My Story ˗ˏˋ ★ ˎˊ˗
I turn the complexity of technology into simple, effective solutions, connecting the world one line of code at a time.
Dec 2023 - Aug 2024
Technical Support Lead
Tier II | iWell
• I formed and led the L2 support team, improving communication with developers and achieving high CSAT scores.
• I implemented dashboards in Splunk for monitoring and early detection of critical issues.
I diagnosed complex problems through databases and log analysis tools (PuTTY, Splunk).
• I documented processes and developed knowledge articles to optimize efficiency.
• I was on call for critical tickets, coordinating actions with key teams.
• I collaborated in screenshares with clients to resolve issues in real time.
• I coordinated strategic planning for critical cases, ensuring a prompt response and resource optimization in high-priority situations.
• I implemented and reviewed incident escalation processes, significantly reducing response times and ensuring smooth communication between support levels.
• I developed and optimized weekly performance reports, providing key insights for continuous improvement in satisfaction and efficiency metrics.
• I trained the team in advanced log analysis and complex problem-solving, strengthening first-line support for critical cases and improving team autonomy.
Apr 2023 - Jun 2024
Technical Support Analyst Tier II | Mitratech
• I supervised the stability of TalentReef with dashboards in Splunk, anticipating critical issues.
• I verified APIs with Postman, ensuring data flow integrity with external platforms.
• I quickly resolved interface and document upload issues, enhancing the user experience.
• I escalated complex incidents with detailed reports, enabling swift solutions from the development team.
• I provided on-call support during emergencies, mitigating risks in real time alongside developers.
• I documented incidents and created support guides, strengthening the team’s reference framework.
• I implemented proactive monitoring in Splunk, allowing for anticipatory and stable responses.
• I trained the team in Splunk and Postman, increasing their autonomy in critical incidents.
• I optimized critical incident handling, improving resolution times and KPIs.
• I generated strategic reports for TalentReef, providing insights for continuous improvements.
Sept 2022 – Mar 2023
Application Support Analyst Tier II | Q2/Sutherland
• I provided support in digital banking, resolving critical issues in mobile and web applications.
• I executed advanced SQL queries, generating XML and JSON reports for detailed analysis.
• I documented and created knowledge articles, improving efficiency in resolving common issues.
• I managed critical incidents in rotating on-call shifts, collaborating with teams for a rapid response.
• I administered tickets in Salesforce, maintaining continuous communication with other departments.
• I analyzed data patterns in SQL, identifying issues and optimizing response in digital banking.
• I trained teams in XML and JSON reporting, increasing accuracy in incident resolution.
• I optimized the prioritization of critical tickets, reducing response times and improving CSAT.
• I collaborated on process improvements with key departments, enhancing support efficiency.
• I implemented proactive diagnostic strategies, ensuring an anticipatory response to complex issues.
Jun 2021 – Sep 2022
Technical Support
Tier I | Tech Mahindra
• Provided advanced support for Target’s POS systems, resolving hardware and Linux-related issues.
• Documented essential procedures and knowledge articles, significantly improving response times.
• Trained and mentored new specialists, leading effective training sessions for team development.
• Resolved critical incidents using ServiceNow and Splunk, enhancing service continuity.
• Diagnosed and minimized store downtime, improving overall operational efficiency.
• Collaborated with technical teams to address complex issues, optimizing support strategy.
• Conducted POS infrastructure audits, ensuring consistent performance and reliability.
• Implemented preventive maintenance protocols, reducing the frequency of critical incidents in stores.
• Developed quick-reference troubleshooting guides, enhancing team agility with recurring issues.
• Oversaw network and POS device configurations, ensuring stable and reliable connectivity.
Jul 2017 – Jun 2021
Project Developer | PurpleLion Electronica Mx
• Led software projects for public and private clients, including interactive platforms and robotics and AI bootcamps.
• Managed the entire development lifecycle, from hardware to software implementation.
• Coordinated system integration and led technical communications with clients.
• Optimized digital platforms, enhancing user experience.
• Directed marketing and sales campaigns to expand the reach of technology products.
• Oversaw robotics and AI courses, from design through to delivery.
Implemented agile methodologies to improve delivery timelines and quality.
• Developed post-implementation support, ensuring service continuity and stability.
• Managed project budgets, maximizing performance and cost control.
• Strengthened relationships with key clients by providing customized solutions.
My Tools ˗ˏˋ ★ ˎˊ˗
I blend creativity with technology, transforming ideas into digital realities that drive the future.
Programming:
• Java
• C++
• Python
• PHP
• HTML/CSS/JavaScript
Operating Systems:
• Linux
• Windows
• MacOS
Virtualization and Containers:
• VirtualBox
• VMware
• Docker
• Kubernetes
Databases:
• MySQL
• PostgreSQL
• SQL Server
Networking and Security:
• Cisco Packet Tracer
• Wireshark
• PuTTY
• VPN
• Firewalls
• Postman
• Hashcat
• Metasploit
• Nmap
• Fail2Ban
Hardware:
• Arduino
• Raspberry Pi
• Jetson Nano
Cloud:
• AWS
• Google Cloud
• Azure
Automation and Testing:
• Selenium
• JIRA
• Confluence
Version Control:
• Git
• GitHub
• Bitbucket
Software Development:
• TensorFlow
• PyTorch
• VS Code
• Eclipse
• Node.js
• Django
• Angular
• React
• Spring
CRM and ITSM:
• Salesforce
• ServiceNow
• Zoho CRM
• Zendesk
• HubSpot
ITIL:
• IT Service Management according to ITIL
Task Management:
• Trello
• Asana
• Planner
• Todoist
Data Analysis:
• Power BI
• Tableau
• Data Studio
• Advanced Excel
• SAS
My Soft Skills ˗ˏˋ ★ ˎˊ˗
I bring strategy and empathy to every interaction, crafting seamless solutions that connect people, elevate experiences, and inspire innovation.