Rafael Fernandez
Information Technology
Miami Gardens,FL
Summary
Product support professional with expertise in resolving complex technical issues and enhancing user experience for SaaS platforms. Proficient in root-cause analysis and data-driven problem solving using SQL, with hands-on experience across Windows, macOS, and Linux environments. Demonstrated success in collaborating with cross-functional teams to deliver timely solutions and improve customer satisfaction. Strong knowledge of cybersecurity best practices, system integrity, and efficient support ticket management in fast-paced settings.
Overview
3
3
years of professional experience
Work History
Technical Product Specialist Level 3
TikTok
05.2025 - Current
- Delivered professional customer support to 200+ customers monthly, maintaining SLA compliance and high customer satisfaction standards.
- Collaborated with 5+ cross-functional teams to ensure seamless project handoffs, issue resolution, and customer onboarding activities.
- Managed and resolved 230+ customer inquiries per month through email, consistently meeting response-time and resolution targets.
- Diagnosed and troubleshot user-reported issues, achieving a 90%+ first-response resolution rate through effective analysis and problem-solving.
Product Support Representative III
UKG
08.2023 - 09.2024
- Resolved complex UKG Pro product and system issues for 100+ customers monthly, leveraging troubleshooting, root-cause analysis, and platform expertise to maintain high customer satisfaction.
- Managed a workload of 85+ support cases per month, consistently meeting SLA requirements while reducing response times through effective case prioritization and issue resolution.
- Utilized SQL queries to analyze system data, investigate customer-reported issues, validate configurations, and identify root causes for technical and operational problems.
- Analyzed datasets containing thousands of employee and workforce records within UKG Pro to identify trends, data discrepancies, and opportunities for process improvement.
- Partnered with Product, Engineering, and Implementation teams to resolve escalated cases, communicate technical findings, and deliver solutions for complex customer environments.
Education
Bachelor of Science - Information Systems Technology
Miami Dade College
Miami, FL08.2021
Skills
SQL & Data Analysis
API Fundamentals (REST APIs)
Salesforce, Jira, Zendesk, Intercom
SaaS & Technical Support
Windows, macOS, & Linux Support
Cybersecurity Best Practices
Timeline
Technical Product Specialist Level 3
TikTok
05.2025 - Current
Product Support Representative III
UKG
08.2023 - 09.2024
Bachelor of Science - Information Systems Technology
Miami Dade College