• Diseño y desarrollo de procesos tipo workflow utilizando una herramienta de automatización de procesos In-House.• Experiencia en integrar REST APIs, contribuyendo al rendimiento y la conectividad.• Creación de historias de usuario con los requerimientos por parte del cliente, diseño de soluciones y mapeo de datos para proyectos de automatización de procesos con acorde con el producto In-House. • Análisis y de resolución de problemas, con iniciativa para investigar y elaborar soluciones técnicas.• Comunicación para interactuar con compañeros de trabajo y clientes.• Capacidad para gestionar varios proyectos a la vez.• Destreza en la atención al detalle, capacidad de organización y orientación al servicio al cliente.• Creación y ejecución de consultas SQL simples a complejas.• Realización de pruebas manuales.

• Conducted functional analysis and prepared a comprehensive document outlining the functional specifications for a bespoke IT application designed to integrate four key processes into a customised ServiceNow platform for IDB Bank.• Conducted a thorough inventory of applications and system interfaces, providing a clear overview of existing resources.• Meticulously crafted a detailed functional specifications document encompassing concise introductions to each functionality, input and output requirements, workflow, validations and business rules, as well as non-functional requirements.• Actively participated in meetings for requirement definition and gathering, working collaboratively within the team to propose optimal solutions. I ensured timely delivery of weekly milestones and exhibited strong teamwork skills to achieve project success.Skills: Functional Analysis, Project Management, Teamwork, Effective Communication, Organisation and Attention to Detail.Technical Skills: ServiceNow, Product Documentation Servicenow, Developer Servicenow, Sharepoint, Ms Office, Scrum, Agile.

- Consultant in two roles: Business Analyst and Scrum Master, for the development of improvements in an internal product of the InterAmerican Bank called TFFP (Trade Finance Facilitation Program). - Coordination of sessions for the elicitation of requirements.- Analysis and documentation (Confluence) of the requirements to transform them into user stories for the development team.- Socialisation sessions of the User Stories with the acceptance criteria with the development team and the PM.- Presentation of status of training and project progress.- Schedule Scrum framework sessions.- Coaching sessions on Jira, Methodology and Framework for the team.- Making improvement proposals according to the analysis.Skills: Business Analysis, Team Player, User Stories, Backlog, Coaching, Requirements Documentation.Technical Skills: ServiceNow, Jira, Confluence, Sharepoint, Ms Office, Scrum, Agile.

• Schedule and facilitate all aspects of the Scrums including sprint planning sessions, backlog refinement, daily scrums, sprint demos, and sprint retrospectives.• Identify and communicate potential risks to the completion of a sprint• Build an environment of trust in the team where people feel comfortable giving their perspective or providing feedback.• Facilitate the Agile process, discussions, decision making, and conflict resolution.• Assisting with communication between team members• Drive cross-functional coordination and scheduling with other teams and ensure teams follow appropriate engagement processes.• Monitoring and reporting on team’s capacity, utilize to assist teams in sprint planning• Ensure teams successful delivery of work committed to in a sprint and holds team accountable for follow through• Identify and remove impediments and make issues and problems visible; escalate as necessary• Assist with dependency management and cross team coordination• Assist with coordinating with cross functional program teams update progress/status

A Business Analyst with Datacrédito Experian, I work in an international team for different product development initiatives in Colombia, where our goal is to modernize the current system by using other modern solutions (Java, JSON, Webservice, APIs). Ensure that the Backlog built by the Product Owners is implemented. Analyze, collect, document (Confluence), approve and build User Stories along with their acceptance criteria for the development (Jira) of the business requirements. Work with the SCRUM/Agile team to develop and test (QA) the functionalities in each sprint. Demonstrate the deliverables and demo the software to the POs and to the stakeholders (Senior Managers, VPs, etc.). Design process flows (BPMN) to visualize the behavior of the solutions in the system.Skills: Leadership, Documentation, Problem Solving, Business Analysis, Gap Analysis, User Stories, Interpersonal Skills, Business and Project Presentations, Resource Management, Time Estimating, Reporting.Technical Skills: Workflows, Visio, Drawio, Jira, Confluence, Ms Office, Jira Assistance, Json, XML, Postman, Rest API.

