Open to opportunities

Juan Manuel Gómez Palma

@juanmanuelgmezpalma

Message

Technical Support Lead and SQL specialist improving SLA outcomes for B2B SaaS clients.

Mexico

Message

What I'm looking for

I’m looking to lead B2B technical support where SQL-driven root-cause analysis, proactive monitoring, and clear escalation management are valued—so I can improve SLAs, reduce ticket volume, and build internal automation that creates measurable business impact.

I’m a Support Lead and SQL specialist with 5+ years managing 100+ B2B enterprise clients across SaaS and desktop environments. I apply advanced SQL Server skills daily for root cause analysis, data correction, and performance optimization—keeping first-contact SLA resolution at 95%+ and team SLAs above 94% consistently.

I’ve led SaaS migrations for 60+ enterprise clients, coordinating validation to achieve 99%+ uptime with zero data loss. I also build internal tools using C#/.NET and SQL Server to automate workflows, reduce reactive tickets by 25%, cut manual processing time by 70%, and translate technical findings into clear business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Support Lead

Current

Ekasoft

May 2025 - Present (1 year 1 month)

Oversee production technical support for 100+ B2B clients, maintaining 95%+ first-contact SLA through structured incident management. Led SaaS migrations for 60+ enterprise clients, coordinating validation to achieve 99%+ uptime with zero data loss.

SQL Server SLA Management Incident Management Stored Procedures Escalation Management Process Automation

Fiscal and Billing Support Lead

Ekasoft

Aug 2022 - Apr 2025 (2 years 8 months)

Directed technical support for 50+ B2B enterprise clients, improving SLA metrics by +10% first-contact resolution, +8% overall resolution rate, and +20% NPS satisfaction. Engineered a centralized SQL Server documentation system for 200+ clients and deployed a C#/.NET MVC + SQL Server survey/NPS platform, optimizing feedback workflows by 70%.

SQL Server Technical Documentation Data Auditing Stored Procedures MVC SQL Optimization NPS Root Cause Analysis Process Automation

Support Engineer

Ekasoft

Feb 2022 - Jul 2022 (5 months)

Resolved 70+ monthly production tickets using root cause analysis with SQL Server and SQL Profiler, achieving a 95% first-attempt resolution rate. Streamlined critical reporting by optimizing stored procedures and reduced recurring monthly requests by 20+, while cutting escalation time by 30% through a structured knowledge base.

SQL Server Root Cause Analysis Stored Procedures Performance Tuning Knowledge Base

Implementations Engineer

Ekasoft

Oct 2020 - Jan 2022 (1 year 3 months)

Delivered end-to-end fiscal and billing implementations for 30+ B2B enterprise clients, covering installation, configuration, training, documentation, and troubleshooting. Acted as a liaison between business stakeholders and development teams, translating requirements into actionable technical specifications and improving deployment consistency by redesigning documentation templates.

System Configuration Troubleshooting Technical Documentation Stakeholder Management SQL Server Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Instituto Tecnologico Superior de Valladolid

Bachelor’s Degree in Computer Systems Engineering, Computer Systems Engineering

Grade: 94/100 (highest in cohort); outstanding EGEL exam performance

Earned a Bachelor’s Degree in Computer Systems Engineering, graduating with the highest GPA in the cohort (94/100). Achieved outstanding performance in the EGEL national exam.