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PMO RetaileCommerce
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Competencias
Experiencia demostrada en L2/L3 Technical Support.
Experiencia demostrada en Application Support.
Experiencia demostrada en Production Support.
Experiencia demostrada en Incident Management.
Experiencia demostrada en Problem Management.
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PMO RetaileCommerce buscando nuevas oportunidades
Experiencia
L3-Tech Support Engineer
Served as a key point of contact for Spanish-speaking LATAM clients, coordinating communication, issue resolution, follow-ups, and service delivery.. Coordinated with cross-functional technical teams to support timely service delivery and project milestones.. Managed client requirements, follow-ups, status updates, and issue communication through email and virtual meetings.. Monitored service performance and prepared operational reports using data tools to support delivery visibility and efficiency.. Managed L2/L3 ETL production support in a 24x7 environment, monitoring workflows and batch jobs to maintain operational continuity and SLA compliance.. Performed data validation, log analysis, troubleshooting, and root cause analysis for failed jobs and data issues.. Created and maintained runbooks, SOPs, and knowledge-base documentation to support operational continuity and knowledge transfer.. Used SQL and Python for data validation, troubleshooting, and automation of repetitive operational tasks.. Supported data warehouse operations and maintained data integrity across enterprise systems.. Collaborated with technical teams and stakeholders using Spanish and English to resolve operational issues and clarify requirements.
Sr. Support Specialist
Coordinated with Spanish-speaking stakeholders across international teams, ensuring clear communication and effective business and technical coordination.. Managed ticket tracking, escalation, client communication, and service updates to support timely issue resolution and SLA commitments.. Maintained operational reports, client data, and dashboards to provide visibility into service performance and delivery activities.. Coordinated across time zones and distributed teams to maintain continuity of support and customer service.. Supported communication between technical teams and Spanish-speaking stakeholders through Spanish-English communication.. Administered Microsoft Intune/Endpoint Manager across AAD, Autopilot, Conditional Access, configuration profiles, compliance, and device enrollment environments.. Managed application provisioning and deployment across iOS, Android, Windows, and Mac platforms, including MAM, LOB, Win32, Microsoft Store, M365, and Managed Google Play.. Handled L2 Intune escalations and coordinated incident resolution with Microsoft while maintaining SLA-driven ticketing processes.. Developed SOPs, knowledge articles, and support documentation for technical and business stakeholders.. Administered Active Directory operations including user accounts, password resets, access rights, and group management.. Provided VIP-level technical support across endpoint, virtualization, print server, PBX, antivirus/security, and Apple device environments.
Associate IT Consultant – Technical Spanish
Supported LATAM and European clients using advanced written and verbal Spanish communication across technical and business interactions.. Managed incidents and service requests through ServiceNow, coordinating with onsite LATAM teams in Spanish and English.. Supported application and infrastructure issues across incident, problem, and change management processes.. Managed P1/P2/P3 tickets from creation through resolution and closure, maintaining accurate documentation and timely updates.. Coordinated cross-language escalations between IT teams, business users, and international stakeholders to support effective issue resolution.. Delivered L1/L2 technical support by diagnosing and resolving hardware, software, network, VPN, browser, Exchange, and endpoint issues.. Managed Active Directory requests including password resets and account unlocks to maintain secure user access.. Maintained operational reports and dashboards using Excel and Google Sheets to support incident and service-request tracking.. Used web-based CRM tools to manage client interactions, maintain records, and support LATAM stakeholders.. Generated periodic reports and dashboards to provide operational visibility for business and technical teams.. Communicated with users through phone, email, and instant messaging while coordinating complex escalations with L2/L3 support teams.
Technical Service Specialist
Supported international technical service operations and Spanish-language stakeholder communication.. Coordinated technical issue resolution and communication across distributed teams and stakeholders.
Technical Service Specialist (Band 6-B) – Spanish Language
Managed Spanish-speaking client and stakeholder communication for the NATURGY enterprise environment, supporting effective service delivery and issue resolution.. Coordinated with international technical teams and stakeholders to resolve production incidents and maintain operational continuity.. Supported the transition of the NATURGY project from Spain IBM to IBM India, facilitating knowledge transfer and operational handover.. Delivered technical translation, interpretation, KT sessions, shadowing, and reverse-shadowing across SAP, Wintel, Unix, Solaris, Storage, SysOps, Mainframe, Mobility, and Tivoli teams.. Translated technical documentation and emails between Spanish and English for customers, stakeholders, and onshore teams in Spain and LATAM.. Supported production incidents involving ETL batch jobs through log investigation, job-status validation, L2/L3 coordination, and SLA-focused incident closure.. Managed incident activities including CPU utilization, ITM/CTM agents, failed jobs, log checks, user creation, work orders, inventory, and change requests through Remedy.. Coordinated communication between global teams to support project onboarding, operational readiness, and continuity.
Senior Operation Engineer
Monitored enterprise operations, batch jobs, production workflows, and system alerts to maintain service continuity.. Coordinated with SQL, Oracle, Exadata, Middleware, Unix, Wintel, and GSA teams to resolve critical production issues.. Investigated production failures through log analysis, job-status validation, RCA, and coordinated recovery activities.. Monitored servers and systems using Nagios, OEM Legados, Kepler, ANDES, BMC Truesight, What’s Up Gold, Simona, and Control-M.. Managed job scheduling, reruns, on-demand operational activities, and CronCobranza tasks to support timely business processing.. Generated operational reports and analyzed engineering data to identify trends and support process improvements.. Maintained file archiving and AMAS reporting processes, supporting data accuracy and operational continuity.
Procurement – Spanish Language Specialist
Supported Latin American stakeholders through Spanish-language translation and interpretation of procurement, legal, financial, employee-benefit, and IT terminology.. Coordinated with strategic buyers and requesters across the Latin American Division on insurance categories, quotations, contract negotiations, and payment terms.. Managed service requests, purchase orders, payments, PR-to-PO conversions, purchase-order amendments, bank transfers, and fund allocations using Oracle Fusion tools.. Coordinated with IT help desk and cross-functional teams to clarify cloud-based IT terminology for Latin American and Brazilian stakeholders.. Managed supplier engagement and contract-lifecycle activities including RFXs, SOW completion, supplier data setup, and coordination with P2P, payments, and invoicing teams.. Supported timely vendor-payment and procurement processes through coordination across multiple business functions.. Translated and interpreted Oracle policies, procurement terms, financial regulations, and business documentation across Spanish, Portuguese, and Latin American markets.
Spanish Language Specialist
Managed bilingual customer communication and translated financial and service information for Spanish-speaking customers.. Prepared Spanish-language reports and managed cross-language correspondence for LATAM clients.. Handled credit-card payments over the phone and followed up on outstanding accounts through email.. Supported customer service operations through clear Spanish-English communication and timely follow-up.