Work experience

• Support Engineer

  Triumph

  2023.01-2026.04

  (3 years)

  (3 years 4 months) Mitigation and resolution of complex API and ETL integration incidents involving XML/JSON payloads, leveraging tools like Postman, AWS S3, and advanced SQL Server database analysis for root cause diagnostic. Functioned as a critical escalation point for Tier 2 and Service Desk issues, driving cross-functional collaboration across Development and Product Owners to implement permanent application fixes and Problem Management solutions. Championed exceptional Service Delivery and proactive customer communications aligned with ITIL best practices, successfully managing high- volume caseloads to consistently achieve a 98% SLA target while ensuring meticulous documentation of resolutions.
• Professional Services Specialist

  LanguageWire

  2022.02-2022.09

  (8 months)

  ▪ Support clients in their implementation and use of LanguageWire Technology Solutions and a handful of CMS such as Site Core, Drupal, and EPiServer on MS Visual Studio projects. ▪ Provide engineering support for web and desktop-based applications using Postman and Kibana for research.
• Technical Support Lead

  Softtek

  2016.11-2022.02

  (5 years)

  10 years 5 months (5 years 4 months) Overseeing end-to-end support and maintenance operations for global application portfolios (Java/.NET), driving the analysis, resolution, and tracking of critical incidents. Standardized operational processes aligned with ITIL Incident and Problem Management frameworks, successfully boosting SLA compliance to 95% on-time delivery and 98% on-time response, while achieving a 90% reduction in common service requests. Championed Continuous Service Improvement (CSI) by leveraging Lean Six Sigma methodologies, A4 analysis, and Root Cause Analysis (RCA) techniques such as Ishikawa diagrams. Coordinated international 24/7 on- call operations via OpsGenie between cross-functional teams in Mexico and India and facilitated comprehensive technical training on enterprise solutions including Jira, Confluence, AWS CloudWatch, AWS Aurora MySQL, Workday REST APIs, Postman, and Splunk.
• Senior Software Engineer

  Softtek

  2011.10-2016.10

  (5 years)

  (5 years 1 month) Developed, supported, and maintained enterprise-level applications for high- profile global clients including GE, Intercontinental Hotels Group, and FEMSA Mexico, leveraging a robust stack of front-end (HTML5, CSS3, JavaScript/jQuery) and back-end technologies (Java/JSP). Managed end-to-end server operations, CI/CD pipelines, and version control utilizing Apache Tomcat, Jenkins, and Subversion (SVN), while implementing open-source frameworks like Maven and Hibernate within Eclipse IDE environments. Designed, optimized, and maintained complex SQL Server stored procedures and triggers to ensure data integrity across client databases. Led and participated in rigorous code review activities to guarantee software quality, meticulously documented defects and knowledge base articles via Jira and Confluence, and strictly adhered to enterprise data

Educational experience

• Universidad Tecmilenio

  Artificial Intelligence

  2024.09-2026.08

  (2 years)
• Universidad Tecmilenio

  Information Technology

  2014.01-2016.01

  (2 years)
• tecnologico de monterrey

  Information Technology

  2004.01-2010.01

  (6 years)

Certificates