As a Solutions Engineer with expertise in technical support, distributed systems, and process optimization, I excel in identifying innovative solutions to meet client needs and drive operational efficiency. My technical skill set includes AWS, Docker, and distributed systems monitoring, as well as a proven ability to streamline processes and reduce inefficiencies to enhance team performance.Beyond my technical experience, I am deeply passionate about community advocacy and creating opportunities for underserved communities. Since September 2023, I have expanded my skill set to include graphic design and marketing, using tools like Adobe Illustrator and Photoshop to support small businesses and schools. Through this work, I’ve designed impactful materials, organized community-focused events, and led initiatives to foster educational and social development for children.By blending technical innovation with a heart for community engagement, I bring a unique perspective to cross-functional and client-facing roles. Whether developing technical solutions, strategizing designs, or leading collaborative projects, I am driven by a commitment to make a meaningful impact on clients, teams, and the communities I serve.
Trocitos De Mexico & Dos Amigos School In The Square
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Volunteer Graphic Designer And Community AdvocateTrocitos De Mexico & Dos Amigos School In The SquareNew York, Ny, Us
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Volunteer Graphic Designer & Community AdvocateTrocitos De Mexico & Dos Amigos School In The Square Sep 2023 - PresentGraphic Design & Marketing: Created bilingual promotional materials using Adobe Illustrator and Photoshop to boost engagement for events and school programs, ensuring cultural inclusivity and accessibility.Event Planning & Coordination: Organized successful community events, including a Halloween Pumpkin Carving Event by securing permits, managing logistics, fundraising, and curating experiences such as diverse music playlists and interactive activities like face painting.School Engagement: Designed flyers for events such as Holiday Spirit Week, promoting school spirit and fostering parent and student participation.Community Advocacy: Collaborated with schools and local businesses to provide enriching opportunities for children, focusing on educational equity, social development, and cultural representation.Collaboration & Outreach: Partnered with community members to drive awareness, encourage participation, and build meaningful connections, fostering a stronger, more inclusive neighborhood.
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Solutions EngineerDatadog Mar 2022 - Sep 2023New York, Ny, UsManaged 12-16 cases daily, maintaining a 99% customer satisfaction rate by providing tailored solutions and live troubleshooting.Reproduced customer environments using AWS and Docker to diagnose and resolve distributed system issues effectively.Analyzed code in Java, Python, Node.js, Go among others to identify and resolve system anomalies, improving reliability and enhancing performance.Developed incident management solutions using JavaScript, TypeScript, React, and Jest.Authored technical documentation, streamlining issue resolution processes for team members and clients. -
Student Software EngineerNyc Tech Talent Pipeline Jun 2021 - Feb 2022New York, UsOne of seventeen students of hundreds of applicants to graduate from New York City's first Future Code cohort with Fullstack Academy. Aside from the technical skills gained, I was also trained in Unconscious Bias and in giving and receiving feedback effectively. -
Technical Product Support SpecialistSameday Health Mar 2021 - Oct 2021Venice, California, UsProvided technical support to 40+ clinics across four time zones, ensuring operational stability through bug identification, documentation, and reporting. -
Customer Service SpecialistSameday Health Jan 2021 - Jul 2021Venice, California, UsDelivered exceptional bilingual support through email, phone, and chat.Enhanced the customer experience by proactively identifying system issues and short-term solutions.Became the first employee selected to transition into a dual technical support role based on performance and initiative.
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Customer Service SpecialistCollage.Com (Acquired) Oct 2020 - Jan 2021Delivered exceptional customer support across email, chat, and phone, handling 70+ interactions daily during peak periods.Provided bilingual assistance to customers, offering technical and design support for the platform on Android, iOS, MacOS, and Windows devices.Identified and escalated bugs using JIRA while collaborating with the development team to implement temporary solutions for users.Reduced company losses by detecting and escalating fraudulent activity and processing refunds efficiently.Streamlined customer interactions by proactively resolving issues and improving overall satisfaction.
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Office ManagerGattaca Apr 2019 - Jan 2020Whiteley, Fareham, GbHandled office needs, including inventory management, vendor communications, and procurement of office supplies.Served as the first line of bilingual support for internal and external communications in Spanish and English.Collaborated with the UK-based IT team to troubleshoot server issues, resolving both critical and non-critical operational failures.Created PowerPoint presentations for quarterly business updates and reports, maintaining confidentiality of client lists, employee records, and sensitive administrative information.Organized onboarding and termination processes, ensuring accuracy and compliance with company policies.Coordinated office events, team meetings, and employee engagement activities -
Bilingual Customer Service RepresentativeTelvista Sep 2017 - Mar 2018Dallas, Texas, UsDelivered exceptional bilingual phone support in English and Spanish to U.S.-based customers, handling over 100 calls daily.Proactively communicated team needs between supervisors, managers, and agents to optimize workflows and improve team performance.Completed the Team Leadership Program, gaining skills in floor support, team training, and operational leadership.Adhered to call center metrics, including Customer Handling Time (CHT), First Call Resolution (FCR), and Quality Assurance (QA).Managed sensitive customer information, monitored for suspicious activity, and escalated tickets for resolution.Gained proficiency in call center processes and tools
Diana Duran Skills
Diana Duran Education Details
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Fullstack AcademyComputer Software Engineering -
Fordham UniversityEconomics
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Fordham University
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Fordham University
Frequently Asked Questions about Diana Duran
What company does Diana Duran work for?
Diana Duran works for Trocitos De Mexico & Dos Amigos School In The Square
What is Diana Duran's role at the current company?
Diana Duran's current role is Volunteer Graphic Designer and Community Advocate.
What schools did Diana Duran attend?
Diana Duran attended Fullstack Academy, Fordham University, Fordham University, Fordham University.
What skills is Diana Duran known for?
Diana Duran has skills like Leadership, Customer Experience, Webpack, Git, Css Grid Layout, Node.js, Sequelize.js, Office 365, Microsoft Powerpoint, Networking, Redux.js, Babel.js.
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