$ whoami

Byron Taroc

Systems-Focused Technical Support Engineer

I debug systems by reading what actually happened, not what the UI says happened. APIs and logs over dashboards. When visibility is missing, I build it. I work across support, engineering, and infrastructure.

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>projects >skills >contact

Track Record

10+

Years Experience

// SaaS & Enterprise

40%

AI Deflection

// Ticket automation

30%

Faster Response

// Process optimization

96%

CSAT Score

// Customer satisfaction

130

Team Size

// Global support team

$ cat ./case-studies.md

Case Studies

Zendesk Acceptance Rate Reconstruction

APIData ReconstructionInvestigation

PROBLEM

Chat-to-Messaging migration removed the acceptance_rate metric. No API or report exposed this data.

APPROACH

Pulled raw audit logs via Audits API. Parsed nested JSON to extract conversation_accepted and conversation_missed ticket events. Correlated event timestamps with agent assignment records. Rebuilt metric from first-principles event data.

TOOLS

Zendesk Audits APIGoogle Apps ScriptJavaScriptJSON

OUTCOME

Restored agent visibility. 130+ agents tracked daily.

Internal AI Agent Assist Bot

AIAPISlack

PROBLEM

Agents relied on SMEs for answers. Created interruptions and slowed response times.

APPROACH

Ingested agent query payloads via Slack webhook. Passed message content to OpenAI API with system context. Returned generated response to channel. Routed low-confidence replies to SME queue.

TOOLS

Slack WebhooksOpenAI API

OUTCOME

Reduced SME interruptions by 60%.

Real-Time SLA Alerting System

WebhooksAutomationSlack

PROBLEM

SLA breaches only visible in retrospective reports. Too late to act.

APPROACH

Consumed ticket.updated webhook payloads. Extracted SLA breach threshold, ticket priority, and assignee fields. Posted formatted alert to Slack when time_to_breach < 15 min.

TOOLS

Zendesk WebhooksSlack APIJSON routing

OUTCOME

Reduced SLA breaches by 30%.

Email Deliverability & Security Audit

EmailSecurityDNSDebugging

PROBLEM

Customer emails landing in spam. Evidence of domain spoofing.

APPROACH

Pulled DNS TXT records for SPF/DKIM/DMARC validation. Queried Mailgun API for bounce logs, complaint signals, and auth failure records. Cross-referenced DMARC aggregate reports to identify spoofing sources.

TOOLS

SPF/DKIM/DMARCMailgun APIDNS

OUTCOME

Reduced spam placement by 45%. Blocked 12 spoofing IPs.

DSAT Recovery Automation

WebhooksAutomationSlack

PROBLEM

Negative CSAT responses had no automated routing.

APPROACH

Captured satisfaction_rating webhook payloads on negative sentiment signals. Extracted ticket_id, agent_id, and customer comment. Logged to Sheets and posted Slack alert with ticket context.

TOOLS

Zendesk Satisfaction APIApps ScriptSlack

OUTCOME

100% DSAT coverage. 85% same-day recovery.

Zendesk Chat to Messaging Migration

APIMigrationDebugging

PROBLEM

Legacy Chat lacked persistent history and modern routing.

APPROACH

Audited existing trigger configurations and routing rule data. Mapped to Messaging API event schemas. Validated webhook payload structures per team before cutover.

TOOLS

Messaging APISunshine ConversationsRouting

OUTCOME

Migrated 130 agents. Zero downtime.

$ cat skills.txt

Skills

skills.config

debugging:

API debuggingLog analysisRoot cause analysisNew RelicMailgun

platforms:

ZendeskForethoughtSlackGoogle Workspace

email:

SPFDKIMDMARCDNSDeliverability

development:

JavaScriptPythonBashGoogle Apps Script

automation:

WebhooksAPI integrationsWorkflow automationAI workflows

$ cat about.md

Approach

Reading what actually happened. Logs, API responses, event history—not UI state. The interface shows results. The data shows process.

Debugging with APIs and logs. Query audit endpoints. Parse event payloads. Trace system calls. Dashboards show symptoms. Logs show causes.

Reconstructing from raw data. Deprecated metrics, missing reports, broken workflows. I reverse-engineer intended behavior from actual behavior. JSON events, timestamps, state transitions.

Building tools when visibility is missing. Webhook listeners. Log parsers. Slack bots. If the platform does not expose it, I build it.

Working across disciplines. Stack traces, SQL, DNS, customer communication—same escalation. I operate where support, engineering, and infrastructure intersect.

$ cat contact.txt

Contact

Open to technical support, API integration, or automation roles.

byrontaroc@gmail.com

Download Resume

PDF format

github.com/byrontaroc|linkedin.com/in/byrontaroc