Hello, I'm
Augusto
IT Professional
Support Expert
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About Me
Experience
12+ Years Working
Projects
80+ Completed
Clients
200+ Worldwide
I’m Augusto Santa Cruz, Team Lead in AI/ML Support and Tech enthusiast. I work at the crossroads of technology, leadership, and innovation—helping teams deliver world-class support while building better tools, processes, and experiences. Born in Argentina, based in Germany, and connected globally, I write about tech, growth, and the human side of work.
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MY SKILLS
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MY TIMELINE
2019 - PRESENT
SUPPORT TEAM LEAD - DigitalOcean
Currently leading the AI/ML Support team, where I combine technical expertise with people management. I mentor engineers, design training paths, and drive cross-functional collaboration between Support, Product, and Engineering. I spearhead the creation of internal Retool applications and automation suites, dramatically improving case resolution time and customer satisfaction. My leadership focuses on empowering the team, streamlining operations, and ensuring scalability for enterprise clients.
2018 - 2020
MODERNIZATION DIRECTOR - Mar Chiquita's City Hall
Led digital transformation projects for a municipality of 30,000+ residents. Introduced online tax systems (tasas.marchiquita.gob.ar) that streamlined payments for citizens, and integrated provincial systems (Suite RAFAM) for transparent financial management. This position demanded strategic planning, inter-departmental leadership, and community engagement, ensuring technology was not just functional but accessible.
2015 - 2018
BRAND AMBASSADOR - THE V.I.E.W.
Promoted an immersive education startup across Latin America, organizing remote events and building awareness campaigns through social media. Strengthened interpersonal and presentation skills by engaging with students, educators, and stakeholders. This role deepened my ability to translate technical concepts into engaging narratives for diverse audiences.
2013 - 2015
ADMINISTRATIVE SPECIALIST - Cover4Less
Delivered administrative support for a facilities services company. My work included simplified accounting, report generation, and insurance authorization processes. This was one of my first fully remote roles, shaping my discipline and ability to manage projects across borders.
2011 - 2012
CUSTOMER SUPPORT TEAM LEAD BACKUP - IBM
Led the backup operations team for General Motors’ Dealer Business Center. Coordinated technicians, handled escalations, and ensured compliance with SLA requirements. Developed early leadership experience by managing shifts and mentoring junior agents.
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MY PORTFOLIO
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Client & Colleague Testimonials
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