Pablo Matheo Gallardo
Atlanta,GA
Summary
Adept at SQL Data Analysis and fostering client relationships, I significantly enhanced support efficiency at SeatGeek by authoring solutions that cut resolution times by 70%. My proactive approach and expertise in DataDog Configuration and troubleshooting consistently exceeded SLA targets, saving costs and elevating customer satisfaction across key technical roles.
Overview
5
5
years of professional experience
Work History
Product Support Analyst
SeatGeek
Atlanta, GA
07.2024 - 02.2025
- Authored a guide on reproducing remedying an oft-reported printer server issue. This led to a 70% decrease in average time to resolution, from 4 days to 1.5 days, for cases reporting the issue.
- Leveraged DataDog to develop a query that pulled spikes to an underlying network resource that was not being monitored. I presented the query to our engineers, who implemented a notification system via Slack for all support and engineering staff. This decreased the number of incidents raised, where the network resource was a symptom, from 3.3 per month to 1.7.
- Received, triaged, and closed an average of 33 cases a month against an expected number of 30 via chat, email, and phone
- Maintained 98& CSAT across all cases
- Coached clients through print server setups, platform configurations, and query/report building
- Coordinated with other departments in order to address customer concerns in a timely manner.
- Never missed an SLA, saving an estimated $375,000 in client fees based on 93% SLA adherence for our team
- Provided training sessions for customers on the use of new products and features upon release into the market.
- Commandeered 3 SEV-2 incidents to completion, 1 during non-working hours.
- Authored and improved 11 Knowledge Base Articles: 3 client facing, 8 internal
Technical Support Engineer II
PrimeTrust
Las Vegas, USA
02.2023 - 09.2023
- Company Overview: SaaS provider
- Assigned to 3 high-priority clients as a dedicated support/post-sales advisor
- Hosted bi-weekly status meetings with high-priority clients
- Triaged 20+ external support tickets per week with an average time-to-resolution of 4 days
- Troubleshot Tier 1-escalated API issues on an average of 5 advanced API incidents weekly (documentation errors, data type inconsistencies, etc.)
- Collaborated with Tier 3 engineers, Market Operations, and Cloud Operations on solutions to tickets and system performance bottlenecks
- Led documentation of post-incident analysis with escalation engineers and other involved parties
- Built views on Cloudwatch to monitor DB performance; worked with engineering to suggest improvements/changes such as modifying throttling thresholds for API clients
- Support liaison on meetings with AWS to discuss performance needs of our application; provided insight from customer support perspective
Technical Support Engineer I
PrimeTrust
Las Vegas, USA
06.2022 - 02.2023
- Triaged 60+ external support tickets per week, with an average time to resolution of 2 days.
- Troubleshot API issues, identifying syntax, policy, logic, and/or permissions errors in an average of 20 API-related incidents weekly.
- Educated clients (individuals and teams) on the proper usage of the platform.
- Authored guides on various technical support procedures.
- Analyzed RDS logs daily.
- Adhered to strict SLA guidelines, securing 96% (4.8/5 CSAT) personal customer satisfaction.
- Built Zendesk views for a support team of 15 to enhance overall team performance.
Technical Support Engineer
ZOOM
Alpharetta, USA
04.2020 - 05.2022
- Provided support to troubleshoot and resolve technical issues (minimum 50 tickets weekly through Zendesk) ranging from proprietary specific VoIP issues to basic network-related issues reported by customers and other team members through phone, chat, and ticket channels
- Collaborated with database engineering teams to identify database performance problems stemming from Poorly optimized queries, inadequate indexing, large data volumes or improper database configuration
- Maintained 95% personal customer satisfaction across all troubleshooting channels
- Simplified and updated documentation and training material for internal technical support training/FAQs
- Solidified brand loyalty through timely follow-ups and communication with client in accordance with applicable Service Level Agreements (SLA's)
Education
Bachelor of Business Administration - Management Information Systems
Terry College of Business, University of Georgia
Athens, Georgia12.2017
Skills
- SQL Data Analysis
- Javascript
- JSON Data Management
- Postman
- DataDog Configuration
- Zendesk
- Jira
- Salesforce
- Cloud network monitoring
- Database Performance Monitoring
- Troubleshooting
- AWS Cloud Proficiency
- Microsoft Office Suite
- Spanish
Timeline
Product Support Analyst
SeatGeek
07.2024 - 02.2025
Technical Support Engineer II
PrimeTrust
02.2023 - 09.2023
Technical Support Engineer I
PrimeTrust
06.2022 - 02.2023
Technical Support Engineer
ZOOM
04.2020 - 05.2022
Bachelor of Business Administration - Management Information Systems
Terry College of Business, University of Georgia
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