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Marcos Soto

@marcossoto

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ServiceNow Developer at IPSUM building multilingual Virtual Agent topics and NLU models for enterprise clients.

Mexico

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At IPSUM, I develop ServiceNow solutions for enterprise clients including Laureate, Peñoles, Skandia, Vanti and Río Grande Foods. I build and maintain Virtual Agent topics and multilingual NLU models, and configure Flow Designer automations and Service Portal components.

At Grupo AXO (FullPrice), I monitor production data operations and built Rundeck Watcher to send job-failure notifications. I also automated the Zoho shift log, replacing 3–4 hours of manual weekly data entry with generated CSV/Excel output. Earlier, at Hopewell System, I built a Java Spring Boot and Angular platform for tracking virtual machine usage and billing.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Developer

Current

IPSUM

Jan 2026 - Present (10 months)

Develop and configure ServiceNow solutions for enterprise clients, including Virtual Agent topics, NLU models, Flow Designer automations, and Service Portal components. Also author technical documentation and run UAT/QA validation cycles.

ServiceNow Virtual Agent NLU Flow Designer ACLs Domain Separation Service Portal Now Mobile UAT QA

Current

BI Production Support / Data Operations Analyst

Current

Grupo AXO

Dec 2020 - Present (5 years 11 months)

Monitor scheduled jobs and dashboards across Pentaho, New Relic, Rundeck, and Power BI, supporting POS sales-data pipelines. Triage failures by business criticality and deliver status reports to stakeholders.

Pentaho New Relic Rundeck Power BI Data Operations Incident Triage Automation Zoho

Customer Support (English)

Press One

Oct 2024 - Jan 2025 (3 months)

Provided live phone and email support in English for a consumer products company, resolving subscription, order, billing, and account issues.

Customer Support English Communication Skills Problem Solving

Full-Stack Developer

Hopewell System

Jan 2020 - Oct 2023 (3 years 9 months)

Built a VM consumption quoting platform with Java Spring Boot and Angular, and a document management system in .NET/C#. Also migrated a WordPress site to React.