Oversaw teams in Colombia, US, and India. Improved customer SLAs, streamlined collaboration, and managed support schedules. Provided technical escalation and ensured high-quality customer service.

Led multinational support teams, improved SLAs, managed schedules for 24x6 coverage, distributed tickets by skill, and provided technical help for complex issues. Strong leadership and customer service focus.

Evaluated support quality, enforced standards, and provided technical analysis. Worked remotely in English, collaborating with global teams to enhance support processes.

Promoted for quality as Level 2 support engineer. Analyzed agent-customer interactions, adapted quality standards, and improved customer service. Deep technical case analysis.

Handled database/server maintenance, Linux/Unix monitoring, AWS admin, and technical documentation. Coordinated between Dev and Support, and trained new hires.

Provided Level 2 support for diverse software, maintained databases, resolved complex technical issues, and trained new staff. Led team collaboration and technical documentation.