Software Engineering
I build practical web and iOS projects using SwiftUI, Firebase, HTML, CSS, and JavaScript, with a focus on usability, clean structure, and continuous improvement.
"Technical Support • Software Engineering • Customer Success"
Technical support professional building toward software engineering and Technical Account Management roles.
I combine Apple technical support, Starbucks operations leadership, and hands-on web and iOS development projects to solve problems, support customers, and build reliable digital experiences.
ACMT / ACiT Certified
Bilingual Support
HTML / CSS / JS
SwiftUI / Firebase
About
Built for the bridge between customers, support, product, and engineering.
I’m a bilingual technical support and customer experience professional with a background in Apple hardware/software troubleshooting, repair workflows, team leadership, web development, ecommerce, and behavioral psychology.
My strongest value is the ability to listen carefully, clarify complex issues, identify root causes, communicate status with empathy, and turn repeated problems into documented, repeatable solutions.
I bring hands-on technical depth from Apple Genius work, operational leadership from Starbucks management, and a growing portfolio of web and ecommerce projects that show I can understand both the customer experience and the technical system behind it.
Role Fit
Where my experience fits
My background connects technical troubleshooting, software development, customer success, and operational leadership.
Technical Support and Escalation Management
My Apple Genius experience strengthened my ability to diagnose issues, document findings, protect customer data, and explain technical solutions clearly.
Technical Account Management
I bring customer advocacy, communication, documentation, and relationship-building skills that align with TAM, customer success, and solutions-focused roles.
Operations & Leadership
My Starbucks leadership background gives me experience supporting teams, improving workflows, training partners, and solving problems in fast-paced environments. Connect technical decisions to customer goals like availability, conversion, adoption, operational efficiency, and long-term account health.
Experience
Relevant experience for a Technical Account Manager role
2007 – Present
Manager — Starbucks
Led daily operations, customer connection, team coaching, scheduling, inventory, cash handling, and service recovery in a high-volume environment.
- Coached partners on customer experience, operational standards, and performance expectations.
- Balanced customer needs, staffing, inventory, and business priorities while maintaining service quality.
- Resolved customer concerns with empathy, accountability, and practical next steps.
- Volunteered with Starbucks at the RGV Food Bank, supporting community service and team engagement.
2018 – 2024
Genius — Apple
Delivered technical support, diagnostics, repairs, customer education, and cross-functional issue resolution across Apple products and services.
- Diagnosed hardware, software, account, and ecosystem issues while communicating clear next steps to customers.
- Documented customer issues accurately to support repair decisions, trend analysis, and internal follow-up.
- Partnered with teammates and leadership to resolve complex cases, improve workflows, and mentor newer team members.
- Maintained confidentiality, data care, and high customer trust during sensitive technical interactions.
2016 – 2018
Behavior Therapist — The Shape of Behavior
Applied behavioral analysis, data collection, family communication, and intervention planning in a highly detail-oriented care environment.
- Used structured observation and data collection to support individualized treatment plans.
- Communicated progress and behavior trends with caregivers and cross-functional therapy teams.
- Built patience, active listening, and root-cause thinking that directly support customer-facing technical roles.
Projects
Portfolio projects aligned with technical account management
These projects show web development, ecommerce thinking, customer journey design, platform setup, and technical documentation.
SwiftUI • Firebase • Product Thinking
Coffee Passport App
A prototype app for logging, filtering, and tracking Starbucks coffees with authentication and real-time data support.
- User registration and login
- Coffee tracking and filtering
- Firebase Authentication and database integration
BigCommerce • Ecommerce • UX
Leon & Leon Stud Earrings
A modern ecommerce site with product presentation, cart experience, inventory considerations, and responsive storefront design.
- BigCommerce implementation experience
- Customer shopping flow and product detail structure
- Responsive design for desktop and mobile
Service Website • Booking • Support
Unified Tech Repair
A professional service website for Apple repair, troubleshooting, and technology support services.
- Clear service categories and support path
- Online booking flow
- Customer-facing technical service copy
HTML • CSS • JavaScript
And Venus
A responsive band website with a full-screen landing page, media presentation, gallery content, and contact experience.
- Responsive design and visual branding
- Content structure for audience engagement
- Contact and promotional flow
Client Website • Booking • Payments
Black Lotus Tattoo Studio
A client-facing website concept for studio services, artist presentation, booking, and secure deposit payment flow.
- Service presentation and appointment path
- Portfolio gallery structure
- Mobile-first user experience
JavaScript • Utility • UX
Password Generator
A small JavaScript utility focused on user inputs, generated outputs, and basic interaction logic.
- Form handling and conditional logic
- Simple interface design
- Practical JavaScript functionality
Skills
Technical, customer-facing, and operational strengths
Technical Support
- Hardware and software troubleshooting
- macOS, iOS, iPadOS, and Apple ecosystem support
- Diagnostics, repair workflows, and issue documentation
- Customer education and technical translation
Customer Success / TAM
- Account health mindset
- Escalation management
- Customer advocacy
- Best-practice guidance and runbook documentation
Web / Ecommerce
- HTML, CSS, JavaScript, Sass
- Bootstrap and responsive design
- BigCommerce storefront familiarity
- UX, cart flows, service pages, and contact forms
Leadership
- Team coaching and mentorship
- Training and development
- Operational planning and scheduling
- Service recovery and customer communication
Education
B.A. Psychology
University of Texas-Pan American • Minor in English
Psychology and English strengthen my ability to understand customer behavior, communicate clearly, identify patterns, and write useful documentation.
Contact
Let’s connect about Technical Account Manager opportunities.
I’m especially interested in roles where I can combine customer success, technical troubleshooting, ecommerce, documentation, and cross-functional collaboration.