I serve as Service Team Tier 1, supporting end users and internal team members for any Production-related issues. I work as the link between the Product, Service, and Platform Teams.For all Production issues, I- Work closely with affected users to identify the problem and get the right steps to replicate it, - Manual test it thoroughly to gather all possible information, white-box testing included. - Bug triaging and, once the root cause was identified, log the bug ticket using Jira with the right documentation,- Collaborate with Service Team (developers) to resolve the defect,- Perform Smoke Tests and Sanity Tests in lower and higher environments to confirm the issue was solved.This position requires a lot of cross-collaboration. I support six different SRE teams simultaneously, each with different requirements, such as Account and Application Management, generating and running scripts or API calls to pull or update information from databases, and log monitoring to find errors within the application. I also play as a Technical Product Analyst (TPA) for Production & Prod-UAT environments with different tasks from tenant-specific configurations to translating clients’ requirements to technical requirements (user stories) for the developer team. I assist as the Technical Point of Contact for the five different projects that currently use Connection Point by responding to clients' inquiries, addressing concerns, and providing updates on the status of bug fixes. So far, I’ve had the opportunity to assist with 200+ tickets requiring strong problem-solving, analytical, and troubleshooting skills.

Developed by York Solutions, Barriers to Entry is a comprehensive apprenticeship program creating associate software engineers. This immersive training covers Full Stack Java and Agile Methodologies.

Provide IT Field Support to CPS (Chicago Public Schools)

Establishment of MR Group IT Department where I was able to provide Technical Support (in-person and over the phone) to co-workers with Microsoft OS & macOS issues; connectivity and network problems; printers and main hardware replacement and/or configuration.Create new customer relationships as well as expand othersManage Staff and prepare work schedules and assign specific dutiesGenerate new reports to measure productivity and keep track of the company’s dataPersonal Achievements:• Achieve $1.6M in sales in 2021, being the best year in sales since the company was created.• Increase by 40% the client portfolio. • Development of the Company Brand Product and Operation Procedures. • Oversaw the import of inventory from different countries (China, India, Mexico, and others) with an investment of more than $500,000 in products. • Managed a warehouse facility of 14,400sft, taking care of maintenance, product organization, equipment operation, and so on. • Implemented a Product Control System that allowed the company to keep track of inventory on hand (valuated at more than $1M), costs, selling prices, customers, and AP/AR

Development of the following Management Systems:• Health & Safety Management System according to JIG standard.• Administration of Contractors Process (ADMOC) according to Chevron’s standardLed the following tasks• Investigation of all near loss & loss misses.• Risk and Hazards Management through a 275,000 barrels tank and other construction projects with a CAPEX value exceeding $2M• Definition of company’s strategic goals in HSSE matter for the following 3 years. • Update of company’s emergency response plan for various events (fire, explosions, ground & water oil spill, etc.) and HSE Case.• New workers and contractor’s safety trainingFulfillment of Environmental legal requirements according to Guatemala’s laws.All tasks were performed in compliance with OTSA & partner’s strict safety regulations

Development of Process Safety Management according to ISO 3132 Led the following tasks:• Vessel approval to discharge at OTSA based on their Q88• Quality control to keep and deliver every product according to each partner’s standard.• Daily/Monthly Storage control to ensure continuous dispatch and available room for next vessel. • New drivers dispatch and safety operations training. All tasks were performed in compliance with OTSA & partner’s strict safety regulations

Update and deployment of OTSA’s Preventive and Corrective Maintenance Program, that includes:• Elaborate new procedures or update the existing• Develop of new KPI and consistent tracking of them• Failure analysis and decision making to solve them. • Update of information (users, maintenance & installation manuals and drawings if needed)• Development of new data base of equipment, maintenance routines, spare parts, dates, etc. • Ensure the availability and reliability of the Terminal’s operations to our partners. All tasks were performed in compliance with OTSA & partner’s strict safety regulations

• Update of procedures according to ASNT• Development of reports based on results obtained from tests and standards acceptance criteria (ASME10, AWS D1.1, API 653, etc.) • Support in carrying out the diverse of tests (Visual Test, Magnetic Test, Ultrasonic Test, Radiographic Test, etc.)