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Work Experience
Technical Consultant / Developer
WebDevJonny• June 2019 - Present
• Develop WordPress sites using PHP, JavaScript, HTML, and CSS • Create documentation on website analysis results and feedback suggestions on solutions to resolve performance issues. • Analyze vulnerabilities within the site's source code and if applicable, perform optimizations to maintain performance and quality. • Test new product solutions based on customer business needs and pain points. • Present 3rd party products to help open opportunities to increase company performance and visibility. • Research and target local businesses that requested assistance in implementing new domains, website platforms, and other solution-based products (ex: Datadog or Google Analytics) • Migrate and monitor data with specific clients using PostgreSQL and pgAdmin4 • Lead discovery sessions to help build trust, identify business needs, create milestone goals, and discuss areas of growth opportunities. • Engage in weekly face-to-face meetings with existing clients to discuss milestones and project processes. Skills: Project Management · Project Planning · Data Analysis · Problem Solving · Microsoft PowerPoint · Amazon EC2 · Linux · Presentations · Communication · Time Management · JavaScript · Customer Service · Microsoft Word · Microsoft Office · Leadership
Partner Technical Account Manager (Lvl 4)
Twilio• March 2022 - October 2022
• Generated analytic reports using Kibana that helped partners have visibility over their daily usage and platform performance which opened up opportunities to fine-tune their business workflow processes. • Educated partners on Twilio's SMS and Chat messaging orchestrations while providing technical support before and after the initial implementation of the Twilio Flex platform. • Utilized traceroute and Wireshark to help find network diagnostics and reports for customers that were experiencing network-related issues. • Maintained a 98% satisfaction rating by conducting API testing using Postman and node.js apps to demonstrate functionality and confirm expected behavior. • Collaborated with Twilio Product Engineering teams via Slack and documented reproducible bugs via JIRA • Developed test apps as proof of concepts utilizing Ngrok, Nodejs, React, JavaScript, and Twilio APIs to help partners structure their custom apps. • Utilized BigQuery GCP to troubleshoot and analyze customer data Tools: Kibana for log analysis, GCP for database queries, and Wireshark for network connectivity debugging. Skills: Google Cloud Platform (GCP) · Data Analysis · Problem Solving · Communication · Time Management · Technical Support · JavaScript · Git · Customer Service · Node.js · Microsoft Office · Troubleshooting
Partner Technical Account Manager (Lvl 4)
Twilio• March 2022 - October 2022
• Generated analytic reports using Kibana that helped partners have visibility over their daily usage and platform performance which opened up opportunities to fine-tune their business workflow processes. • Educated partners on Twilio's SMS and Chat messaging orchestrations while providing technical support before and after the initial implementation of the Twilio Flex platform. • Utilized traceroute and Wireshark to help find network diagnostics and reports for customers that were experiencing network-related issues. • Maintained a 98% satisfaction rating by conducting API testing using Postman and node.js apps to demonstrate functionality and confirm expected behavior. • Collaborated with Twilio Product Engineering teams via Slack and documented reproducible bugs via JIRA • Developed test apps as proof of concepts utilizing Ngrok, Nodejs, React, JavaScript, and Twilio APIs to help partners structure their custom apps. • Utilized BigQuery GCP to troubleshoot and analyze customer data Tools: Kibana for log analysis, GCP for database queries, and Wireshark for network connectivity debugging. Skills: Google Cloud Platform (GCP) · Data Analysis · Problem Solving · Communication · Time Management · Technical Support · JavaScript · Git · Customer Service · Node.js · Microsoft Office · Troubleshooting
Software Engineer
Zendesk• January 2021 - March 2022
