About Me
Bilingual Software Support Specialist with 5+ years of experience supporting SaaS environments, production infrastructure, and mission-critical applications for global clients. Proven ability to reduce operational costs, resolve over 90% of technical cases within SLA, and lead high-impact migrations.
Adept at incident triage, root cause analysis, and cross-team collaboration with QA, Dev, and SRE teams. Experienced in cloud migration projects, reducing infrastructure costs from $1.5M to $150K annually.
Professional Experience
Software Support Specialist
Lean Tech
July 2023 – Present Remote- Resolved and triaged +75 support cases monthly, maintaining a 92% resolution rate and ensuring SLA compliance
- Contributed to reduced bug turnaround time by 25% through effective diagnosis and documentation
- Conducted high-level technical calls with enterprise clients in English
- Participated in cloud migration to AWS, contributing to infrastructure cost reduction from $1.5M to $150K annually
- Led support and configuration for multiple AWS-hosted SaaS products post-migration
Technical Support Analyst
Aynitech
October 2022 – July 2024 Remote- First technical point of contact for incidents across multiple contact centers (CCaaS) worldwide
- Resolved over 80% of P3 tickets at first contact, maintaining operational uptime above 98%
- Used Datadog, Splunk, and Grafana to correlate logs and monitor service availability
- Reduced unnecessary escalations by 25% and improved escalation speed by 30%
- Maintained team knowledge base and led internal technical trainings
Duty Manager
Covisian (Global Sales Solutions)
Nov 2018 – April 2021 Lima, Peru- Supervised IT Service Desk operations overseeing a team of +15 support agents
- Reduced average response time by 30% and improved CSAT by 20%
- Deployed Six Sigma initiatives reducing ticket backlog by 40%
- Led onboarding and technical training for new hires
- Conducted weekly coordination meetings with 3rd Level Support, SOC, QA, and Training teams
Technical Skills
Systems & Infrastructure
Cloud & DevOps
Monitoring & Tools
Programming & Scripting
Networking & Security
Certifications
AWS Cloud Quest: Cloud Practitioner
Amazon Web Services
Jul 2025
Career Essentials in System Administration
Microsoft & LinkedIn
Jun 2025
Docker Foundations Professional Certificate
Docker, Inc.
Jun 2025
AWS Knowledge: Cloud Essentials
Amazon Web Services
Jul 2025
Introduction to Cybersecurity
Cisco Networking Academy
Apr 2023
Networking Essentials
Cisco Networking Academy
Apr 2023
IT Service Desk: Customer Service Fundamentals
LinkedIn Learning
Oct 2024
Education
Computer Systems and Administration
CIBERTEC
4 out of 6 semesters completed
March 2017 • Lima, PeruGet In Touch
I'm always interested in new opportunities and challenging projects. Let's connect!