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Work Background
Contraloría General de la República de ColombiaAnalista de Datos Junior
May. 2023 - Dec. 2023ColombiaStrengthened financial transparency and accountability by auditing IT projects through advanced data analysis.
Improved audit productivity by automating data collection and reporting processes with Python-based solutions.
Enabled proactive decision-making in public financial management through predictive and risk-focused analytics.
Accelerated audit cycles by standardizing reporting frameworks, achieving a 30% reduction in analysis time.
Enhanced financial compliance oversight by delivering clear, actionable insights via Power BI dashboards.
Supported fraud prevention initiatives by identifying anomalies and high-risk patterns in complex datasets.
Contributed to risk mitigation strategies by supporting machine learning initiatives for financial risk forecasting.
Contraloría de Bogotá, D.C.Analista de datos Junior
Aug. 2022 - Dec. 2025Colombia, BogotáEnabled informed decision-making for future IT projects by delivering analytical insights through Power BI dashboards built with SQL and Python.
Improved operational visibility and asset utilization by maintaining accurate inventories of network hardware and communications infrastructure.
Enhanced network reliability and planning by supporting up-to-date LAN/WAN visualizations, including VLAN structures and connectivity maps.
Reduced operational and compliance risks by improving control mechanisms for system updates and software license management.
OverIT - Field Service ManagementSoporte Global al Cliente (Remoto)
Jul. 2022 - Jul. 2023Italy, RomeProvided Tier 1 multilingual technical support (Spanish/English) across phone, email, and chat channels.
Troubleshot software, hardware, and network connectivity issues, escalating unresolved cases to Tier 2/3 teams.
Logged, tracked, and resolved incidents using ServiceNow, maintaining detailed documentation and compliance with ITIL processes.
Updated and maintained internal knowledge articles and FAQs to improve first-contact resolution rates.
Participated in rotating shifts to ensure 24x7 operational coverage, meeting defined SLAs and CSAT metrics.
Prosperidad SocialAnalista de Negocios Junior
Oct. 2019 - Dec. 2022Colombia, BogotáImproved operational efficiency by optimizing business processes through data analysis and workflow automation initiatives.
Aligned enterprise architecture initiatives with business strategy using TOGAF, enabling scalable and integrated IT solutions.
Produced data-driven insights through Power BI dashboards, supporting executive decision-making and policy formulation.
Acted as a liaison between business and technology teams, ensuring strategic objectives were supported by data and IT solutions.
Led knowledge-sharing sessions on data analytics, strengthening organizational adoption of data-driven practices.
Avis Budget GroupEspecialista en Atención al Cliente
Apr. 2018 - Oct. 2018Hungary, BudapestProvided customer support for rental services, resolving inquiries, complaints, and operational issues across multiple channels.
Handled high-volume inbound and outbound calls while maintaining service level agreements (SLAs) and quality standards.
Accurately processed reservations, cancellations, and billing adjustments using internal systems and CRM tools.
Achieved customer satisfaction KPIs by applying structured problem-solving and customer service best practices.
Tata Consultancy ServicesAnalista de Soporte de Mesa de Ayuda
Apr. 2017 - Nov. 2017Hungary, BudapestProvided Tier 1–2 end-user PC support for the EMEA region, troubleshooting software and hardware issues in enterprise environments.
Utilized Remedy and Active Directory to manage incidents, access control, and user requests across phone, email, and web channels.
Diagnosed and resolved technical issues using structured troubleshooting methodologies and remote support tools.
Delivered advanced remote desktop support while maintaining accurate and detailed documentation in the Helpdesk ticketing system.
Supported users on enterprise applications, ensuring system stability, optimal performance, and high user adoption.
Alcaldia Municipal de Guadalajara de BugaIngeniero de servicio técnico
Jan. 2014 - Mar. 2017Colombia, Guadalajara de BugaConfigured and supported hardware peripherals including desktops, laptops, printers, and A/V equipment, ensuring compatibility with Windows-based environments.
Provided end-user support to approximately 1,000 users, accommodating diverse technical skill levels and ensuring consistent service delivery.
Troubleshot issues across enterprise applications and cloud-based data management platforms (Microsoft Office, OneDrive, Google Drive, Dropbox) and multiple file formats (.txt, .pdf).
Delivered technical training on software tools, workstation operation, terminal functions, and printer systems, improving user autonomy and system reliability.
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