At Fractalia, I plan staff schedules, prepare service-level agreements for review committees, and track performance indicators to identify corrective actions and opportunities to improve operations.
I also train teams in LAN, WAN, MPLS, and FTTH processes and support operational coordination. My work includes following SLA compliance, service continuity, and incident response times.
At XDC - Xorex de Colombia, I trained teams in network operations and incident handling, and supported first-level engineers with technical support, tools, and customer service. I followed incidents through resolution and contributed to service quality and customer satisfaction indicators.
Earlier, at Microhome, I monitored SQL databases and ETL processes, generated dashboards, and performed backups and data restoration. At Cobra, I supported corporate telecommunications services, tracked incidents in BMC Remedy, and coordinated technical troubleshooting to help meet SLAs.
