Summary
Overview
Work History
Education
Skills
Hobbies
Languages
Timeline
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RENE ALVAREZ

RENE ALVAREZ

Georgetown,TX

Summary

Experienced operations and customer experience leader with over 15 years of proven track record in technical support, analytics, and SaaS platform optimization. Skilled at fostering collaboration between technical and non-technical teams to enhance onboarding processes, implement scalable systems, and drive data-driven decision-making initiatives. Recognized for consistently delivering results and exceeding expectations in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Senior Manager, Help Desk Support & Analytics

Visionlink
03.2021 - 03.2025
  • Rebuilt the company’s support infrastructure, aligning operations with strategic goals and increasing team efficiency.
  • Created dashboards in Domo and Google Analytics to deliver executive-ready insights that influenced platform development.
  • Spearheaded client migrations and backend automation using SQL, streamlining deployment timelines.
  • Designed and scaled customer onboarding and training systems, reducing implementation time by 40%.

Functional Consultant

Seertech Solutions
05.2021 - 04.2022
  • Handled an average of 20–30 LMS-related support issues daily via phone and email, consistently meeting or exceeding internal response time and resolution benchmarks.
  • Partnered with clients to configure LMS workflows tailored to their goals, helping streamline onboarding and reduce manual effort across multiple implementations.
  • Prioritized and tracked dozens of enhancement requests, working closely with developers to translate user feedback into actionable system improvements.
  • Maintained detailed documentation across all support interactions, improving cross-team transparency and ensuring compliance with internal billing and audit standards.

Lead Sales Engineer / Customer Experience Manager / Sales Engineer

Visionlink
01.2012 - 05.2021
  • Managed client transitions from legacy tools and spreadsheets to custom platforms, improving data accuracy and access.
  • Oversaw a 3-person help desk, handled escalated cases, and produced weekly performance reports for executives.
  • Created front-end content using HTML and supported data exports in Excel, enabling insights for external stakeholders.
  • Conducted technical training and supported report automation with SQL to improve client self-service.

Education

MBA - Project Management

DeVry University – Keller Graduate School of Management
Austin, TX
10.2010

Bachelor of Science - Technical Management

DeVry University
Austin, TX
06.2009

Skills

  • Data analysis using SQL
  • Skilled in HTML and CSS
  • Domo visualization expertise
  • Excel data analysis skills
  • Experienced in data analysis using Google Analytics
  • Experience with LMS implementation
  • Cloud platform migrations
  • Strategic planning
  • Operations management
  • Cross-functional team coordination
  • Troubleshooting and problem resolution

Hobbies

I’ve been spending a lot of time building my own AI tools—things like image generators similar to Stable Diffusion and local language models using Ollama. I like tinkering with ideas, using ChatGPT to prototype random tools or solve odd problems. I also enjoy putting together databases for all kinds of offbeat data I collect, just to see what I can do with it.

Languages

English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)

Timeline

Functional Consultant

Seertech Solutions
05.2021 - 04.2022

Senior Manager, Help Desk Support & Analytics

Visionlink
03.2021 - 03.2025

Lead Sales Engineer / Customer Experience Manager / Sales Engineer

Visionlink
01.2012 - 05.2021

MBA - Project Management

DeVry University – Keller Graduate School of Management

Bachelor of Science - Technical Management

DeVry University

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RENE ALVAREZ