Al Calderon
Client Support Operations Leader | Incident Management | SaaS Platforms | Building Scalable Global Support Teams
Innovation Highlights
The 'Microscope': Enhancing Incident Response & SLA Adherence
The 'Microscope' dashboard I built using Google App Script became the team's primary real-time performance management tool, demonstrating how lightweight automation and data integration can drive measurable operational improvements (10% SLA improvement, 13% faster incident response).
Automated Team Workload Analysis with Google App Script
I utilized Google App Script and Google Sheets to develop a management reporting tool that tracked the types of work (e.g., bug fixes, feature requests) being handled by individual team members. This enabled analysis of potential cherry-picking, identified skill gaps, and exposed an uneven distribution of work, revealing that some team members were handling 15% fewer bug fixes than others.
API-Driven CDN Benchmarking and Optimization
I built an API to automate the retrieval of CDN response time data from a third-party source. This data was then analyzed to benchmark our performance against the top 10 competitors, leading to the initiation of several projects focused on performance enhancement, including optimizing image compression and implementing caching improvements.
Improving Network Uptime Through Targeted Initiatives
I developed an API to automate the collection of server status information across our global network. Using queries along with data aggregation functions, I calculated the percentage of servers that were in a 'Down For Repair' state per region and per data center. This reporting identified specific data center locations that were impacting overall network performance, leading to a 15% reduction in overall server downtime. This led to the launch of projects specifically aimed at resolving issues in all data center locations that exceeded 20% of their servers in a 'Down For Repair' state.
Automated Job Search Pipeline Tracker Built with AI-Assisted Development
Used AI-assisted development to rapidly build a Google Apps Script automation integrating Gmail and Google Sheets, classifying recruiting emails, updating live dashboards, and generating daily summaries. This helped in reducing manual job search administration by 80%
Proactive AI Job Matcher Automated Job Search Pipeline
Designed and built an end to end AI driven job search system that replaces manual job hunting with an automated, data driven workflow. The platform continuously aggregates roles from multiple sources, evaluates fit against my experience using LLM based analysis, and prioritizes opportunities using structured scoring, resume targeting, and gap identification. Results are surfaced through a live dashboard and automated alerts, enabling real time decision making on where to apply instead of relying on static job boards or notifications.
News Intelligence Automation Script
Built an automated news intelligence pipeline using Google Apps Script and the NewsAPI to ingest and classify articles across targeted companies, perform keyword based sentiment analysis, categorize news by market trading session, and store structured results in Google Sheets for investment monitoring.