As a developer back in 2008, the main technologies used were PHP and JS with MySQL as data base support. I developed my natural abilities to problem solve and pivoted towards a team-lead role focusing my abilities on business analysis. As a DBA in Hewlett Packard I gave support to Oracle with RAC-ASM & RMAN as well as MSSQL.Being both a developer and DBA helped me build a solid foundation in problem-solving and incorporated a continuous learning process that endures to this day.I started my approach to Customer Support as a Client Support Rep in HP where I acted as a liaison between the client and the business. This included incident, change and problem management, with project management skills for planned work and by conducting root cause analysis of any issues that arose. Once I became part of the Olapic family I familiarized and adopted the four values that have guided and consolidated my professional growth ever since: Awareness, Collaboration, Courage and Performance.Starting as a Technical Support Engineer, and in collaboration with both the Product and Business side teams from different offices around the world, we were able to create processes, generate documentation and build a Support Network that allowed us to delight our customers. Soon I was able to grow my position to manager of the Tier 2 Support team. Leading with excellence, we provided root cause analysis and resolution of major problems, as well as identifying opportunities for improvements with a considerable impact to the direction of the product and delight of our customers. I also took on the challenge of becoming a certified Scrum Master, and I was been able to guide scrum teams to successfully meet the company goals while supporting my team's professional and personal growth.I leaned on my experience in a new company, Riskoptics, where I helped developing a Support Team (Tier 1) from scratch, considering the same foundations that forged my path and adding new experiences that helped me consolidate my position as manager, to the point of getting a second team, Solutions, for management too.Proficient with JIRA, eazyBI, SCRUM and Agile methodologies, SQL.Familiarized with Confluence, Salesforce, design and sketching tools.