Julio Vaught
Costa Mesa,CA
Summary
Experienced Engineer with over 11 years of expertise in resolving complex technical issues, developing scalable support systems, and collaborating with engineering teams to enhance customer satisfaction. Proficient in scripting, monitoring tools, and system reliability. Driven by a customer-first mindset and committed to contributing to the progression of new technologies.
Overview
12
12
years of professional experience
Work History
Senior Technical Support Engineer
Motor Trend/Warner Bros Discovery
El Segundo, USA
09.2018 - Current
- Acted as the primary technical contact, resolving 90% of escalated issues within SLA targets
- Designed and implemented scalable support processes, reducing ticket resolution time by 25%
- Integrated monitoring tools (Grafana, Prometheus) into support workflows, enhancing incident detection by 40%
- Provided detailed feedback to Product and Engineering teams, driving product improvements that reduced customer-reported issues by 20%
- Automated routine support tasks using Python and Bash, improving team efficiency by 15+ hours per week
Support Engineer
Motor Trend/Warner Bros Discovery
El Segundo, USA
09.2016 - 09.2018
- Triaged technical issues, maintaining a 98% customer satisfaction rate for high-priority cases
- Developed internal knowledge bases and external documentation to streamline support interactions
- Collaborated with engineering teams to resolve complex system issues, reducing resolution times by 30%
Help Desk Analyst and Systems Administrator
Color Image Apparel
Los Angeles, USA
02.2013 - 09.2016
- Provided Tier 2 and Tier 3 support, achieving a first-call resolution rate of 92%
- Administered and optimized system monitoring tools, ensuring 99.8% system uptime
- Wrote and maintained documentation for technical processes, improving onboarding efficiency for new team members
Education
Computer Networking Systems -
ITT Technical Institute
Anaheim, CASkills
- Technical Support
- Issue Resolution
- Process Improvement
- Customer Satisfaction Metrics
- Ethereum
- Monitoring Tools
- Grafana
- Prometheus
- Observability
- Scripting & Automation
- JavaScript
- Python
- Collaboration & Communication
- Product Feedback
- Cross-Team Coordination
- Documentation Development
- Agile Environments
- Startup Experience
- Fast-Paced Workflows
- Adaptability
Accomplishments
- Reduced ticket resolution times by 25% through scalable support processes and automation.
- Improved customer satisfaction by 15% via enhanced documentation and proactive issue resolution.
- Successfully collaborated with engineering teams to launch new features, decreasing defect rates by 20%.
- Integrated observability tools into the support framework, cutting incident detection times by 40%.
Timeline
Senior Technical Support Engineer
Motor Trend/Warner Bros Discovery
09.2018 - Current
Support Engineer
Motor Trend/Warner Bros Discovery
09.2016 - 09.2018
Help Desk Analyst and Systems Administrator
Color Image Apparel
02.2013 - 09.2016
Computer Networking Systems -
ITT Technical Institute
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