Ivan Guzman
About Ivan Guzman
Ivan Guzman is a Client Support Operations Technical Writer with experience in customer engagement and technical support. He has worked in various roles across multiple companies, including Blend, Apple, and ITech, and possesses a background in computer science and networking.
Current Role at Blend
Ivan Guzman currently serves as a Client Support Operations Technical Writer at Blend, a position he has held since 2022. In this role, he moderates and answers customer questions on the Community platform, enhancing customer engagement and facilitating knowledge sharing. His responsibilities also include acting as a Zendesk Support administrator, where he manages tools such as Explore, Guide, and Gather. Guzman implements integrations with Salesforce, Jira, and Forethought to streamline support operations.
Previous Experience at Blend
Before his current role, Ivan Guzman worked at Blend as an Application Support Specialist from 2020 to 2022. During his two years in this position, he contributed to the support team by addressing customer inquiries and providing technical assistance. His experience at Blend has equipped him with a deep understanding of the company's products and customer needs.
Professional Background
Ivan Guzman has a diverse professional background in technical support and operations. He worked as a Computer and Network Technician at ITech from 2011 to 2012 and later as a Technical Support Specialist at CrossLink Professional Tax Solutions for three months in 2019. He also served as a Technical Specialist/AppleCare Mac+ Advisor at Apple from 2019 to 2020. Additionally, he held the position of Production Supervisor at RFI Ingredients from 2012 to 2015.
Education and Technical Skills
Ivan Guzman studied at Cisco Networking Academy, where he achieved a Computer Science qualification. He also attended San Joaquin Delta College, earning an Associate of Science in Computer Networking. Guzman has a basic understanding of web development languages, including HTML, CSS, and JavaScript. He is experienced in using various tools and systems, such as Salesforce, Slack, Confluence, G-Suite, Splunk, Postman, Insided, and TextExpander.
Project Management and Recruitment Involvement
In his current role, Ivan Guzman manages a Jira Project focused on Agile content management, where he runs biweekly sprints using a point system based on the Fibonacci scale. He also participates in the interview panel to recruit new talent for the support team, contributing to the growth and development of the organization.