Resume
Technical Support Resume
Diagnosing integration failures, reproducing bugs, and translating customer-reported issues into actionable engineering tasks.
Download PDF ↗Highlights
- Served as primary liaison between Support and Engineering — reproducing bugs, diagnosing API and system-logic issues, and converting customer reports into structured development tickets.
- Diagnosed integration failures, clarified expected vs. actual system behavior with customers, and escalated reproducible issues with full documentation to engineering.
- Implemented Intercom automation workflows reducing manual ticket handling; built Retool dashboards for real-time support queue monitoring.
- Designed and launched a full appeals case management system with structured case history, bot-detection improvements, and resolution pathway tracking.
Employment History
Game Designer · Pixels / Banger Inc.
Aug 2025 – Jun 2026- Translated live player issues and behavioral data into structured bug reports, design tasks, and product improvements for Engineering and Game Design teams.
- Led UAT cycles for new features, ensuring system behavior matched design intent and edge cases were documented before go-live.
- Built internal tracking tooling and dashboards to monitor system performance and surface anomalies to cross-functional stakeholders.
Head of Support & Community Operations · Pixels / Banger Inc.
Nov 2023 – Jun 2026- Held two concurrent full-time roles at Pixels / Banger Inc. (Nov 2023 – Jun 2026): Head of Support & Community Operations and Game Designer. Employment ended company-wide due to funding/company restructuring.
- Served as primary liaison between Support and Engineering — reproducing bugs, diagnosing API and system-logic issues, and converting customer reports into structured development tickets.
- Diagnosed integration failures, clarified expected vs. actual system behavior with customers, and escalated reproducible issues with full documentation to engineering.
- Implemented Intercom automation workflows reducing manual ticket handling; built Retool dashboards for real-time support queue monitoring.
- Designed and launched a full appeals case management system with structured case history, bot-detection improvements, and resolution pathway tracking.
- Delivered structured weekly reporting on bug frequency, customer trends, and system performance to product and leadership teams.
Financial Controller & IT Manager · Belize Sustainable Agriculture Ltd.
Nov 2014 – Jun 2023- Provided full IT support across hardware, networking, and system-level issues; diagnosed and resolved platform inconsistencies across financial and operational tools.
- Led ERP migration from QuickBooks to Microsoft Dynamics 365 — managed requirements, coordinated vendors, and validated system behavior post-migration.
- Built custom internal databases and tracking systems, improving data visibility and process consistency across departments.
Technical Projects
PixeLore Website
Aug 2023 – Present (personal project)React/Node wiki platform integrated with external APIs; built frontend components and backend data handling logic.
Discord Bot — Yoshino (DiscordJS / NodeJS)
Nov 2023 – Present (personal project)Designed Discord Bot with event handling, conditional flows, API integrations, queueing system, and other admin features.
Additional Projects
Support Dashboard, Leadgineer (lead generation tool), Weebcheck (anime quiz site), and Fetch (food delivery platform) — built using ReactJS, NodeJS, Express, and DiscordJS.
Education
University of Belize
Associates — Business Science
University of Belize
Associates — Computer Science
St. Catherine's Academy
Diploma in Business Arts
Tools & Skills
Technical
REST APIsReactJSNodeJSMongoDBHTML/CSSDiscordJSPixscriptBigQuerySQLDigitalOcean
Support Tools
IntercomJiraRetoolSlackNotionGoogle Workspace
Methods
Bug Reproduction & EscalationRoot Cause AnalysisUATSOP DesignWorkflow Automation
Finance/Admin
Microsoft Dynamics 365QuickBooksExcel (Advanced)