Esteban Gonzalez Corti Email & Phone Number

Dee Why, Nsw, Au

Dee Why, Nsw, Au

Sydney, New South Wales, Australia

➢ Directly responsible individual of product area for the support team and acts as a product representative within the company.➢ Responsible for training and enablement of the team on product expertise. Creates and maintains trainings, hosts pairing, consulting and shadowing sessions.➢ Work with clients to surface feature requests, formulating requirements and analysing feasibility.➢ Subject-matter expert aligning with R&D teams. Set priorities based on clients data and usage for R&D planning. Discusses different approaches and solutions with R&D.➢ Develop troubleshooting techniques and tests plans.➢ Create and maintain internal product process diagnostic documentation.➢ Surface related product high impact incidents and support R&D for resolution.➢ Create reports and metrics and regularly report stats/trends/feedback to Managers and R&D PMs.➢ Approver of R&D escalations, analysing the information provided and working to identify ways to prevent future escalations.➢ Participate in product development life cycle. Assist R&D during alpha & beta testing, and defining onboarding processes for general availability.

Sydney, New South Wales, Australia

➢ Founding member of the Asia – Pacific region Customer Success support team.➢ Help customers utilize Segment’s API across many platforms (web, mobile, server), maximizing value generated from the many destinations Segment supports.➢ Recreate and troubleshoot client issues, both in Segment’s platform as well as in supported destinations, fixing them or gathering as much information as possible for escalation.➢ Improve team efficiency by creating internal content and improving public documentation.➢ Hold weekly ticket pairing sessions to help and guide new hires in their onboarding and tickets.➢ Be a guide on the code base and functionality of the Segment platform, libraries, and integrations, assisting clients and co-workers alike.ACCOMPLISHMENTS✓ Recognised as an expert on the Engage product, leading to the promotion as a Product Technical Leader across all regions in less than a year.✓ Solved 1300+ tickets, fulfilling 125% of the monthly quota on average, maintaining a CSAT score of 9.8.

Greater Buenos Aires, Argentina

Encompass is a global technology services company focused on supporting broadcasters, cable networks and OTT service providers by designing, implementing and operating reliable video content solutions. Encompass services 1,200+ channels from clients such as Disney (including Fox, Fox Sports, abc, A+E), Universal and CBS.➢ Provided technical assistance to internal and external clients in person, by phone or via email to solve technical issues and broadcast systems failures during normal operations and in live events➢ Took ownership of an average of 5 tickets daily, troubleshooting and recreating issues from a wide range of systems, fixing them or escalating them with sufficient information when necessary➢ Designed, developed and programmed more than 20 new workflows for different areas and clients while proactively analysing existing ones to ensure well-functioning and enhancing them for efficiency ➢ Generated more than 30 technical documents and provided training to clients and colleaguesACCOMPLISHMENTS✓ Led the design of and then programmed a VOD media processing workflow from scratch, creating a ground-breaking service for Encompass Latin-America✓ Slashed by 50% processing times of media tracking workflows for the US Atlanta branch by eliminating redundancies and setting timeouts, while improving error detection to minimize the human response time✓ Carried out successfully a live social media event for Fox Latin-America, preparing SQL data bases and connecting them with the middleware, and then troubleshooting and assisting the operation during the live event✓ Enhanced master control operator reports replacing time-consuming email reports with a whole new workflow in the company platform, drastically improving upward communication and data collection

Greater Buenos Aires, Argentina

ICS RED specializes in telecommunications, providing engineering, logistics, installation, and maintenance for all kinds of telecommunication infrastructure projects in Argentina, U.S., and Spain among others.➢ Managed and coordinated the logistics of outdoor technical crews➢ Budgeted infrastructure repairs for clients and ensured compliance of national legislation➢ Provided technical assistance to suppliers and crew members➢ Analysed environmental noise and radiation measurements to keep them in line with national regulations➢ Delivered general status reports and presentations to clients such as DirecTV, Ericsson and ClaroACCOMPLISHMENTS✓ Designed and implemented a plan of recurrent visits to client’s infrastructures that reduced SLA penalties by 25%✓ After an extensive market research and by building vendor relationships I was able to sign new vendor agreements to cut environmental measurements costs by more than 10%

Buenos Aires, Buenos Aires Province, Argentina

Otto Krause is a historical technical high school in Buenos Aires which, back in 2010, started building a small scale renewable (solar and eolic) energy plant, mainly for educational purposes. By 2015, the plant was almost fully operational but it was lacking electronic control and automation.➢ Designed and programmed an automatic operation mode which was able to ensure proper and efficient functioning in every possible scenario the plant could be in, such as voltage or current overloads, batteries being discharged, or electrical grid blackouts, among others➢ Established communication via Modbus between master and slave PLCs, PLCs and RS-485 serial sensors and between PLCs and SCADA➢ Designed and fully implemented a scalable SCADA in NI LabVIEW which could be used as monitoring system as well as an operation station. It was also able set up custom alarms, log data and show it in histograms or export it➢ Configured protections and locks for local and remote switchboards and SCADA to avoid operation from different areas simultaneously➢ Trained students on how the automatic mode worked, how to operate the plant from the SCADA and how to scale the systems in the futureACCOMPLISHMENTS✓ Successfully implemented an automatic operation mode and SCADA system to complete the energy plant with electronic control and automation. Every system was designed to be modular and scalable for future plant growth.

Hawaiian Islands

Electronic Engineering, Control & Automation

High School Diploma, Social Sciences

Foreign Exchange Student