Summary

Computer Science student with hands-on experience in Enterprise Support at SpaceX and technical roles across diverse industries. Skilled in Python, SQL, data visualization, and workflow optimization. Recognized as a data-driven problem solver and success-oriented leader with expertise in analytics, technical support, and process improvement.

Education & Certification

• Lake Washington Institute of Technology – Kirkland, WA | 2024 – Present B.S. in Computer Science (Current GPA: 4.0) 2025 Honors: President’s List, Phi Theta Kappa Honors Society Member
• Lean Six Sigma White Belt – Council of Six Sigma Certification (C.S.S.C.), 2025

Professional Experience

SpaceX – Enterprise Support Associate, Starlink (Aug 2023 – Present)

• Delivered premium technical and account support to multinational enterprise clients generating $1M+ annually, resolving complex issues in ordering, billing, shipping, and troubleshooting to maintain high client satisfaction.
• Provided advanced technical assistance for user terminals in offshore vessels, remote sites, and aviation platforms, ensuring reliable connectivity and minimizing downtime in mission critical operations.
• Collaborated with C suite executives, senior leadership, and cross functional teams to design customized solutions aligned with contractual terms and regulatory requirements, strengthening enterprise partnerships.
• Designed and optimized troubleshooting workflows that reduced root cause resolution time by 20% and improved client satisfaction scores.
• Coordinated domestic and international logistics operations, including multimodal freight and multi currency documentation, ensuring on time delivery for global clients.
• Built dashboards in Excel and Metabase using SQL to track KPIs, optimize associate workflows, and identify revenue trends for LATAM enterprise customers, improving reporting efficiency by 25%.
• Led projects to enhance customer experience by analyzing feedback and operational data, implementing improvements that increased service delivery ratings.

Sutherland Global – Technology Associate (Oct 2022 – Aug 2023)

• Utilized Salesforce to manage and analyze customer databases for CBS Interactive/Paramount+, generating insights that improved service delivery and reduced repeat support requests.
• Troubleshot and resolved billing issues by analyzing transaction data and customer interactions, increasing billing accuracy and reducing error rates by 15%.

The UPS Store – Store Manager (Feb 2020 – Oct 2022)

• Streamlined inventory management processes through data analysis, improving stock accuracy by 20% and reducing supply shortages.
• Implemented performance metrics to assess team efficiency, resulting in a 15% increase in customer satisfaction ratings.
• Negotiated with customers to expand services, driving a 50% increase in yearly store revenue.

Alorica Panama – Team Leader (Oct 2018 – Jan 2020)

• Analyzed call center data to optimize team performance, reducing response times for Best Buy US online orders and improving service consistency.
• Developed training materials based on data insights, enhancing team skills in customer service and technical support, which boosted customer satisfaction scores.

Technical Skills

• Programming Languages: Python, SQL, Java, HTML, CSS, JavaScript
• Data Visualization Tools: Excel, Python
• Database Management: Salesforce, Metabase
• Microsoft Office Products: Excel, Word, PowerPoint, Outlook
• Web Development tools: Node.js, Express.js and React.js
• Project management: Confluence and JIRA
• Version control: Git and GitHub

Core Competencies

• Project management.
• Process improvement and workflow optimization
• Analytical thinking applied to problem-solving.
• International experience with Consumer and Business customers, including Resellers, Retailers, Maritime, Government and Aviation clients.
• Customer service excellence with a focus on data-driven decision-making.
• Leadership experience with a collaborative approach.
• Quick learner with minimal learning curve for new software tools and knowledge.
• Bilingual proficiency: Advanced English and Native Spanish.

Volunteering

Scouts of Panama | Youth Advisor | 2016 – 2020

• Managed distinct projects for the Scouts Association in Panama, enhancing young members potential through leadership trainings, environmental and community projects, and distinct outdoor activities.
• Recognized in 2019 as Advisor of the Year for my distinguished work of supporting teenagers and young adults.