Senior Application Support and IT Operations Engineer

Provided operational and application support for the Claro/VTR environment, managing a high volume of technical incidents and coordinating resolution with customer, development, infrastructure, and technical teams. Managed approximately 100 orders per day, monitored priorities, and coordinated three field technicians during eight-hour operational shifts.

Tracked SLA and KPI performance, escalated incidents through Jira, and led War Rooms for complex cases. Performed SQL troubleshooting using joins, subqueries, and complex queries across Oracle, Siebel, BRM, UIM, APIs, SOAPUI, SQL Server, Oracle Developer, and DBeaver. Created and executed test cases, documented defects, prepared technical documentation and KPI reports, and onboarded 10 new team members in Chile and Panama.

Delivered application and operational support for field personnel on the GSA Andes / VTR-Claro project, resolving incidents in critical service provisioning and management platforms.

Analyzed issues related to service activation, modification, cancellation, repair, suspension, disconnection, reconnection, and provisioning of internet, TV, and fixed and mobile telephony services. Used SQL, Oracle, Siebel, OSM, TOA Desktop, TOA Mobility, Service Manager, SOAP, and full-stack applications to diagnose issues, regularize orders, and maintain service continuity in coordination with technical and operational teams.

Provided IT and systems support to control-room operations in oil and gas facilities, supporting the monitoring and remote operation of field equipment under the direction of responsible operations personnel.

Supported critical high-availability operations associated with facilities handling approximately 480,000 barrels of crude per day and 1,100 MMpcn/d of gas. Assisted with monitoring process variables, alarms, valves, pumps, communications, and remote-control systems; coordinated incident diagnosis with technical and field teams; and worked in shift-based, safety-critical environments.

Diagnosed and resolved transmission and routing failures across terrestrial and satellite network environments.

Worked with IP protocols, EIGRP, static routing, link balancing, BGP4, and Cisco networking technologies to troubleshoot connectivity and routing issues.

Configured and supported Motorola Canopy Wireless Broadband equipment, as well as related hardware, software, and wired network components.

Developed early experience in field communications, technical infrastructure, wireless networking, and on-site technical support.