Juan - Agente Bilingue De Servicio

Experiencia demostrada en SiteScope.

Experiencia demostrada en APM.

Experiencia demostrada en OBM/OMi.

Experiencia demostrada en BSM/RUM/BPM.

Experiencia demostrada en System Health.

Senior escalation owner for enterprise customers running mission-critical monitoring and observability platforms.. Owned L3/SWAT escalation work for high-impact SaaS, monitoring, and integration incidents affecting enterprise customer environments.. Diagnosed failures across SiteScope, APM, OBM/OMi, System Health, monitoring integrations, infrastructure targets, application servers, databases, proxies, and high-availability environments.. Led root cause analysis for REST/SOAP APIs, WSDL/XML, authentication, SSL/TLS, certificates, database connectivity, memory pressure, performance degradation, and platform stability issues.. Supported upgrades, monitoring expansion, memory audits, customer health reviews, and emergency handling for complex enterprise deployments.. Investigated application and infrastructure monitoring issues across WebSphere, WebLogic, Tomcat, SQL Server, Oracle, PostgreSQL, Splunk, WMI, SNMP, SSH, and JDBC/ODBC.. Improved escalation quality and time-to-resolution through clearer diagnostics, stronger routing, better evidence collection, and practical troubleshooting guidance.. Coordinated after-hours emergency work, weekly customer issue reviews, and engineering-facing escalation updates.. Served as trainer, coach, and KCS contributor, helping new hires and peers build support readiness, troubleshooting discipline, and case quality.

Diagnosed connectivity, collection, and monitoring failures involving SNMP, WMI, SSH, JDBC/ODBC, logs, remote administration workflows, and customer infrastructure.. Supported Windows and Unix/Linux environments spanning databases, storage systems, virtual machines, web servers, application servers, and high-availability setups.. Built hands-on depth in WebSphere, WebLogic, JVM behavior, certificates, application monitoring, and server monitoring.. Strengthened triage quality, case documentation, customer communication, and follow-the-sun handoffs for complex support cases.. Became a reliable escalation path for SiteScope and integration-related investigations before promotion into senior SME responsibilities.

Delivered customer-facing support for monitoring configuration, incident triage, remote diagnostics, and operational troubleshooting.. Built core discipline in support workflows, evidence collection, customer updates, case ownership, and enterprise monitoring fundamentals.. Progressed into broader Level 2 troubleshooting responsibilities through consistent technical growth and support execution.