Learning in progress
I’ve been in customer-facing work since I was sixteen. After-school shifts at Stop & Shop and Domino’s, late-night Uber and DoorDash runs. Those years built the habits I still rely on: show up, stay composed, get it done. Today at Pulsar Measurement I lead the customer success and technical support team for the Americas, and I use data and process design to turn that grit into systems that make teams faster and customers happier.
2026
Customer Success & Technical Support Manager, Pulsar Measurement
Pulsar builds ultrasonic and radar level and flow instruments and is part of TASI Measurement Group. I lead the Sales Application Engineers and Technical Support Specialists who serve customers across the Americas, from pre-sale application questions through post-sale support.
- Own the customer experience end to end: application engineering before the sale, technical support after it.
- Leading a cross-functional ERP sales-data accuracy initiative: project charter, governance, KPIs, and Power BI reporting.
- Growing the inside sales motion through the technical team.
Customer Experience Manager, Lovibond / Tintometer Group
The company’s first dedicated Customer Experience function, covering 100% of the North American book of business.
- Defined the CX charter, KPI framework, and governance model across Support, Sales, Product, and Marketing.
- Unified customer data from four systems into a single view of account health: Zoho CRM and Desk workflows, automations, and cross-platform dashboards for Sales, Marketing, and CSM visibility.
- Reduced projected churn risk on top-decile accounts by finding the friction points tied to product adoption, through Voice of Customer interviews and journey mapping across onboarding, adoption, and renewal.
- Led the build of a public-facing Help Center and self-service knowledge base, cutting time-to-value during onboarding and scaling support capacity without adding headcount.
AI Reviewer, Mercor
Contract work alongside the day job: evaluating large language model outputs and providing structured human feedback that supports model accuracy, reasoning, and instruction-following.
M.S. Data Analytics, Western Governors University
Decision Process Engineering concentration. Coursework includes Data Management, Data Storytelling, Machine Learning, and Decision Support Analytics.
Microsoft Certified: Power BI Data Analyst Associate (PL-300)
DAX, star-schema modeling, and governed datasets for decision-ready reporting.
Florida Waters Stewardship Program, UF/IFAS Extension Sarasota County
A multi-session UF/IFAS Extension workshop on the connection between water and people: water quality, conservation, field visits, and expert speakers. Completing it makes you a Florida Water Steward, which is a fitting credential for someone who has spent his career around water quality instruments.
2025
Olist Analytics Warehouse
Raw Kaggle e-commerce data to a star-schema warehouse and a ten-notebook analytics suite. Databricks, Python, SQL, DuckDB, Plotly. Read the case study.
Project Management Professional (PMP), Project Management Institute
Structured delivery across scope, schedule, risk, and stakeholders. Measurable outcomes over activity, and repeatable playbooks for cross-functional work.
ITIL 4 Foundation, AXELOS
Service design, incident and change enablement, and the reliability practices behind support operations and SLA governance.
ALPFA, Association of Latino Professionals For America, member
The largest Latino professional association in the United States, committed to empowering and developing Latino leadership across industries. Networking, professional development, and community building. My first networking event ever was the ALPFA Tampa Bay and Prospanica Tampa Bay Hispanic Heritage Month kickoff on September 15, 2026.
Statistics Without Borders, volunteer
Volunteer member contributing to the mission of providing pro bono statistical consulting and data analysis to underserved communities and nonprofit organizations worldwide.
Technical Support Specialist II, Lovibond / Tintometer Group
Moved technical support from a reactive inbox to a measured operation, and connected what support was hearing to what sales could act on.
- Surfaced $163K+ in cross-sell and upsell pipeline, with $53K closed in 2025, by designing Zoho dashboards that link support ticket signals to CRM opportunity data and automating the ETL between the two systems.
- Retained an 11-facility key account, which went on to buy three additional color units and give the company’s second-ever customer testimonial, by coordinating Support, Product, Quality, and Marketing across the U.S. and U.K. through a multi-site escalation.
