I am a highly critical and analytic person and consider myself strongly creative
when it comes to finding solutions to problems. I enjoy and find immense value in
each learning opportunity; always focused on the business priorities and overcoming
expectations. I am a team player and encourage myself to continuously keep learning
from others and lead by excelling performance. I have completed my High School & University
studies in Costa Rica and am fluent in both English and Spanish.
Highlights
ADMINISTRATION
Windows, Linux and Unix systems on distributed environemnts.
Automation of healthchecks and house-keeping operations.
Network connectivity and security.
SUPPORT
Strong interpersonal skills.
Strong troubleshooting skills.
Follow ITIL and COBIT best practices.
Collaboration with other team members to provide high-quality support.
Background
Education
Universidad Latina de Costa Rica
Bachelor's Degree in Computer Systems Engineering
- Two years of undergraduate study in Electronics Engineering
- International academic qualifications verified by World Education Services (WES)
Accounting
Business Management
Business Processes Engineering
Calculus
Computer Architecture
Computer Programming
Data Structures
Databases
Datacenter Management
E-Commerce
Ethics
Finances
Human Studies
Language Arts
Logic & Algorithms
Networking
Operating Systems
Operations Research
Project Management
Security
Software Development
Statistics
Employment History
Jefferson Parish Schools
High School Teacher / Technology Coordinator
Kenner, Louisiana January 2020 to Present
Digital Media (Adobe Photoshop) Teacher
Quest for Success (Career Readiness) Teacher
Technology Coordinator
ESL Paraprofessional
Tek-Experts
Software Support Engineer L2
Cartago, Costa Rica July 2014 to December 2018
Provide technical support to users, administrators and developers of an
Enterprise Content Management and Information Governance software solution.
Experian
Decision Analytics System Analyst II
Heredia, Costa Rica February 2014 to July 2014
The supported product provided real-time reporting when analyzing the risk
of giving credit to newpossible customers. The main responsibility was to
monitor the status of the system. If an incidentwas reported, it was required
to notify customers ASAP and engage with engineering team to workon resolving
the issue. RCA analysis was done after recovery.
Amazon
Customer Service Agent
San José, Costa Rica October 2013 to December 2013
Provided phone customer service within a highly customer-centric environment,
achieving customer satisfaction goals.
IBM
Backup Administration and Infrastructure Monitoring
Heredia, Costa Rica August 2013 to September 2013
Worked with TSM (Tivoli Storage Management) software, on Windows, AIX and mainframe
environments; infrastructure and batch jobs monitoring.
Hewlett-Packard Enterprise
Middleware and Application Support Specialist
Heredia, Costa Rica April 2011 to July 2013
Supported hosting services for Java applications on WebLogic, WebSphere,
and IIS technologies, running on Solaris, AIX and Windows environments respectively.
Created bash scripts to automate daily tasks and health checking procedures.
Lead the L1 team for about 6 months before being promoted to L2.
HP Inc
Imaging & Printing Solutions Technical Support
Heredia, Costa Rica May 2008 to March 2011
Supported end users with installations, configurations, troubleshooting,
returns and replacements of multifunction laser printers, parts, and supplies.
Developed an internal application to provide other agents with handy technical
information when handling customer interactions.
