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Gersson
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Competencias
Demonstrated experience with HTML5.
Demonstrated experience with CSS3.
Demonstrated experience with JavaScript.
Demonstrated experience with REST.
Demonstrated experience with EmailJS.
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Resumen
Professional profile
Experiencia
IT Service Desk Specialist — AI Enablement
Manage end-to-end IT support queue via ServiceNow, applying ITIL best practices to prioritize, triage, route, and resolve tickets — consistently meeting SLA targets.. Monitor Azure and AWS virtual machines across production environments, maintaining 99.9% uptime and leading rapid incident response for P1/P2 events.. Rebuilt the IT Knowledge Base in SharePoint, reducing repeat ticket volume by improving self-service documentation coverage.. Own new-hire IT onboarding: Entra ID provisioning, permissions management, and technical workflow coaching for incoming staff.. Leverage AI tooling and prompt engineering to accelerate service desk workflows and support documentation generation.. Handle IT support and resolution for clients across multiple countries daily, coordinating with international stakeholders across different time zones.
IT Configuration Specialist
Conducted end-to-end functional testing of the Intelligrants application, covering workflows, user management, permissions, and forms — logging changes as ITSM-aligned testing items through Azure DevOps for full traceability.. Built custom validation logic using T-SQL and RegEx to improve data integrity across client-facing application pipelines.. Managed Azure DevOps task boards and test plans, coordinating execution oversight and tracking delivery against sprint goals.. Diagnosed and resolved recurring system bugs in HTML-based applications, reducing downtime incidents for end users.
Local IT Engineer
Sole on-site IT owner for the Cartago office (100+ users): hardware, software, networking, and escalation path for all Tier 1–3 issues.. Coordinated vendor relationships for equipment procurement and complex Tier 3 resolution, maintaining SLA compliance.. Executed system backups, security patching, and routine maintenance to ensure data integrity and regulatory compliance.. Managed hardware procurement end-to-end: raised purchase orders with pre-approved vendors for role-specific device standards.
Azure Monitoring & Automation Engineer
Resolved complex Azure support cases across Networking, Virtualization, and App Services as a specialist-tier engineer.. Authored PowerShell Runbooks and KQL queries to automate telemetry monitoring, alert management, and resource cleanup.. Managed Azure subscription operations and delivered outbound technical consultations, consistently exceeding performance KPIs.