Hector Duran Email and Phone Number

Problem solving in a testing or production environment, including experience observing patterns, analysing root cause and suggesting ideas to resolve issues.Good communication skills with ability to articulate the technical and functional aspects of a development/production problem to help drive solutions with App Dev teams and senior stakeholders.Work actively with team members to analyze and resolve application issues.Identify defects, discrepancies, and trends by ways of code debugging or log analysis.Manage incidents and effectively communicate with users, application owners and senior stakeholders across all areas.Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly.Analyze incidents reported by end users, resolve them at a first level of support and document them for future reference.

Use customer service, communication and problem solving skills to solve inquiries from BY customers across the world. Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues. Ability to log and respond to customer support requests via phone, e-mail, and web interface. Exhibit a commitment to customer service while building customer partnerships. Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration. Ability to quickly set-up customer environment to replicate and analyze issues. Communicate technical product and solution expertise to internal and external customers. Provide updates and case statuses to customers and management. Act as product technical liaison between support and development teams. Follow operational guidelines for interacting with other associates. Fully document all case interactions and author Knowledge Base solutions. Expertly utilize support tools (Zoom, WebEx , etc) to expedite case resolution. Ability to work flexible hours and alternate shifts as required by the support team.

Projects:1.- Production Support:Role: Managing all the autosys production jobs, we make sure that the jobs run as per the schedule and deliver what the jobs are supposed to do. We take care of the file movement. We use Autosys as a scheduling tool. Resolution of tickets, attending meetings with the client and other responsabilities.

Encargado del turno vespertino del departamento de Audiovisual de la FIME, así como estar a cargo de personal para la instalación de sonido para eventos de la misma facultad.