At Instituto Nacional de Aprendizaje (INA), I delivered chat, phone, and web portal support to institutional users, resolving software incidents. I used Browser DevTools, log inspection, and API endpoints to help distinguish software defects from configuration errors before escalation.
I also authored and maintained KCS knowledge articles to support self-service and reduce repetitive cases. I worked with engineering and product teams on case documentation, root cause analysis, and reproduction steps.
Previously, as an Infrastructure & Technical Support Assistant at Castillo Country Club, I helped users with web tools, network access, and authentication issues. I analyzed case trends and recommended workflow improvements.
