Karina Jimenez Marin Email & Phone Number

Costa Rica

Provide expert-level support and guidance across multiple product lines.Manage and resolve complex incidents for large-scale SaaS platforms, ensuring minimal disruption and optimal performance.Design and implement automation solutions using programming languages such as JavaScript and Python to enhance efficiency and scalability.Develop and integrate AI-driven tools to streamline and improve support workflows.Leverage AWS services, including Lambda, CloudWatch, and Athena, to optimize system operations and automation.Utilize automation platforms, such as Zapier and Puppeteer, to streamline processes and reduce manual intervention.Work extensively with APIs, including Google and Zendesk APIs, to facilitate seamless integrations and enhance service capabilities.Prepare and deliver insightful reports for C-level executives, providing clear analysis and actionable recommendations.

Remote

Perform advanced troubleshooting in both real-time and asynchronous environments for a diverse range of products.Analyze and resolve complex issues involving Kerio Connect Mailserver, Kerio Control UTM, DNN CMS, Jive Intranet, Kayako Ticketing System, Everest ERP, and other platforms.Conduct comprehensive log analysis, implement effective solutions, and design queries to address system needs.Reproduce software defects and provide well-documented fix recommendations to Engineering teams for escalation.Develop and implement AI-driven solutions to automate ticket analysis and enhance the resolution process.

Conduct in-depth data analysis, including trend identification and interpretation.Perform comprehensive studies on user behavior and provide actionable insights.Develop tailored coaching strategies for users, along with creating detailed manuals and strategic guidelines.Research and evaluate alternative software solutions to optimize workflows and improve efficiency.Craft compelling job posts and assess incoming candidates to ensure a high-quality selection process.Compile financial models to support strategic decision-making.Utilize advanced features of Google Suite, Microsoft Office, and AWS QuickSight for reporting and data analysis.Execute programming tasks in Python and JavaScript, particularly for AI-related projects.Apply foundational prompt engineering techniques to enhance AI interactions.

Real-time and asynchronous troubleshooting of various products.Analysis and handling of issues related to Kerio Connect Mailserver, Kerio Control UTM, DNN CMS, Jive Intranet, Kayako Ticketing System, Playbooks, Bespeak, ResponseTek , Bizzness Apps and othersLog analysis, solution implementation, query design

Personnel management (up to 30 people) including daily task assignments and break assignmentsEscalation resolutionAdvanced customer account management, including balance adjustments, account auditing and claim resolution.

San Pedro, Costa Rica

Processing wagers and providing customer with information on multiple sportsProviding account information, current financial status and previous wagersCreating, moving and grading wagering lines, specialized in Proposition Bets, Motor Sports and Hockey

San Jose, Costa Rica

Basic technical support for in-house employees. Temporary employment to supplement income, related to a cut down in hours at my main job during the pandemic.

Costa Rica

Tasks including but not limited to • Processing customer requests via phone • Providing account information • Updating database information• De-escalating upset customers • Relaying order information between the Dispatch/Logistics teams and the customer and Account Managers• Processing specialized customer requests via email, including creating account reports for customers and Account Managers• Creating business analysis reports for Management• Basic technical support for printer software

San Pedro, San Jose, Costa Rica

Tasks including but not limited to • Processing wagers and providing customer with information on multiple sports • Providing account information and current financial status• Creating and moving wagering lines on all sports and proposition bets to follow demand/supply changes as well as other companies’ movementsReason for leaving: Personal (Continued studying)

Licentiate Degree, Computer Software Engineering

Bachelor Of Medicine, Bachelor Of Surgery - Mbbs, Medical Clinical Sciences/Graduate Medical Studies, Bachelor'S Degree

High School