Hanz Cortés Bernal Email & Phone Number

Longmont, CO, US

Longmont, Colorado, United States

• My position as a Customer Escalations Support Engineer at Zapier involves acting as the key resolver for complex technical issues that are escalated within the company. I am skilled in diagnosing and fixing bugs on our.
• I closely monitor and assess the effectiveness and quality of solutions developed by our Build and Support teams, ensuring they work in sync and maintain high standards.
• I am committed to enhancing operational efficiency and the overall customer experience through continuous involvement in projects that aim to improve our workflows and processes.
• My responsibilities are varied, encompassing the development and maintenance of our tools, auditing code for quality assurance, and providing mentorship to other team members.
• Additionally, I dedicate time to refine and update our technical documentation, making it more accessible and useful for troubleshooting purposes.

Longmont, Colorado, United States

USA, Mexico & South America

• Took time off to travel throughout the USA and México.
• Completed a month-long hiking tour of northwest National Parks in the USA.
• Learnt new skills in music production and photography.
• Improved in athletic activities such as running, biking and tennis.
• Personal development through reading and listening to audio books.

Austin, Texas Area

• The Product Operations team is responsible for developing and utilizing their product knowledge and expertise to deliver an extraordinary support experience for all our customers. Our primary function is to be a.
• Be a high-performing technical team member who ensure a customer focus throughout Dropbox’s suite of features and products
• Deliver impactful customer and product insights to set direction and drive innovation across Dropbox
• Develop deep customer expertise and provide a balanced customer perspective to internal stakeholders backed up by strong customer data
• Develop in-depth operational experience in process management, change management and continuous improvement
• Build trusted cross-functional relationships across Product, Engineering, Design, and CX in order to manage and execute complex projects across multiple teams

Austin Y Alrededores, Texas, Estados Unidos

• Point of contact for product specific questions and escalations.
• Create and review reference content at a deep technical level.
• Own training for your product area, facilitating the training when needed.
• Find and file bugs and work with product specialists, engineers and PMs to find data tendencies and problem trends, as well as share and gather information about outages/emergencies in order to notify the appropriate.
• Ownership of technical knowledge about features, devices and interactions between different parts of the Dropbox architecture.
• Have deep Dropbox products knowledge with an understanding of the high level workings of their different modules.

Austin Y Alrededores, Texas, Estados Unidos

• Perform interviews and affect decisions in the recruiting process for the User Operations team.
• Train and develop new hires, professionally and personally, by providing an example of company culture.
• Mentor and assist with managing new team members hired as part of the Latin American support team for areas of knowledge related to User Operations like Dropbox for Business, Payments and Billing, Pro, etc.
• Drive translation of the internal tools used to provide support to Spanish speaking users.
• Answer general and technical questions of team members in need of assistance regardless of their team or the topic of the question.
• Ensure the best possible level of productivity within the office and the correct flow of information.

Bahía De San Francisco Y Alrededores, Estados Unidos

• Analyze logs and registries gathered by the Dropbox desktop application presenting issues to determine the root cause of the problems.
• File bug reports with specific members of the engineering team depending on the feature or operative system involved in order to provide solutions in upcoming versions of the application.
• Be the voice of the users and communicate their needs to the development team, as well as finding areas of opportunities for the creation of new features and functionality.
• Spearhead creation of internal references and training documents for onboarding new embedded team members within the client team.
• Primary source of information for teammates in regards to the Dropbox desktop application.

San Francisco, California

• Provide solutions to clients' technical needs while ensuring they get the most out of Dropbox.
• Deal with mid- to high-Ievel engineering issues presented by users and resolve the immediate technical issues, in addition to resolving any underlying issues with Dropbox.
• Provide advice and solutions to the product and engineering teams.
• Demonstrate mastery of relevant technical components of all operating systems and desktop software used by clients.
• Adapt to and quickly learn any unique or foreign operating system, desktop software, or unique proprietary application or API.
• Assist customers with their direct inquiries while also providing consultative support and additional recommendations that exceed the client's initial request.

• Tier 2 on-site engineering and IT support.

• Remote technical support for users in the United States of America, in charge of desktop applications and Windows operative systems.

Professional Referee of the largest Painball field of Latinamerica, I was also in charge of direct operations with the customers.

KFC Cook within the park (formerly known as "Reino Aventura").

Bachelor Of Computer Science, Informática (It), Inglés, Administración De Equipos De Trabajo, Multimedia

Activities and Societies: Tennis, Basketball, Several IT WorkshopsNational Autonomous University of Mexico - Mexico City - September, 2009.

Language, Art, Culture And Gastronomy

Studente