Computer Science Engineer | IT Infrastructure & Application Support Specialist

● Act as Incident Manager and single point of contact for critical application incidents, managing an average of 70 cases per
month and 8 incidents per week, coordinating across servers, databases, networks, firewalls, and cloud services in
infrastructures diversified by client.
● Consistently meet established SLAs — 2 days for case resolution and 24 hours for critical incidents — acting as the Level 2
(final escalation) support engineer responsible for root cause analysis and definitive resolutions.
● Manage the full incident lifecycle through ticketing systems, including detailed documentation and traceability, in fast
paced, high-criticality environments involving major service disruptions.
● Spearheaded the creation of previously nonexistent technical documentation for recurring errors and issues, producing a
knowledge manual adopted by teams in the US, India, the UK, and Costa Rica; this knowledge base became the foundation
for training an AI tool that significantly improved the team's day-to-day operational efficiency.
● Maintain clear, effective communication with clients and internal teams during major incidents, and coordinate resources
across multidisciplinary teams and departments to accelerate resolution and minimize impact on client operations.

● Managed daily IT operations, resolving software and hardware incidents across Windows and Mac devices for a distributed
user base.
● Administered VoIP services, print servers, and infrastructure servers hosting multiple business applications and services.
● Monitored and addressed network and security incidents to ensure seamless, uninterrupted operations.
● Oversaw user management via Active Directory and resource administration through Microsoft 365, including Multi-Factor
Authentication implementation.
● Contributed to the successful relocation of company offices, ensuring continuity of critical services and systems throughout
the transition.

● Delivered high-quality customer support across multiple channels, including support chats and premium customer support
calls, managing case resolution and incidents end to end.
● Provided timely responses, real-time problem-solving, and clear communication of technical solutions tailored to customer
needs.
● Offered technical support for cloud implementations and guidance during break/fix situations.
● Applied a continuous self-learning approach, researching prior cases and documentation to strengthen incident resolution
quality.

● Monitored and analyzed network, server, and system health, including workload assessment for virtualized environments.
● Identified and responded to security threats and attacks across client systems, ensuring rapid response and effective
resolution.
● Managed incidents and client requests through ticketing systems, ensuring efficient resolution and client satisfaction.