Experience

Exodus

• Brazil
• Banking

• Customer support engineer / Investigations Team Lead

  • Jan 2021 - Present

  Exodus Crypto Wallet: Best Cryptocurrency Wallet for desktop and mobile. Manage & Exchange cryptocurrencies like Bitcoin, Ethereum, Monero & more. Secure & easy to use crypto wallet with 100+ digital assets & counting! Exodus Crypto Wallet: Best Cryptocurrency Wallet for desktop and mobile. Manage & Exchange cryptocurrencies like Bitcoin, Ethereum, Monero & more. Secure & easy to use crypto wallet with 100+ digital assets & counting!



Horizen Official

• Printing Services

• Product Manager,Support Leader, Testing & Translator

  • Dec 2017 - Nov 2021

  **Product Manager in flagship wallet (Mobile and Desktop) and other products.** Sphere by Horizen: is Horizen’s flagship wallet, in a nutshell, Sphere is a non custodial wallet which could be operated as a full and light node. + Documentation, prioritization & tracking of bugs and improvements using various tools (GH and Monday) in desktop and mobile wallets. + Creation of user flows using Figma: Account creation and seed phrase backup flows. + Creation of testing drills for our products. + Testing of wallet releases in our supported operating systems (Mac, Linux and Windows): New features and regression testing. + Github repository issue managing. + Weekly meetings to track progress with developers. **Support Leader** + Leader of the support system, which attended all types of issues, general doubts and inquiries. + Attended support desk tickets in Spanish and English + Video calls to give tailored support to users when required. + Managed a small team of support agents. + Coordinated daily meetings, where outstanding issues and doubts were discussed. + Reviewed SLA’s, labeling, ratings and agent’s responses to assess quality. + Implemented and created a new ticket labeling system which allowed us to make data driven decisions. + Created a python script which read the labels and generated output charts that described the current status of our support system for decision taking. + Creation of training sessions for new agent’s onboarding. + Managed our support system + Creation of new ticket forms where customers could raise a ticket. + Implemented automation rules which helped agents to answer tickets faster. + Supervised our organization’s Github. Replying to all issues on our repositories **Faucet** + Testing of new implemented features and regression testing. + Tracking of bugs and improvements. + User manual documentation creation.



Viva la Crypto

• Logistics Manager

  • Feb 2018 - Feb 2019

  Public event regarding blockchain technology and cryptocurrencies in Mexico + Supervision and execution of the event + Design and maintenance of the web page Public event regarding blockchain technology and cryptocurrencies in Mexico + Supervision and execution of the event + Design and maintenance of the web page



John Deere

• Construction
• 1 - 100 Employee

• Design Engineer

  • Feb 2017 - Feb 2018

  Routings Design in machines + 3D Design in CREO software + Routings designs in electrlical, pneumatical and hydraulic systems Routings Design in machines + 3D Design in CREO software + Routings designs in electrlical, pneumatical and hydraulic systems



INDI Ingeniería y Diseño S.A.P.I. de C.V.

• Design Engineer

  • Feb 2016 - Jan 2017

  + SolidWorks + 3D modelling of mechanical components for an exoskeleton. + Mechanical testing of components + 3D printing for rapid prototyping + SolidWorks + 3D modelling of mechanical components for an exoskeleton. + Mechanical testing of components + 3D printing for rapid prototyping



IPATEK

• 1 - 100 Employee

• Project Engineering Intern

  • Jun 2015 - Nov 2015

  Project engineering intern. + User manuals creation. + Creation and corrections of electric diagrams. + Development, migration and execution of 2 brewery machines in Heineken. Project engineering intern. + User manuals creation. + Creation and corrections of electric diagrams. + Development, migration and execution of 2 brewery machines in Heineken.