With 10 years of experience in technical support, I have excelled in delivering high-quality solutions across various national and international projects, particularly in South America. Currently, I work at HND Labs, part of the HINODE GROUP, where I play a key role in a dynamic environment, focusing on monitoring, maintenance, and continuous support of critical systems.My expertise encompasses providing proactive technical support, ensuring that systems and applications function optimally. One of my most significant achievements was reducing incident tickets from 153 to 75, highlighting my ability to effectively and quickly identify and resolve issues.On a daily basis, I analyze incidents reported by users, investigating root causes and proposing both temporary and permanent solutions to prevent recurrence. My analytical skills and attention to detail allow me to document incidents thoroughly, creating valuable references for future resolutions and internal training.I am proficient in managing ticketing software and systems such as SysAid, Jira, Freshworks, Zendesk, and Movidesk. This experience, combined with my practical knowledge of various operating systems and Windows applications, enables me to execute tests, apply updates, and effectively manage system maintenance.Collaboration is essential in my role; I frequently interact with Development, Infrastructure, and Customer Support teams to ensure efficient problem resolution and continuous system improvement. Additionally, I am responsible for providing technical support and training to end-users, ensuring they can utilize the systems effectively.One of my greatest achievements is the successful implementation of systems in countries such as Peru, Colombia, Ecuador, Mexico, and Bolivia, enhancing operational efficiency and user satisfaction in these regions. My enthusiasm for technology, problem-solving, and continuous learning drives me to constantly improve my skills and contribute to the success of the team.