Alma Jaramillo Email & Phone Number

México

México

My main activity consists in resolve incidents which couldn’t be resolved by Level II checking Logs or updating the data base, and if necessary, raising a direct escalation of bugs to the Development area. As second activity I was involved in the Monitoring area, where I track the company applications through New Relic, Kibana and Opsgenie to fix or warn the functional areas in charge, also I create scripts and alerts to automate processes and guarantee the correct functionality of the software’s company.

Santiago De Querétaro, Querétaro Arteaga, México

Mainly I solve the management of my LATAM Technical Support teams, I help to optimize existing procedures, resolve incidents, follow up on SLA's and measure KPI's through reports.As secondary work, I support the documentation, validation and updating of manuals and workflows.

Within the integration area, the main activity consisted of accompanying new clients during the Onboarding during their integration period. In addition to this, as a follow-up to clients, contact with Suppliers had to be maintained and internal CIs were created to operate with Openpay. Control and registration of incoming customers.Within this area, I continued with the tasks of leader of the LATAM Technical Support area

Querétaro Y Alrededores, México

As its main activity, I provided service through emails and calls for end customers with technical questions, as well as attention to incidents in internal areas of the company. Managed and carried out the raising of incidents through tickets for escalation to corresponding functional areas.As leader of the Mexico Technical Support area, I began to monitor CIs, reports and reports of the KPI's of the service desk to comply with the SLA's.