Support Engineer II

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.