Miguel M.

• Independently resolve medium-to-high complexity technical issues and serve as a point of escalation. • Lead customer triage sessions and working sessions with minimal assistance. • Perform advanced troubleshooting, log analysis, data validation, and product functional diagnostics. • Create and maintain mid-complexity Knowledge Base articles and propose improvements for customer self-resolution. • Communicate directly with SMEs, Engineering, Customer Success, and stakeholders during escalations and high-impact issues. • Manage increased workload efficiently and ensure timely, high-quality issue resolution.

• Triaged and resolved technical issues while meeting SLO targets and documenting solutions following ITIL standards. • Provided Level 1–2 support for enterprise Oil & Gas clients using Salesforce, Jira, and Service Cloud. • Executed PL/SQL queries, validated data, and assisted in debugging and troubleshooting application issues. • Collaborated with Engineering, QCloud, Customer Success, and Delivery Managers to address complex incidents. • Contributed to the Knowledge Base by creating and updating articles on recurring issues. • Participated in on-call rotation and cloud/IT maintenance smoke testing to ensure operational stability.

• Provide support for AI systems (ChatGPT Enterprise), resolving issues related to prompt orchestration, model performance, pipeline failures, and integrations with internal tools. • Collaborate cross-functionally with Product, Engineering, Data Science, and Security teams to identify root causes and drive permanent fixes (RCAs). • Analyze AI/ML outputs, evaluate system behavior, and escalate model-related issues to internal engineering teams when required. • Support the deployment, configuration, and continuous improvement of AI tools and automation workflows. • Lead communication during incidents, providing clear updates, impact assessments, and post-incident documentation. • Improve internal processes by identifying operational gaps and contributing to automation, tooling, and documentation enhancements. • Ensure adherence to change management and incident response standards across global teams.

• Troubleshooting technical incidents across configuration, integrations, user errors, and platform defects. • Performing deep-dive technical analysis to accurately diagnose problems and deliver fast, effective solutions. • Working closely with the Product Support team to define requirements, implement custom configurations, and validate solution designs. • Developing best practices, tools, and workflows to enhance customer value and internal efficiency. • Supporting new initiatives and following established support processes to maintain consistent, high-quality service.

• Delivered fast and effective resolutions, maintaining customer satisfaction levels above 92%. • Worked cross-functionally with Development, Finance, and Operations to ensure smooth information flow and reduce resolution times. • Collected and analyzed customer feedback to drive product and process improvements. • Identified communication gaps across teams and proactively implemented ideas to enhance collaboration and workflow efficiency.

• Participated in the creation of a new CRM system, assisting with requirements gathering, usability considerations, and technical collaboration. • Built and executed test cases to validate platform functionality and ensure alignment with business objectives. • Designed and optimized database and loan management systems using Python, SQL, and Retool, leading to a 15% improvement in data quality and accessibility.

• Maintained open and efficient communication channels with global partners, facilitating seamless collaboration and information exchange. • Managed inquiries from marketing platforms, websites, and direct client prospects, preparing structured reports for internal strategic analysis. • Helped expand the company’s global presence by organizing and participating in international property exhibitions, networking events, and industry gatherings.

• Partnered closely with stakeholders to resolve issues and ensure technical solutions aligned with organizational goals. • Developed internal tools and small programs in Python to automate processes and enhance operational efficiency. • Collaborated with department heads to design and implement solutions using cloud computing and AI, directly supporting business growth. • Led and coached cross-functional teams, building training programs that elevated technical proficiency and improved productivity by 30–40%. • Conducted technology research and competitive analyses, enabling the adoption of innovative solutions that improved efficiency and reduced costs, resulting in a 20% improvement in overall operational effectiveness.

• Troubleshot and resolved system issues using VMware, Citrix, and ServiceNow, contributing to a 25% decrease in customer complaints and a 15% boost in productivity. • Achieved a 95% resolution rate, ensuring minimal downtime and delivering consistent, reliable technical support. • Handled a wide range of technical incidents, including account, system, and application issues for international end users. • Leveraged cybersecurity knowledge to diagnose threats, mitigate risks, and enhance user protection. • Conducted internal cybersecurity training to strengthen organizational awareness and reduce phishing and malware incidents.

• Designed and analyzed electrical systems with AutoCAD and MATLAB, increasing engineering efficiency by 20%. • Performed data analysis with Python and MATLAB to identify improvements and reduce variability by 25%.

• Coordinated maintenance windows, nationwide on-site work, and technical sessions with multiple telecom partners. • Monitored the operational status of telecom lines nationwide and escalated issues proactively. • Managed telecom infrastructure information through IBM Maximo, supporting accurate tracking and incident handling. • Collaborated in data migration efforts, ensuring reliability and system readiness across platforms. • Delivered a key software security project recognized and approved by the Vice President of Engineering.

Russian Government Scholarship Recipient