Ivan
MS in Cybersecurity Risk Management | BS in Information Systems | US Navy Veteran | Kelley School of Business
- Role
- Technical Support Engineer at Zendesk
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Ivan
I’m a graduate of Indiana University – Bloomington, where I earned my BS in Information…
Experience
Technical Support Engineer
Mar 2025 — Present · Austin, TX, US
Solved 300+ support tickets since March 2025 Engineered and maintained complex multi-vendor, multi-platform SaaS solutions, ensuring high availability and seamless integration across systems Leveraged HTML, JSON, and RESTful APIs to diagnose integration issues, streamline troubleshooting processes, and verify root causes effectively Analyzed DataDog and internal logs to identify and resolve diverse issues related to email delivery, APIperformance, application usage, MFA, and automation workflows Developed vendor-specific conditional logic to automate workflows and enforce SLAs, improving operational efficiency and reducing manual intervention Contributed to the development and refinement of AI tools to enhance vendor help center request handling andaccelerate resolution times Trained vendors in statistical analysis techniques using data from messaging, AI, phone, and social media channels to optimize support strategies Supported vendors in implementing email authentication protocols (SPF, DKIM, DMARC), enhancing email security and deliverability standards
Education
Broward College
Associate of Arts - AA
2019 — 2020
Indiana University - Kelley School of Business
Bachelor of Science - BS
2021 — 2023
Indiana University Bloomington
Master of Science - MS
2024 — 2024
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