- Cut first response time by 47% and resolution time by 62%, lifting CSAT to 100% across 2025, by writing 150+ knowledge artifacts and rebuilding the internal LMS for onboarding and upskilling.
- Reconciled 470 customer records (an 89% improvement) and handed 49 net-new CRM entries to Sales by fixing a chronic CRM–ERP Account ID mismatch with a governed primary-key mapping between Traverse ERP and Zoho CRM.
- Built and presented monthly KPI dashboards (response time, resolution time, repeat issues) that gave leadership the data for SLA, staffing, and roadmap decisions.
Customer Experience Optimization Initiative, project lead
A six-month cross-functional initiative at Lovibond that standardized workflows and escalation paths across 15+ sub-initiatives. Result: resolution time down 62%, first response 47% faster, 100% CSAT across 2025.
2024
Technical Support Specialist I, Lovibond / Tintometer Group
Built the foundation the later work stood on.
- Wrote the company’s first knowledge base articles and standardized ticket templates, making response consistency measurable across the global support queue and setting the baseline for SLA tracking.
- Gave the company its first root-cause visibility into product defects by partnering with Quality to collect and structure defect data from Zoho Desk tickets.
- Supported the rollout of standardized SLA tracking by logging, troubleshooting, and escalating issues through structured Zoho Desk and CRM workflows.
Degrees Sin Barreras, founder
A community education platform for underrepresented students: CLEP, Sophia, and WGU pathways consolidated into a Discord and Notion LMS, with MailerLite automations tracking engagement from onboarding to adoption. The case study.
SRQ Food Access Map, founder
A governed dataset and mobile-friendly map of Sarasota food banks, eligibility criteria, and service gaps. Faster referrals and easier discovery earned a volunteer data partnership with All Faiths Food Bank. Community initiatives.
Service Desk KPI Dashboard
SLA, first response, resolution time, and escalation trends in one Power BI view for metric-based reviews. See the dashboard.
Guardrail: AI governance prototype
A compliance layer for AI: intercept model outputs, check them for PII and PHI, toxicity, jailbreaks, and likely hallucinations, then allow, redact, or block, with audit-grade logging. See the project.
CRM Dupe Remover
Python and Zoho. Fuzzy matching and domain normalization to unify accounts, contacts, and leads. Sandbox runs cleaned thousands of records. See the project.
Google Data Analytics Certificate, Google
Data cleaning, analysis, and visualization fundamentals, taken while building the first support dashboards at Lovibond.
Google AI Essentials, Google
Practical foundations for using AI tools at work, a year before the Guardrail prototype.
2022
Podiatry school: one year, then a pivot
I completed one academic year and realized clinical practice wasn’t my long-term path, and that staying wouldn’t be fair to me or to future patients. The daily exposure to serious suffering made it clear my best contribution was elsewhere. I moved to systems and analytics, where I could scale impact for teams and customers.
APMSA Legislative Liaison
Coordinated policy review and advocacy touchpoints, and represented student interests in national legislative matters during podiatry training.
2019
Real Estate Project Manager, DEHernandez RES LLC
The family-owned LLC behind the deals on the real estate pages.
- Completed multiple full-cycle acquisitions and renovations with positive ROI on every project, coordinating inspections, permits, and subcontracted electricians and plumbers while doing hands-on work myself.
- Negotiated purchase, sale, and rental contracts directly with agents, buyers, and tenants to protect project margins.
2018
B.A. Biological Sciences, SUNY Binghamton
Merit-based academic scholarship. Independent research coursework in biostatistics. The scientific method became my operating system: define the question, measure well, analyze honestly, iterate quickly. That rigor sits under every dashboard, workflow, and process I build.
2016
Early work: after-school and gig jobs
I started working at sixteen to help my family, juggling classes, long shifts, and early responsibility. Stop & Shop, Domino’s, Uber, DoorDash. I learned endurance, empathy, and discipline, and that foundation still defines how I lead, serve, and solve problems under pressure.
Toolkit