DANIEL PONS CASSI
Senior Manager, Tier3 Engineering
Rubí
Summary
Results-driven Support Manager with extensive experience in Tier 3 technical support, team leadership, and process optimization. Adept at reducing resolution times, improving workflows, and driving customer satisfaction. A highly empathetic leader who understands team dynamics, fosters collaboration, and ensures customer success. Proven ability to manage cross-functional teams, implement ITIL best practices, and optimize ticket management processes using ZenDesk, Jira, and automation tools. Passionate about continuous improvement and fostering proactive support teams.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Senior Manager, Tier 3 Engineering
UserTesting
Barcelona
02.2021 - Current
- Company Overview: formerly UserZoom
- Led a team of Tier 3 engineers, improving ticket resolution efficiency and reducing backlog by 30%
- Implemented automation in ZenDesk to trigger alerts for long-standing tickets, reducing escalations
- Developed a knowledge-sharing strategy to enhance self-service solutions, decreasing ticket volume
- Formerly UserZoom
Mentor, Double Degree in IT & Business Administration
UOC
Barcelona
05.2018 - Current
- Company Overview: Universitat Oberta de Catalunya
- Provides academic and professional guidance to students in Computer Engineering and in Business Administration and Management
- Universitat Oberta de Catalunya
Tier 3 Product Support Manager
UserTesting
Barcelona
02.2020 - 01.2021
- Company Overview: formerly UserZoom
- Managed critical incident escalations, ensuring SLA compliance and faster resolution times
- Improved collaboration between Tier 2 and Tier 3, optimizing ticket handoff and follow-up processes
- Initiated performance tracking metrics to enhance visibility on team efficiency
- Formerly UserZoom
Senior Product Support Engineer
UserTesting
Barcelona
07.2016 - 01.2020
- Company Overview: formerly UserZoom
- Specialized in diagnosing complex technical issues and collaborating with engineering for bug fixes
- Created detailed documentation to streamline troubleshooting processes
- Mentored new team members, reducing onboarding time by 25%
- Formerly UserZoom
Teacher, Application Development
Teknós
Vic
09.2015 - 08.2017
- Company Overview: University of Vic
- Taught programming principles, software development methodologies, and debugging techniques
- Designed engaging coursework focused on real-world application scenarios
- University of Vic
Support & Training Specialist
Roche Diagnostics S.L.
Sant Cugat Del Vallès
08.2013 - 07.2016
- Delivered technical training and support to end users, enhancing product adoption
- Developed troubleshooting guidelines, reducing downtime for critical applications
2nd Level IT Support
Roche Diagnostics S.L.
Sant Cugat Del Vallès
03.2010 - 07.2013
- Handled escalated technical issues, reducing average resolution time by 40%
- Created internal knowledge base documentation to improve team efficiency
Education
Master of Science - Master in Secondary Education Teaching (Technology)
02.2015 - 02.2016
Bachelor of Science - Computer Engineering
09.2005 - 05.2014
High-Level Course in Computer Application Development -
09.1996 - 06.1998
Skills
ZenDesk
Jira
Confluence
ITIL
SLA Management
Incident Management
Problem Management
Teamwork and collaboration
Team leadership
Cross-functional team coordination
Effective communication
Work Planning and Prioritization
Positive attitude
Customer relationship management
Certification
ITIL Foundation Certificate in IT Service Management, PeopleCert, 2024
Languages
Catalan
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Senior Manager, Tier 3 Engineering - UserTesting
02.2021 - Current
Tier 3 Product Support Manager - UserTesting
02.2020 - 01.2021
Mentor, Double Degree in IT & Business Administration - UOC
05.2018 - Current
Senior Product Support Engineer - UserTesting
07.2016 - 01.2020
Teacher, Application Development - Teknós
09.2015 - 08.2017
International University of La Rioja (UNIR) - Master of Science, Master in Secondary Education Teaching (Technology)
02.2015 - 02.2016
Support & Training Specialist - Roche Diagnostics S.L.
08.2013 - 07.2016
2nd Level IT Support - Roche Diagnostics S.L.
03.2010 - 07.2013
Open University of Catalonia - Bachelor of Science, Computer Engineering
09.2005 - 05.2014
IES Terrassa - High-Level Course in Computer Application Development ,
09.1996 - 06.1998