• Contributed to the newly updated Z2 Web Widget that all worldwide customers used to connect with the support team. Implemented automation for self-service and ticket deflections which reduced first reply time by 4 minutes. • Built custom Datadog dashboards, pipelines, and widgets to monitor infrastructure performance and help increase efficiency when running log searches for various featured projects. • Attended weekly collaborative discussions with internal teams like business analysts, product managers, and the design team to develop and launch new features within the 2-week sprint timeline. • Created RSpec unit tests for newly configured Ruby on Rails projects. • Presented feature updates for the internal team and stakeholders. • Used React and JavaScript to refactor code and update internal tools utilized across Zendesk • Deployed feature updates using Docker/Kubernetes • Created runbook steps and incident response guides for on-call engineers • Became Workato Certified Stack: Javascript / React / Ruby on Rails / Typescript, plus a variety of different technologies such as Docker, Kubernetes, Workato, Datadog, GitHub, and PagerDuty
Technical Support Architect
Zendesk• March 2020 - December 2020
• Resolved complex API, SDK, Help Center, and Talk VoIP tickets escalated by Enterprise level customers. • Integrated Zendesk with 3rd party test environments using platforms like Salesforce and JIRA. It helped customers visualize the custom fields and connections made with each platform connection • Retained a 95% customer satisfaction rating • Investigated bug-related issues with Developers to help understand behavior and confirm our documentation and escalation processes were accurate. • Created "ready-to-demonstrate" proof of concept apps (with Python and JavaScript) for quick solutions • Analyzed logs and reported performance trends to internal teams that were found in API, SSO, and Email dashboards using Kibana and Datadog. • Attended daily standup meetings to discuss tickets, product updates, and any solutions discovered during the week • Remained a Zendesk Talk Product Champion for the AMER region and internal team. • Became Zendesk Admin Certified and an API product champion. Skills: Data Analysis · Problem Solving · Amazon EC2 · Communication · Time Management · Technical Support · JavaScript · Git · Customer Service · Microsoft Word · Microsoft Office · Troubleshooting · Team Leadership · Leadership
Technical Support Engineer
Zendesk• May 2017 - March 2020
• Resolved API and Talk related tickets escalated from Tier 1 Advocates. API issues typically consisted of endpoint errors, unexpected behaviors via custom apps, etc. Talk tickets ranged from network connectivity issues, IVR configuration setup, and number porting requests. • Retained a 95% customer satisfaction rating from tickets handled weekly • Continued contributing to the development of Talk troubleshooting workflows and worked with Developers to simplify call transition event names. • Communicated and collaborated on complex issues with Technical Support Architects to provide precise and timely solution responses • Obtained customer custom code and tested apps using Zendesk APIs and JavaScript to compare the expected behavior to customer use cases • Utilized Datadog log metrics to debug and troubleshoot tickets relating to SSO configuration and authentication issues, Emai deliverability, API endpoint errors, and more. • Remained a Product Champion for Zendesk Talk in the AMER Region. • Developed strong customer relations by expressing empathy and understanding for their workflow while providing suggestions aligned with their goals. • Mentored and scheduled 1:1 meetings with future Talk product champions to become well-versed in Talk product resources. Skills: Data Analysis · Problem Solving · Communication · Time Management · Technical Support · JavaScript · Git · Customer Service · Microsoft Word · Microsoft Office · Troubleshooting · Team Leadership · Leadership
Customer Advocate
Zendesk• November 2015 - May 2017
• Supported Zendesk customers across multiple channels such as Chat, Email, Phone, and through tickets generated from the Zendesk community page. • Documented Talk troubleshooting processes to help support increase first response and resolution time • Scheduled Zendesk Talk office hours for internal education purposes or to resolve Talk tickets in a collaborative environment • Maintained a 95% satisfaction rating while solving 70 to 80 tickets weekly • Became a Zendesk Talk product champion for the AMER region. Attended all Talk product meetings to keep up to date with new features and changes. • Configured insight metrics within Good Data to help customers track their agent's ticket submission, track incoming tickets, and any other data generated from their Zendesk instance. • Networked and shadowed Technical Support Engineers to learn new processes and the tools utilized for deeper troubleshooting as I wanted to continue growing in my career. Skills: Data Analysis · Problem Solving · Communication · Time Management · Technical Support · JavaScript · Customer Service · Microsoft Word · Microsoft Office · Troubleshooting · Team Leadership · Leadership
Education
Madison Area Technical College
Computer Science, Associate in Applied Computer Science• November 2015 - December 2019