Technical Support – Cloud Infrastructure – Processes – Artificial Intelligence (AI)

I am a professional with studies in Cybersecurity Engineering and Information Technologies, bringing around 10 years of experience in Technical Support, Cloud Infrastructure, Processes, and Artificial Intelligence (AI). I have been responsible for Incident and Technical Problem Management, including cloud infrastructure and security, escalations, ticket control, help desk, incident reproduction and analysis, and KPI compliance. I manage administration and support for Operating Systems such as Linux and Windows, Cloud Services, and Enterprise Platforms including ERP and CRM systems.

I am skilled in Process Analysis and Improvement, utilizing root cause analysis, agile methodologies, documentation management, and continuous improvement techniques. I have knowledge and experience in Artificial Intelligence tools and Project Management. I am a team-oriented individual, focused on learning and continuous improvement, with strong analytical thinking and problem-solving skills. I am results-driven, adaptable, and follow processes meticulously.

I hold certifications in Cloud and Microsoft Technologies including AZ-900, MS-900, and SC-900, as well as Cybersecurity certification from IBM MSS Identity & Access Management and a Generative AI Professional Certification. I have received training as a Microsoft Azure Virtual Machines Specialist and in Azure Linux Foundation (AZLF). I am familiar with Design Thinking, Agile, and ITIL methodologies, and have networking knowledge.

My technical proficiency includes Office 360, SAP, ARIBA, Coupa, Salesforce, ServiceNow, ICM Remedy, and DFM. I work with Microsoft Azure, AWS, SaaS/IaaS, Virtual Machines (Linux, Windows Server), Active Directory, Generative AI, SQL Databases, and Python. I possess advanced English skills (B2+ level), hold a Driver’s License B-1, and have my own vehicle. I am immediately available and hold a valid passport and visa.

In my recent role as a Virtual Machines Engineer at Tek Experts, I provided advanced technical support for Microsoft Azure virtual machines, assisting enterprise clients in Linux and Windows environments. I solved complex issues affecting Azure VMs with enterprise workloads and cloud-based SaaS applications, supported global clients via phone, chat, and incident management systems, and met strict SLA objectives. I recreated environments to diagnose complex system issues, conducted root cause analysis, documented troubleshooting results, collaborated with global teams, advised clients on optimization, and maintained clear communication throughout resolution processes.

Previously, at IBM, I managed procurement operations and supplier management using SAP and ARIBA, handled supplier inquiries, coordinated with multidisciplinary teams to resolve incidents, provided first-level support via calls, tickets, and chats, ensured SLA compliance, and communicated resolution plans clearly to reinforce client trust and satisfaction.