Augusto Santa Cruz

Leading and mentoring a team of support engineers focused on AI/ML and Cloud Support, overseeing the troubleshooting and resolution of complex technical issues, and collaborating with cross-functional teams to identify and implement product improvements.

Developing and refining a suite of internal tools using Retool, which significantly improved the team's ability to respond to customer inquiries and technical challenges.

Driving the development and optimization of internal tools and processes, and playing a pivotal role in strategic planning and the execution of technology roadmaps.

Addressing complex technical challenges and innovating solutions to elevate efficiency and customer satisfaction across a diverse tech stack including Zendesk, HubSpot, Citrix XenCenter, Windows Server, Linux, Jira, Confluence, and Sift.

Developed Paperspace 360°, a Retool-based administrative application achieving a 99% reliability rate that significantly improved operational workflows and departmental productivity.

Managing projects via Jira and Confluence while leveraging Sift for fraud detection and prevention to secure systems and protect client interests.

Formulated and directed modernization programs for the Municipalidad de Mar Chiquita, planning, organizing, and coordinating IT projects across city hall operations.

Previously served as IT Administrator (Jan 2016 – Nov 2019), responsible for network troubleshooting, monitoring, deployments, and overall modernization of city hall IT infrastructure.

Spearheaded key projects including SuiteRAFAM deployment, new payment gateway implementations, on-demand reporting, and Oracle SQL support.

Served as Team Lead Backup (Jul 2011 – Jul 2012), acting as supervisor for GM's Dealer Business Center Service and New Vehicle Damage departments.

Worked as CSR Expert (Sep 2009 – Jul 2011), providing technical assistance for GM's web applications and supporting warranty claims resolution.

PS360 is a Retool-based low-code admin application featuring five modules — Team, User Profile, CORE Virtual Machines, Gradient, and Approvals — enabling support staff to access all relevant data and take action from anywhere.

Designed with security and privacy as a priority; no external entities manage the data. Quick to set up with no training required, intuitive layout for minimal navigation overhead.

Supports customizable user access levels ranging from individual contributors to full admins, with easy edits requiring no coding knowledge.

Prepared the virtualized server and network environment for the SuiteRAFAM financial management system, in collaboration with the Municipal Financial and Systems Direction of Buenos Aires Province.

Deployed and configured virtual servers to achieve maximum performance, stability, and security for the city hall's financial operations.