Measure it. Fix it. Write it down.
I’m Dayron Hernandez. I lead customer success and technical support for the Americas at Pulsar Measurement, and I build the dashboards, governance, and automation my teams run on. This site is my open notebook: the work, the numbers, and what I’m learning along the way.
- Role
- Customer Success & Technical Support Manager
- Company
- Pulsar Measurement, part of TASI Measurement Group
- Scope
- Americas. Sales Application Engineers and Technical Support Specialists
- Studying
- M.S. Data Analytics, Decision Process Engineering, WGU. Expected January 2027
- Credentials
- PMP, ITIL 4 Foundation, Google Data Analytics Certificate, B.A. Biological Sciences
- Based
- Largo, Florida. English and Spanish
- 2016First job at sixteen: grocery, pizza, gig driving
- 2018Biological Sciences at SUNY Binghamton
- 2019First property: Endicott, NY
- 2022Podiatry school, one year, then the pivot
- 2024Lovibond: technical support to first CX Manager
- 2026 · NOWManaging the Americas team at Pulsar
Results
Two years at Lovibond, measured. From Technical Support Specialist to the company’s first Customer Experience Manager, with the numbers from the 2025 support operation.
faster resolution time across 2025.
faster first response.
CSAT across 2025.
cross-sell and upsell pipeline surfaced from support signals. $53K closed in 2025.
Work
Tech Projects Workbench
Prototypes that tie support, sales, and operations together: an analytics warehouse, an AI governance layer, CRM hygiene, and service desk reporting.
Community Initiatives
Degrees Sin Barreras and the SRQ Food Access Map. The same playbook, pointed at education access and food resources.
Real Estate Projects
Residential deals since 2019, run like small businesses: the thesis, the budget, the numbers, and what went wrong.
Mindset & Essays
Where the operating system comes from: Cuba, clean slates, discipline, and the books that rewired how I work.
Log
Rebuilt this site
SiteSix months without an update is the opposite of learning in public. New home page, current timeline, and this log so it never sits that long again.
Started at Pulsar Measurement
CareerNew role: Customer Success & Technical Support Manager for the Americas, leading Sales Application Engineers and Technical Support Specialists.
Became Lovibond’s first Customer Experience Manager
CareerA new function covering the whole North American book of business: CX charter, KPI framework, and governance across Support, Sales, Product, and Marketing.
Contact
Questions, collaborations, or a conversation about customer experience and support operations. Email is the fastest way to reach me.