The project initiative was to monitor employees for Canadian and international banking, in order to mitigate employee fraud against Scotiabank customers. Splunk is the monitoring application, where it captures, indexes and correlates data.My role as Senior Technical Business Analyst was to participate with the Product Owner in the definitions with the lines of business (Internal Control and Global Operations) for the construction of Dashboards and Alerts of the different applications to be monitored with Splunk or it was required to make a transformation of the data by ETL.Likewise, I documented and designed workflows of the process, follow-up and control with the local teams to provide the files for monitoring and meet the agreed deadlines, execution of test cases on the different Dashboards, elaboration of user guides, follow-up and updating of epics and tasks in Jira based on the Scrum philosophy.

- Led two business initiatives for small-scale projects for Brazil and Argentina. Conducted requirements analysis, documentation, quality assurance, feature management, user stories, and acceptance criteria. - Brazil project: Reduced communication time between systems from 1 hour to 15 minutes in phase 1, updated and closed tickets automatically in phase 2. - Argentina project: Automation of a manual process with different sources to integrate it to a single source of information, updated data, and exportation of the data to a single format for the operation with another system.- Implemented and Responsible for managing, analysing, and taking requirements and specifications of 12 KPI reports, for the Planning area. Data Warehouse as data source for report construction, working closely with the software factory for development and deliverables.Skills: Field Mapping, Business Analysis, Demonstrations / Presentations, Quality Assurance, Flowcharts (BPMN), Statement Calculations, Agile, Scrum, Quality Assurance, Project Management, API, RPATechnical Skills: SQL, Jira, Sharepoint, Microsoft Office (Excel, Visio, PowerPoint), Rest API, Postman, UiPath

I performed maintenance and troubleshooting in a Level 2 support on systems and tools, finding and implement solutions within a team, with a focus on services.Provided expertise and assistance to other IT personnel including Software Teams, System Analysts & Architects. Contribute to the identification and resolution of problems side by side with technical specialists seeking to define corrective and preventive actions. Working in partnership with Problem Management Team to reduce re-occurring incidents.Checking the technical performance of infrastructure and report findings. Based on findings, make recommendations for improvement. Also, collaborate with System Engineers to develop policies for standardizing systems. Work in a team distributed in Argentina, Brazil and Colombia providing support to Latin American countries.Responsible for providing level 2 support on applications and systems, customer support, system monitoring, problem-solving, troubleshooting and change management (ServiceNow), participate in systems upgrades, enhancements, testing and maintenance, partner with the Problem Management Centre to reduce re-occurring incidents, Coordinate and prioritize all escalated activities, participating in CAB meetings, support in programmed changes, and continuous improvement of the Support Process: work on the generation, analysis and actions on operational metrics, continuous improvement of the Service Delivery Process. Design and Transformation of Workflows for the Operation. Achieve the Service Level Agreements (SLA), SQL queries.

• Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for employees.• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.• Escalates complex problems to higher level of expertise or the field support.• Strive for a high level of first contact resolution• Respond to and resolve user requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.• Accurately document calls and incidents• Manage time and workload to meet predetermined service levels• Act as a single point of contact on incidents and problems logged, also reassign to higher Tier.• Perform appropriate diagnostics to initiate problem management workflow process• Provide users with a reference number for their incident/request• Support multiple users through customer service professionalism and insight

- Computer technician with extensive technical experience and excellent customer service.- Able to explain complex technical concepts and processes to customers and non-technical staff in a clear and understandable manner.- Able to multi-task effectively and carry out multiple simultaneous installation and repair projects with complete accuracy and efficiency.- Extensive experience in computer installation and maintenance.- Familiarity with workstation configuration and computer hardware and software applications.- Excellent command of major customer software packages.- Exceptional skills in the installation and maintenance of hardware and network cables.- High problem solving and analytical skills.

• Provide Tier 2 technical support for Terra's dial-up customers• Guidance on the use of MSP and ISP accounts• Support and assistance to software department and internal customers

• Respond to customer service calls, analyze, diagnose and resolve any problems or concerns.• Provide technical advice and expertise to inquiring Telecom customers.• Be up to date on the latest Telecom product knowledge and developments.• Maintain and update all files related to service calls.Skills: Communicator and customer focused, Autonomous and willing to take initiative, strong emotional intelligence and professionalism, ability to negotiate and influence, analytical and attentive to detail, handy individual