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Maria Julia

@mariajulia

Technical support professional at Meta via Genpact, using SQL and Excel to investigate workflow issues and inform product improvements.

Ireland

Message

At Meta (via Genpact), I provide Tier 2 support for high-volume operational workflows, investigating bugs and escalating complex issues to product, engineering, or policy teams. I analyse workflow data in SQL and Excel to identify root causes and inform product and process improvements.

I also synthesise data into weekly metrics and executive reports, and audit guidelines to standardise operational documentation across teams. I partnered with Policy, Legal, and Engineering on product launches and red team exercises.

At Viva! Viagens, I acted as a technical lead for Tier 1 and Tier 2 support, troubleshooting system faults and CRM anomalies. I worked with developers on tool fixes and translated technical workflows into clear guidance for end users.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Specialist

Current

Genpact

Oct 2025 - Present (1 year)

Provided Tier 2 support for Meta, investigating and resolving bugs in high-volume workflows. Escalated complex issues to engineering and policy teams, analyzed data with SQL and Excel, and led documentation standardization.

Tier 2 Support Troubleshooting Escalation Management SQL Excel Data Analysis Root Cause Analysis SLA Management Documentation Cross Functional Collaboration

Customer Service Assistant

Compass Group

Dec 2024 - Oct 2025 (10 months)

Provided front-line technical and operational support in a corporate environment. Resolved stakeholder issues rapidly and coordinated daily workplace operations.

Customer Support Technical Support Operations Coordination Communication Skills

Technical Support Lead and Customer Advisor

Viva! Viagens

Nov 2022 - Nov 2024 (2 years)

Acted as technical lead for Tier 1 and Tier 2 support, troubleshooting system faults and CRM anomalies. Translated complex workflows into clear guidance for non-technical users and collaborated with developers on tool fixes.

Technical Support Troubleshooting CRM Customer Advisory Remote Support Database Management Collaboration

Operations Coordinator

TAGE Food Distribution

Mar 2019 - Aug 2022 (3 years 5 months)

Managed logistics documentation, stock metrics, and inventory data to optimize supply chain flow. Monitored inventory records to prevent discrepancies and support accurate reporting.

Logistics Inventory Management Data Analysis Supply Chain Reporting