Technical support Engineer

I started in a telecommunication business, assembling computer networks, from the physical implementation until the setting up of networking devices (computers, routers, switches,  VPN’s, and firewall.) It helped me understand the fundamentals of networking.
Later, I worked in financial services outsourcing, managing the computer network, Windows Active Directory server, IP/PBX communication system and accomplishing security standards of managing banking information.
Then, I moved to a non-profit organization as a call center supervisor. Thanks to this role I found out my ability to coach people. I love to develop a growth in my teammates. And also I had the opportunity to work with the software development team as a technical support engineer. with some :
DBA responsibilities.
Requirements gathering for new software services and solving tickets for internal and external customers.
Finally, in my current position as a TSE for a financial Saas, I must assure the response, solution or escalation of tickets within the SLA terms. Something I want to remark and keep with me from this work experience. I learned to strive for excellence, finding the sweet spot between quality and speed and to focus on the things that matter, being in the right place when it matters.
In the process of solving tickets, I use tools such as:
● AWS S3 file hosting
● AWS Cloudwatch, to analyze and interpret logs.
● AWS BATCH, which is our job orchestrator.
● AWS Workspaces.
● Snowflake, our warehouse to query data in production.
● Google Drive suite.
● Microsoft 365.
● Local SQL administrator Table plus.
● JIRA, our project manager software to escalate hotfixes and bugs to the
Dev team and follow ups.
● Handling large amounts of information in .csv, .xlsx, .txt.
● Google Chrome browser debug.
● Master all kinds of situations that arise in operating systems, networking
and even user errors.