At Support Your App, I provided L1/L2 technical support for customers and business partners using a cybersecurity SaaS platform. I handled customer interactions across email, live chat, and tickets, maintaining 100% SLA compliance against a 20-minute first-response target.
I used client-provided virtual machines to reproduce issues and test Linux commands. As lead agent for the HubSpot CRM queue, I reviewed pending activity and escalated functionality issues and feature requests to the Software Development team.
At CILAQUIM, I designed and built client websites as an independent contractor, managing projects end to end. I also led a web project for an antibacterial gel product line, delivering the domain setup and online product catalog using Agile practices.
At Softconsulting S.A., I designed and managed data for three financial and operational dashboards for an insurance client, implementing ETL processes and financial formulas. At Banco Pichincha, I built Power BI dashboards with Power Query to track staff turnover and composition OKRs and KPIs.
