Michael Rojas
@michaelrojas
API-focused Technical Support Engineer skilled in Python automation and SaaS troubleshooting.
United StatesWhat I'm looking for
I am an IT professional specializing in API and SaaS technical support, with hands-on experience debugging APIs, automating workflows with Python, and analyzing logs to find root causes. I built a full troubleshooting lab that replicates real support workflows, created reproducible tickets, developed automation for latency testing and parsing, and published the project on GitHub.
I have supported high-volume environments and enterprise customers across VPN, Active Directory, Office 365, server hardware, and monitoring tools, working with ITIL-based processes and SLAs. I prioritize clear documentation, fast resolution, and knowledge sharing to reduce repeat incidents and improve team performance.
Experience
Work history, roles, and key accomplishments
PLBuilt a SaaS-style troubleshooting lab, created 13 reproducible support tickets, developed Python automation for latency testing and log parsing, and documented root causes and resolutions.
Technical Support Engineer
GE Digital
Resolved VPN, RSA, Active Directory, Office 365, encryption, and Windows issues for remote users while maintaining strong first-call resolution metrics and using ServiceNow and LogMeIn.
HPTechnical Support Engineer
Diagnosed server hardware issues (Gen1–Gen8), performed remote troubleshooting and log analysis, and supported HP tools under SLA and ITIL-based workflows.
Founder / Manager
The Caffeine Spot
Managed operations, customer communications, logistics, and problem solving for a small business, improving service delivery and operational efficiency.
Technical Support Specialist
ADRA Enterprise
Investigated monitoring and application issues for global customers, performed diagnostics, and coordinated with international teams to restore service.
Customer Service Team Lead
Global Services
Handled high-volume support calls, de-escalated customer issues, coached teammates, and implemented quality improvements to drive performance metrics.
Education
Degrees, certifications, and relevant coursework
ITIL v4 Certification
Certification, IT Service Management
2019 - 2019
Obtained ITIL v4 certification to support IT service management best practices.
CompTIA Cloud Essentials
Certification, Cloud Fundamentals
2018 - 2018
Earned CompTIA Cloud Essentials certification covering cloud concepts and business value.
MCMiami Dade College
Associate of Science, Information Technology
Completed an Associate of Science in Information Technology focused on practical IT skills and support workflows.
Cisco CCNA Courses
Coursework, Networking
Completed Cisco CCNA Courses 1 and 2 covering networking fundamentals and routing and switching concepts.
Linux Administration Certifications
Certification, Linux Administration
Completed Linux administration certifications focused on system management and command-line proficiency.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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