• Bilingual (English/Spanish) IT professional with more than 10 years of experience working for Public and Private institutions.
• Former head of an entire IT department in the most important public university in Peru (UNMSM), working with many Physics researchers giving top-notch IT Support and Training.
• Around 4 years working with international companies in Costa Rica, supporting processes in multiple fields like banking and collections, as well as IT Support and Software Development, giving me a broad hands-on experience in other business areas and topics that complements my IT expertise.
• Recognized as a key asset, working as a Team Leader for one of the Process Reengineering groups in UNMSM, the only Spanish
• speaker KCS Coach for whole Americas automation team, a consistent Top Performer in L2 Automation Support Team, as well as assistant IT Interviewer and IT Trainer.
• Able to empower teams applying a scientific approach to problem investigation and resolution.

Operating Systems: Windows Server, Linux (Ubuntu, OpenSUSE, CentOS, ClearOS).
Databases: Oracle, MS SQL Server, MySQL.
Cloud: Azure, Google Cloud Platform.
Programming languages: Python (basic), JAVA (basic), C# (intermediate).

Tools: CMD, PowerShell (Windows), Terminal (Linux). Knowledge of shell scripting.
API REST: Postman (JSON).
IT Project tools: Jira, Confluence.
RPA: Automation Anywhere A360 Technical Support Technician, Automation Anywhere Certified Master RPA Professional Prep.
ML: Machine Learning fundamentals by Coursera.

L2 Senior Technical Support Engineer

Automation Anywhere (via Movate) | September 2022 – August 2024 | Costa Rica
Senior Engineer for Automation Anywhere via outsourcing Movate, responsible for:

• Troubleshooting (fix/break) RPA SaaS tools issues for On-Premise and Cloud deployments.
• Testing various areas to identify root causes: Network/Internet (HTTP/HTTPS, SSH, RDP, UDP, DNS, DHCP, LDAP, XML, HTML), customer environment (Windows Server OS), product issues (corrupted installations, defects), third-party database installations, access/permission levels, and external cloud services availability.
• Reviewing internal logs and OS logs (Event Viewer for Windows, journal and var/logs for Linux).
• Using prompt commands (CMD or PowerShell for Windows, Terminal for Linux) and external tools (Wireshark, Postman, Procmon, thread/memory dumps) for in-depth research.
• Participating in meetings (Teams, Zoom, Google Meet, WebEx) for faster issue resolution.
• Using remote access tools (Remote Desktop Connection, AnyDesk, TeamViewer) to expedite problem resolution or guide customers.
• Error replication and testing in local and cloud labs using Windows and Linux in Rackspace.
• Developing RPA solutions when needed to test and resolve specific issues.
• Reviewing internal Knowledgebase and Confluence pages for information.
• Reporting product defects/enhancements by raising Jira tickets to the L4 Development Team.
• Managing tickets across time zones (handover) and coordinating with English-speaking L2, L3, and L4 engineers in India, USA, Australia, etc.
• Overseeing the customer service lifecycle, following up with customers via RingCentral and Salesforce, and ensuring smooth ticket closure in collaboration with Customer Success Managers (CSM), Technical Account Managers (TAM), and Escalation Leads (EL).

Achievements:

• KCS Coach, approving/rejecting KB articles for the assigned team.
• IT Interviewer for applicants.
• IT Trainer for new hires.

Operations Support Agent

Bill Gosling Outsourcing | February 2020 – September 2022 | Costa Rica
Provided outsourced services for a financial company in the USA. Responsibilities included:

• Analyzing accounts to grant/deny extensions for car loans in delinquency.
• Assisting team leaders in building production indicators using Excel.
• Using Visual Basic for Applications (VBA) to develop tools simplifying daily tasks.

Software Developer

Grupo Microsistemas | July – October 2019 | Costa Rica
Descriptions: Software Developer of retail applications using cross-platform and legacy technologies (C#, Xamarin, VB 6) under the SCRUM methodology.

Responsibilities included:

• Gathering functional and non-functional requirements for software development or maintenance.
• Maintaining software by writing new code (C#, VB 6) or creating reports using Crystal Reports.
• Performing database maintenance (MSSQL Server) with CRUD operations.

IT Independent Advisor

Freelance | May 2017 – June 2019 | Costa Rica and Peru
Descriptions: Performed independent work such as SW/HW technical support, network management, information security, and training on technological tools.

E-Learning Platform Manager

Viofutura E.I.R.L. | February – April 2017 | Peru
Descriptions: Responsible for deploying, executing, and managing the e-learning platform ACADIS.

Responsibilities included:

• Installing and managing the ACADIS platform on a remote bare-metal server (VPS).
• Training ACADIS employees on technological tools for education.

Head of IT & Statistics Office

San Marcos National University | September 2011 – November 2016 | Peru
Descriptions: Manager of the IT Office of the Physics Department, overseeing IT support and statistics generation. Responsibilities included:

• Planning annual IT and statistics-related activities.
• Providing technical support, system administration, and enterprise information security using the OTRS ticketing system (software licensing, installation, maintenance for Windows, Office, Oracle databases).
• Conducting business/data analysis and generating statistical reports for faculty management every four months.
• Managing KPIs for the entire faculty.

Achievements:

• Team Leader for a Process Reengineering group as required by the government.
• Trainer for e-learning and research tools for professors.

Headquarter IT Manager

Statistics National Institute & Education Ministry | October – November 2013 | Peru

Descriptions: Provided technical support, ensured data registry accuracy, created reports, and managed incidents during the Appointment Evaluation of Directors and Subdirectors (EDNOM 2013), developed by INEI and MINEDU.