Customer support · Technical investigations

Customer support & technical troubleshooting.

I'm a bilingual support professional with experience at Builderall and Amazon Mexico. I help users work through technical problems, document what I find and give developers the context they need when a case needs escalation.

Durango, Mexico English & Spanish

Professional support experience

Helping the customer.
Making the next step clear.

At Builderall (2019–2026), I worked directly with customers through live chat, tickets and video calls. I helped with account setup, websites, email campaigns, payments and integrations, resolving configuration issues and escalating infrastructure problems when they needed a developer.

As a supervisor, I led a 25-person international support team while continuing to handle difficult cases. My quality work involved reviewing tickets and chats, coaching agents and improving support processes. This is support QA, separate from my personal game-testing projects below.

Before Builderall, I supported Amazon Mexico customers. I also ran a PC hardware store on MercadoLibre, handling listings, customer questions, orders and post-sale service.

View my full experience in the CV ↗
01

Work through the setup

I investigated connection and authentication failures, missing API keys and incomplete configuration data in integrations involving ActiveCampaign and Shopify.

02

Prepare useful escalations

I coordinated with developers through Trello, recording customer impact and reproduction details, then helping validate fixes.

03

Keep answers consistent

I created tutorials, internal documentation, macros and knowledge base content, alongside ticket and chat quality reviews.

04

Stay involved in difficult cases

I handled dissatisfied customers and complex escalations directly, using structured troubleshooting, empathy and follow-up.

Everyday supportTools and communication
Zendesk · IntercomTickets and customer conversations
Trello · Slack · LoomCoordination and documentation
English & SpanishFluent English · Native Spanish

Personal technical projects

How I investigate
outside support work.

These are independent projects, separate from my employment. They show how I compare configurations, reproduce visual problems and check technical data before drawing a conclusion.

I use AI-assisted workflows to help build and adapt tools. My hands-on contribution includes defining the problem, running the tests, inspecting results and checking changes in the game.

Personal projects
01 / Visual troubleshooting

The Sims 2 Exploring path tracing in spaces I could build myself.

I wanted to explore path tracing in The Sims 2 and compare it with rasterized rendering. Working with RTX Remix gave me a practical way to investigate how lighting, shadows, reflections and materials change.

My work includes reproducing distorted characters, missing textures and incorrectly rendered glass, comparing the results and testing possible fixes. I use AI-assisted workflows to help adapt tools, then inspect the changes in-game and check for new problems.

The captures show the same scene with path tracing enabled and disabled in RTX Remix. They demonstrate a rendering difference, not that every visual issue is resolved. The project remains in development, with compatibility and lighting issues still under investigation.

The Sims 2 · Rasterization vs. path tracingA / B
The Sims 2 sofa scene with path tracing enabled in RTX Remix.
The same sofa scene with ray tracing disabled in RTX Remix.
Rasterized Path traced

Drag the image divider, or focus the image and use the arrow keys.

Both captures use the same crop to focus on the scene. Rasterized original · Path-traced original.

02 / Visual regressionPersonal investigation

The Witcher 3 Making a visual difference reproducible.

I first noticed worse-looking hair and more shimmering indoors in patch 5.00c, compared with 5.00b. I wanted to reproduce the difference under closely matched conditions.

With AI assistance, I worked on the capture mod's .ws scripts for player and Photo Mode controls, including ComparisonPlayerHook.ws and ComparisonPhotomode.ws. I tested the controls in-game to hold Geralt still and save and restore the camera setup across instances, preparing his position and pose separately in each.

Build and shader comparisons helped me narrow down changes in hair rendering. In my initial 5.00b/5.00c investigation, I tested a hybrid configuration using the earlier rendering components. It recovered the earlier appearance in the scenes I checked.

The images here show a later comparison of 5.00b with 5.01, where I still observed the issue. They provide a closely matched view of the difference; still images do not demonstrate temporal shimmering, and these checks are not a game-wide validation of the hybrid configuration.

HairWorks · build comparisonA / B
Geralt indoors with HairWorks in patch 5.01.
Geralt in the matching indoor view with HairWorks in patch 5.00b.
5.00b 5.01

Drag the image divider, or focus the image and use the arrow keys.

Original in-game captures. 5.00b full resolution · 5.01 full resolution.

03 / Controlled measurementsPersonal project · Early Access

Silicon Tuner Checking what a configuration actually changes.

I wanted to compare lower-power GPU settings against stock behavior. I worked on Silicon Tuner and tested it on my RTX 5090 and RTX 5070, using recorded measurements to check performance, power draw and temperature.

Silicon Tuner is now in Early Access. I answer user questions and investigate the issues they report, bringing the same focus on troubleshooting and clear communication that I used in support work.

For the RTX 5070 results shown here, I ran Cyberpunk 2077's built-in benchmark with the same game settings across three profiles. The balanced profile averaged 160.3 W at 50 FPS, compared with 230.7 W at 49 FPS for stock.

Those measurements show a power/performance trade-off in this setup. The table does not include run-to-run variation, and a one-FPS difference is not evidence of a performance improvement. The tool is still being developed in Early Access; these results do not establish stability across other games or hardware.

Watch the recorded benchmark comparison · 1:07 ↗
Cyberpunk 2077 · RTX 5070Recorded averages
−30.5%GPU power · Balanced vs. stock
−9.8°CRecorded GPU temperature
Recorded measurements from my RTX 5070 tests in Cyberpunk 2077.
ProfileGPU powerGPU temp.Avg. FPS
Stock230.7 W79.4 °C49
Balanced160.3 W69.6 °C50
Efficiency131.3 W65.4 °C46

Recorded averages from my RTX 5070 tests using Cyberpunk 2077's built-in benchmark with the same game settings for each profile. These results illustrate the power/performance trade-off.

04 / Frame-time investigationPersonal tool in development

GameStutterLab Separating an observation from a possible cause.

I started GameStutterLab after encountering stutters while playing. I wanted a more useful first pass through frame times and available hardware activity, so I could identify an event worth investigating and decide what to test next.

I captured a quicksave hitch in Cyberpunk 2077 and inspected the frames around it. The recorded peak was 98.79 ms against a local median of 16.57 ms, with nearby disk activity. The chart and downloadable CSV show the measured frame-time event.

The useful result is a captured hitch with timing evidence, not a confirmed diagnosis. Disk activity near the event is a lead to investigate, not proof that storage caused it. The tool is still in development, and its suggestions need validation against real gameplay.

Cyberpunk 2077 · Quicksave hitchRecorded capture
PresentMon capture · 355 frames around the quicksave hitch
Frame time 16.67 ms reference
Frame921 · capture frame
Frame time98.79 ms
ObservationQuicksave hitch · 5.96× local baseline

A quicksave coincided with a 98.79 ms frame, about 6× the local baseline of 16.57 ms, and nearby disk activity. The exact cause remains unconfirmed. Download capture CSV.

Available for remote collaboration

I'd love to work with you.

I'd like to bring my customer support background and hands-on troubleshooting to your team. I'm comfortable working through a problem with a user, documenting what I can confirm and preparing a clear handoff when it needs deeper investigation.

My CV covers my professional experience; the projects above show how I approach technical questions in my own work.

cedtoro@gmail.com
Carlos DíazDurango, Mexico · English / Spanish View CV PDF