I am a results-driven Support Engineer II with more than 9 years of experience in IT support, infrastructure management, and recruiting systems engineering. I have built a strong track record in leading teams, improving processes, and designing scalable workflow automation solutions.
I specialize in troubleshooting complex technical issues, creating self-service support experiences, and using automation to reduce ticket volume and maintenance overhead. In my recent roles, I have worked extensively with workflow design, Slack bot integration, ServiceNow, AWS Cloud, and scripting with Python, JavaScript, and HTML.
I have supported enterprise environments with thousands of users across multiple sites and regions. My experience includes first-, second-, and third-level support, remote support leadership, ticket coordination, and global customer satisfaction initiatives.
I have also contributed to infrastructure and systems administration work, including Active Directory, Windows Server, Linux, Mac OS, networking, server operations, printer server standardization, and site openings. I am comfortable working under pressure and collaborating with internal teams to deliver reliable support.
Throughout my career, I have trained, coached, and supervised support staff, created SOPs and documentation, and helped improve service quality through better processes and clearer procedures. I value communication, teamwork, and continuous improvement.
I am fluent in Spanish and English, and I bring a mix of technical depth, leadership, and customer-focused problem solving. I am especially interested in roles where I can combine support engineering, automation, and operational excellence.
Implemented self-service solutions using RIVER workflows and Slack bot integration; built and deployed 38+ workflows; reduced ticket volume; consolidated workflows; supported recruiting systems; managed permissions; solved escalated issues; used AI tools to accelerate workflow design and documentation.
Led the Remote Support team for AMER; coordinated ticket dispatching; developed policies and procedures; led CSAT improvement efforts; provided 3rd level support; administered ServiceNow; created English and Spanish documentation; maintained SLA compliance; coached Service Desk staff.
Provided 1st, 2nd, and 3rd level support worldwide; supported about 2,500 users; led technical work for opening SJO18; managed AWS server operations and failover testing; trained and supervised new hires; standardized printer servers; created SOPs; maintained MDF/IDF infrastructure; managed Active Directory and network firmware updates.
Administered SharePoint Designer, company intranet, and Microsoft Exchange 2010; managed Active Directory and McAfee console; handled incident resolution.
Migrated desktops and laptops from Windows 7 to Windows 10; supported 67 paint stores across Costa Rica; migrated Oracle Database from V10g to V11g.
Supported critical applications; trained and coached 40 operation associates on a new courier system; provided exclusive support to external customer SAMTEC SA.
Led migration from Windows XP to Windows 7 across Central America and Caribbean Islands; trained, coached, and supervised new agents in Helpdesk and Field Support.
Cisco CCNA
CCNA1-4 V6 and CCNA1-2 V7 coursework/certification listed.
Python Fundamentals
Training in Python fundamentals.
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