Technical Discovery
Ask targeted questions, map customer workflows, identify dependencies, and document environments before issues become blockers.
Technical Support • Customer Success • Future TAM
Customer-first technical problem solver with Apple, ecommerce, and web support experience.
I help customers translate technical problems into clear next steps, partner with internal teams to resolve escalations, and document solutions that improve the customer experience.
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 as a Technical Account Manager will be to provide 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.
TAM Value
How I would support technical accounts
A Technical Account Manager needs more than technical skill. The role requires proactive communication, customer advocacy, clean documentation, and strong internal partnership.
Escalation Ownership
Gather clear reproduction steps, prioritize business impact, communicate status, and partner with support, product, and engineering until resolution.
Customer Enablement
Translate technical guidance into customer-friendly training, best practices, runbooks, and post-resolution documentation.
Business Impact
Connect technical decisions to customer goals such as uptime, conversion, adoption, operational efficiency, and long-term account health.
Relevant
Experience
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.
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.
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
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.