About

Where it started

I grew up in Puerto Rico, in a small town called Mayagüez, and went to the University of Puerto Rico at Mayagüez to study Math and Computer Science. Family brought me to the US Virgin Islands, where I worked for a subsidiary of AT&T, and from there I decided to take the leap, and moved to the US (North Carolina) and went straight into technical support at Parata Systems — a company that built pharmacy automation equipment for pharmacies and hospitals.

Debugging hardware-software integrations for hospitals & pharmacies was never glamorous work. But it taught me how to isolate problems, communicate under pressure, and earn trust with customers who had zero patience for hand-waving. I was good at it, and I really liked it!

Varonis

I joined Varonis — a data security company — as a Tier II Engineer in 2014. I stayed five years and got promoted four times: Engineer to Team Lead to Manager to Technical Manager.

That's where I learned to lead. That place taught me a lot about how to be patient, how to mentor and how to sit with engineers who were stuck, help them figure out what was actually blocking them, and clearing the path. I started building escalation workflows, pulling product trend data from support tickets, and bringing support's perspective into rooms where it hadn't been represented before. By the time I left, I was managing a team and had a pretty clear picture of what I wanted to do next.

OpsRamp, SAS, Virdee

From Varonis I went to OpsRamp as Head of Technical Support, where I built a global support team for their IT operations platform and set up a knowledge base that actually reduced case volume. Then a year at SAS managing enterprise accounts in their Managed Application Services group — big company, different pace, useful perspective.

Then Virdee, a hospitality tech startup. I built the entire Support & Delivery function in five months and took NPS from 20 to 62. Virdee was really the proof point for me: give me a blank slate and a problem, and I'll build the org to solve it.

Beeper & Automattic

I joined Beeper during the pandemic. Boy what a ride! Beeper is a unified messaging app (think one app for iMessage, WhatsApp, Telegram, Signal, Slack, and a bunch more). I built the support org, grew into Head of Customer Operations, and when Automattic acquired Beeper, I later moved into the General Manager role.

Now I run product, engineering, and operations. I work with our CEO Kishan on strategy, I manage a distributed team across multiple time zones, I measure product-market fit, and I built our internal operating cadence (what I call the "Operating System") to keep a remote-first org accountable and moving.

Outside work

I'm based in Knightdale, North Carolina, east of Raleigh. Married with two kids. I'm up by 6 AM most days.

I'm a tinkerer by nature. I solder. I 3D print. I model parts for things around the house that don't exist yet. I have one of those server rooms I always thought was for the extreme people that had too much free time, a Home Assistant setup running the house, solar panels on the roof, and a collection of Matter and Zigbee devices that I'm always adding to. If it can be built, configured, or automated, I'm probably already halfway through an endless project.

Side projects

Retrace is my indie macOS app. It records your screen continuously and lets you search back through everything using OCR. Basically, Time Machine for your screen. I build it solo. You should check it out: retracesteps.com

I'm also deep in the Apple ecosystem and macOS development more broadly. And the smart home stuff is its own ongoing project… getting Matter, Home Assistant, Zigbee sensors, energy monitoring, and solar tracking to all work together reliably is a real headache that I seem to keep wanting to go back to.