Open to opportunities

David Acosta

@davidacosta

Message

I’m a Technical Support Specialist who improves uptime, resolves incidents fast, and streamlines onboarding.

Argentina

Message

What I'm looking for

I’m looking for a role where I can own L1–L3 support and systems stability, hit SLA and first-contact targets, and improve processes through documentation and automation—while collaborating with teams that value strong customer outcomes and continuous learning.

I’m a Technical Support Specialist with 10+ years resolving hardware, software, and network issues in corporate and high-volume environments. I consistently deliver 92% first-contact resolution, strong SLA compliance, and clear process documentation that reduces onboarding time in half.

In my system administrator and tech support role, I resolved 15+ tickets/day across hardware, software, and networking, while cutting L2 escalations by 35%. I managed updates and configurations across 50+ endpoints, maintaining 99.5% SLA with zero unplanned downtime over 12 consecutive months.

I also focus on practical support execution: I authored 20+ network and support procedure documents, installed and configured network printers and peripherals, and supported multi-site corporate clients without service interruptions. In L1 technical support, I improved MTTR to 8 minutes and maintained customer satisfaction 15% above team average (NPS).

Beyond infrastructure support, I bring complementary backend experience from a Junior Backend Developer background—developing REST APIs with Java and Spring Boot. I combine that software understanding with automation/AI tooling to optimize workflows and learn quickly, including ranking 8th out of 350 in the program cohort.

Experience

Work history, roles, and key accomplishments

Junior Backend Java Developer

Globant

Aug 2025 - Nov 2025 (3 months)

Developed REST APIs using Java and Spring Boot to strengthen application architecture understanding for technical support. Used AI/automation to optimize developer workflows, reducing manual effort by ~30% per sprint, and ranked in the top 2% of the program cohort.

Java Spring Boot REST APIs Git Clean Code Agile Development Automation Tools

Team Lead / Supervisor

El Bagual Distribuidora

Dec 2019 - Jun 2025 (5 years 6 months)

Coordinated a team of 8 using weekly KPI tracking, increasing goal attainment by 25% over 6 months. Implemented digital/AI tools for operational planning to save ~6 hours/week in manual reporting and maintained 88% client retention across 120+ active accounts.

Team Leadership KPI Tracking Client Retention Stakeholder Management Process Improvement

System Administrator / Support

Everest Sistemas

Mar 2022 - Jan 2025 (2 years 10 months)

Resolved 15+ tickets/day across hardware, software, and networking, achieving 92% first-contact resolution and reducing L2 escalations by 35%. Managed updates and configurations across 50+ endpoints with 99.5% SLA performance and authored 20+ support/network procedures that cut onboarding from 2 weeks to 5 days.

Network Support TCP IP Windows Server Active Directory

L1 Technical Support Agent

Aegis Sur / Telefonica

Dec 2013 - Aug 2016 (2 years 8 months)

Handled ~60 daily calls for internet and telephony issues, improving MTTR to 8 minutes vs. team average of 14. Diagnosed connectivity and VoIP faults remotely, guiding non-technical users step-by-step while keeping customer satisfaction 15% above team average.

L1 Technical Support Remote Support Connectivity Diagnostics Incident Management Customer Satisfaction