Roy Reyna

About

AI Security Specialist with 5+ years of expertise in safeguarding AI/ML systems against adversarial threats, designing secure architectures, and ensuring compliance with global data regulations. Proven track record in leading cross-functional teams to deploy robust AI security frameworks, reducing vulnerabilities by 40%+ in enterprise environments. Specialized in adversarial machine learning, anomaly detection, and ethical AI governance. Experienced Customer Support Specialist with over five years of progressive experience in technical troubleshooting, process improvement, and customer engagement. Proficient in IT Service Management frameworks, social media management, and various technical tools. Skilled in managing high-pressure environments, collaborating with cross-functional teams, and delivering exceptional user experiences. Certified in advanced customer support and community management with a proven track record of optimizing support operations and driving customer satisfaction.

Experience

• Chat Moderator · Zendesk11-01-2021

  Moderated online communities across diverse platforms, maintaining adherence to community guidelines and fostering inclusivity. • Responded to escalated user inquiries, ensuring resolution of issues with empathy and efficiency. • Analyzed engagement metrics to optimize content strategies and drive user participation. • Supported multilingual communities, leveraging Spanish fluency for diverse audience engagement. Implemented automated moderation scripts that decreased response time to community violations by 30%, enhancing overall user experience and maintaining platform integrity.

• Senior Customer Support Specialist · Hubspot08-01-2019

  Led Tier II support operations, resolving complex technical issues and achieving a 98% customer satisfaction rate. • Utilized ITSM tools and ticketing systems (e.g., Zendesk, Jira) to manage and streamline customer inquiries. • Designed and implemented troubleshooting guides and FAQs, reducing resolution times by 30%. • Collaborated with the development team to identify and address recurring system bugs. • Trained and mentored junior support staff, improving team efficiency by 20%. Orchestrated the rollout of a new CRM platform, enhancing customer interaction tracking and boosting team productivity by 25% through improved data management and automated workflows.

• Senior AI Security Specialist · Palo Alto Networks01-01-2021

  Lead security initiatives for AI-driven products used by 500+ enterprise clients, ensuring compliance with NIST and ISO 27001 standards. • Designed a proprietary adversarial attack detection system that reduced false positives by 35% and improved threat response time by 50%. • Mentored a team of 8 junior engineers in secure coding practices and threat modeling for AI deployments. • Collaborated with AWS and Google Cloud to integrate zero-trust AI architectures into hybrid cloud environments

Education

• University of Wisconsin - MilwaukeeBachelor of Arts in Communications, Communication
• University of California, Los AngelesBachelor of Science in Computer Science, Computer Science

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