Accountable for the strategic planning, development, assessment, and execution of infrastructure and information security enhancements, ensuring the sustained protection of customer data. Additionally, responsible for designing and delivering comprehensive technical training programs on solutions, guiding employees in the proper utilization of technologies and processes to uphold the Information Security triad: Confidentiality, Availability, and Integrity. Furthermore, responsible for leading initiatives centered on Python and SQL development. Notable projects include implementing firewall and IDS/IPS solutions, developing security policies and compliance frameworks, conducting security audits and vulnerability assessments, establishing continuous monitoring and incident response plans, encrypting sensitive data, creating employee security awareness programs, managing Identity and Access Management (IAM) systems, and devising backup and disaster recovery solutions. In the realm of Python and SQL, projects involve automation systems, data analysis and visualization, database integration, and development of APIs and microservices to enhance system functionality and security.

- Responsible for identifying unmet customer needs and market opportunities.- Gained deep understanding of product buyers and channel partners through direct engagement and customer surveys, influencing the scope and driving the development of initiatives.- Developed a detailed understanding of new customers’ needs and desires.- Conducted product training for Marketing, Sales, and Public Relations teams of service providers.- Drafted detailed product feature specifications and requirements.- Responsible for Implementation, configuration, and debug cloud data security products.

- Served as a SaaS support and implementation engineer, providing high-level remote IT technical liaison.- Responsible for the full life cycle of incidents and problems, working closely with all teams at all levels of technical support and engineering.- Implemented and installed solutions in customers' test and production environments.- Diagnosed and troubleshooted customer-reported issues at various solution levels (such as Acronis Cyber Cloud and its cybersecurity, notarization, and file sync tools, databases, applications, networks, communication, and integration interfaces).- Acted proactively and responsively, promptly addressing customer requests and tickets.- Prepared, reviewed, and translated (Spanish, English, and Portuguese) technical reports to ensure accuracy based on product documentation.- Conducted preventive and corrective maintenance on customer sites remotely.- Performed any other job-related duties as necessary.

- Resolved a wide range of technical incidents for customers, addressing issues across various software, networking, and hardware environments.- Built and maintained strong customer relationships, ensuring adaptability in a rapidly changing work environment.- Stayed up-to-date with the latest industry trends and technological advancements, including security, cloud computing, storage, virtualization, and business applications.- Maintained in-depth knowledge of company products (Acronis Cyber Cloud, File Sync & Share, Notary Cloud, Virtuozzo) and operations to effectively support client requests.- Collaborated with various departments to analyze and resolve complex problems.- Provided technical advice to junior staff members, reviewing technical results, evaluations, and analyses.- Mentored and guided junior staff within the work group, fostering their development through technical guidance.- Assisted in the development of documentation related to installation, upgrades, support, and compatibility issues.

- Provided technical support to internal and external clients, including major insurance companies (Chubb and Tokio Marine) and insurance brokers in the cargo transportation sector.- Delivered training and support for the Electronic Data Interchange (EDI) system, guiding employees on its functionalities for the electronic registration of carriers and shippers.- Conducted feasibility analyses of operations in collaboration with various departments (Development, Commercial, etc.).- Managed the implementation of the shipment communication system from business closure through to client training and final implementation.- Analyzed and mapped processes to identify flaws, apply solutions, and propose improvements.- Ensured quality responses in accordance with established SLAs and monitored process completion, including policy reviews and endorsements, compliance with internal and regulatory standards, quote and renewal control, policy registration, and DDR registration.- Analyzed demands from Underwriting and Billing departments to expedite the collection of requested documentation and optimize processes.