Tomás Baidal

• Administration and management of Zendesk, by making continuous improvements and optimization on workflows, automations, triggers, SLA and integrations.
• Generated Python and Js scripts to test proposed change executions and to implement fast and accurate solutions
• Created spreadsheets using Zendesk Explore and Google Sheets for daily, weekly and monthly reporting.
• Collaborated with quality assurance, WFM, Training and Data teams to verify correct implementation of software development changes.
• Applied change control best practices for software enhancements to minimize workflow disruptions.

• Proved successful working within tight deadlines and fast-paced atmosphere.
• Collaborated with team members to migrate from Zendesk to Genesys software.
• Onboarded new temps by entering employee information into systems.

• Led projects and analyzed data to identify opportunities for improvement.
• Increased customer satisfaction by resolving issues.
• Proved successful working within tight deadlines and fast-paced atmosphere.

Data science programming, Probability and statistics, Fundamentals of networks and architectures, Analytical database design and use, Non-relational databases, Machine Learning, Analytics in big data environments, Data mining, Python Programming.