2
Languages
Work History
Technical Engineer
Over the Top Marketing
6 2023 - Current
- Developed KPI Metrics Report Results for the Account Team, that provided business insight in understanding Client Interactions
- Designed and implemented quality control processes to facilitate customer satisfaction.
- Streamlined processes by automating repetitive tasks, increasing team efficiency and productivity.
- Diagnosed malfunctions in Carbon/Advantage, directing support tickets to appropriate personnel for remediation.
- Spearheaded initiatives aimed at improving workplace safety protocols, resulting in a reduction of incidents while fostering a culture of responsibility and care.
Product Specialist II (SnapPages Support Lead)
Subsplash
4 2021 - 5 2023
- Worked directly with the Product Owner, and gathered data on the platform's bugs and client's feature requests
- Improved overall user experience by collaborating with UX/UI designers on intuitive interface designs.
- Oversaw the migration of 300+ of the legacy version of the platform
- Organized a weekly triage meeting to clear out over 100 Jira outdated bugs
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Coordinated bi-weekly meetings with the platform support team members to discuss high-traffic support ticket generators, and update our knowledge center article, this created a clear pathway for the support team to rely on information from the dev team and increased bug fixes by 40%.
- Offered assistance in implementing and developing training programs.
Skills
Technical Documentation
Certification
UX/UI Program, Chegg Skills
Timeline
UX/UI Program, Chegg Skills
12-2022
Technical Engineer - Over the Top Marketing
6 2023 - Current
Product Specialist II (SnapPages Support Lead) - Subsplash
4 2021 - 5 2023