I am a technical support professional with over 4 years of experience in L2/L3 application support, backend troubleshooting, and incident management in production environments.
I have worked in global eCommerce support, where I handled end-to-end incident tracking, escalation management, and SLA compliance using tools such as Jira and ServiceNow.
My background combines support operations with technical analysis. I regularly review application logs, validate data, investigate root causes, and work with SQL, REST APIs, Linux command-line tools, and monitoring platforms to resolve issues efficiently.
I also have experience as a Java backend developer, which helps me communicate effectively with engineering teams and understand application behavior from both support and development perspectives.
I value clear communication, documentation, and knowledge sharing. I have authored internal support procedures and technical documentation to improve team efficiency and service quality.
I am comfortable working with cross-functional and international teams, and I use modern AI tools to accelerate troubleshooting, code analysis, and documentation tasks. I am open to opportunities where I can continue growing in technical support, production support, or application support roles.
Managed Level 2 and Level 3 technical incidents in global eCommerce production environments. Performed log analysis, data validation, root cause analysis, API verification, and platform monitoring. Coordinated escalations between users, infrastructure teams, and software engineers, and maintained internal knowledge base documentation.
Developed and maintained Java microservices and RESTful APIs using Spring Boot. Supported database migration from SQL Server to MySQL, performed functional validation and backend troubleshooting, and collaborated with cross-functional teams in Agile/Scrum environments.
Developed web applications and maintained MySQL databases. Provided technical support to end users, troubleshot interface issues, and created user manuals and supporting documentation.
Computer Systems Analyst, IT & Networking
Studied computer systems with focus on IT and networking, support operations, and technical troubleshooting.
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