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Work Background
Technical Consulting Engineer
CTS TecnologiaTechnical Consulting Engineer
May. 2022Cali, Valle del Cauca, ColombiaCollaborated with specialized and design production plans on Linux, windows, Mac OsX systems. Conducted Meetings with clients to discuss their technical and engineering needs. Published documentation relating to development of solutions for different customers and troubleshooting engineering and technical issues.
Services Area Coordinator
TODO1 Services Inc.Services Area Coordinator
Mar. 2021 - Mar. 2022Medellín, Antioquia, ColombiaProvided regular status reports to management on application issues and other support metrics. Coordinated escalation and resolution of major production issues. Responsible for reproducing, debugging, designing, methodically and quickly delivering software solutions according to SLAs agreed with client. Supervised Production Support Specialists and monitor individual performance. Delegated tasks to other team members as needed.
Production Support Manager
LendingFrontProduction Support Manager
Aug. 2020 - Oct. 2020ColombiaAs a Production Support Manager, I am responsible for training and managing the Production Support Team, working closely with other teams to ensure LendingFront is meeting the client’s needs. Top priority is to ensure that all clients are educated on the product and satisfied with the responses from the support team. Monitored the overall health of the systems for all clients. Provide regular status reports to management on application issues and other support metrics. Defined and improve production support processes and procedures.
Professional Services Engineer
JalasoftProfessional Services Engineer
Sep. 2019 - Jun. 2020Medellín, Antioquia Department, ColombiaAssumed ownership of project workflows, ensuring that the team understands the process and the quality of the product. Communicated the impact of the changes in the plans and the business with the client, the scope, and the schedule to avoid false expectations. Evaluated and validated requirements, identify risks, and evaluate alternatives for the client´s project. Conducted meetings (Scrum, Retrospective, Planning, daily etc). Provided feedback and guidance to the team on the software development process involved and required by the product.
Team Lead Customer Support Engineer
Cafeto SoftwareTeam Lead Customer Support Engineer
Sep. 2016 - Jul. 2019Cali, Valle del Cauca and Houston, TexasResponsible for debugging and resolving software defects and errors reported by the client to ensure the proper functioning of products based on the Revenue Management System (O&D, RTDP, GSO), throughout the incident response, management, and resolution by expert assistance for technical needs, according to the SLAs agreed with the client. Identified trends in client requests and helped management get ahead of ongoing problems. Assisted with creating product support documents, and training materials.
Level 1 SAP BASIS Service Desk Analyst
Compunet S.A.Level 1 SAP BASIS Service Desk Analyst
Nov. 2013 - May. 2016Cali, ColombiaIn charge of the management and bilingual support 24/7 according to the defined processes and scope, the incidents, requirements, problems and commercial requests reported by the clients of the SAP support services (operational, functional, VAR among others) in their different systems, received through different means (Solution Manager, telephone, mail, chat, etc.), ensuring compliance with the ANS agreed with the client.
Level 1 IT Service Desk Analyst
Compunet S.A.Level 1 IT Service Desk Analyst
Jan. 2013 - Oct. 2013Cali, ColombiaIn charge of specialized bilingual first level support to the different requirements and incidents reported by internal and external clients in everything related to IT infrastructure.
IT Infrastructure Analyst
Carvajal Tecnología y ServiciosIT Infrastructure Analyst
Jan. 2011 - Jan. 2013Cali, ColombiaResponsible for remote and expert specialized attention and support to different requirements and incidents reported by internal and external customers in everything related to printing equipment, laptops, desktops, OS, corporate applications, email, internet, etc.
Universidad Santiago de CaliProfessor
Jan. 2008 - Mar. 2011Cali, ColombiaProfessor of the subjects: Logic Circuits Logic Circuits Laboratory Microprocessors1 Microprocessors 2 In the Professional technical program of Electromedicine at USC.
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