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Pablo Veloso

@pabloveloso

Application support technician at Technicost maintaining a financial web application and audit-ready documentation for ISO certification audits.

Canada

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What I'm looking for

I'm building toward a career in IT security and compliance.

At Technicost, I independently support a client-facing financial web application used by Desjardins and National Bank clients. I handle T1/T2 requests and maintain a Python-based email-to-Jira automation tool.

I prepare audit-ready documentation in Jira and Confluence, helping the team pass its ISO certification audits. I also maintain accurate support ticket data for monthly reporting, contributing to a reduction in repeat tickets.

Earlier, as an IT Technician Intern at Couche-Tard / Circle K, I provided Level 1 support to store employees across Canada and the United States. My electronics and telecommunications training included PCB design, assembly, and circuit testing.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician / Application Administrator

Current

Technicost

Jan 2023 - Present (3 years 9 months)

Provide T1/T2 technical support for a client-facing web application used by banking clients, handling around 40 requests per month and resolving roughly 75% without escalation. Maintain audit-ready documentation in Jira and Confluence, helping the team pass ISO certification audits.

Tier 1 2 Support Incident Management Jira Confluence Python Data Analysis Excel SQL ISO 27001

IT Technician Intern – Level 1 Support

Couche-Tard / Circle K

Jan 2023 - Dec 2023 (11 months)

Delivered Level 1 technical support to over 50 store employees across Canada and the United States, logging and triaging incidents and escalating complex cases to Level 2. Maintained around 90% SLA compliance across assigned tickets.

Level 1 Support Incident Triage SLA Compliance Customer Support

Store Manager / Sales Representative

Telus / Koodo

Jan 2018 - Dec 2022 (4 years 11 months)

Diagnosed and resolved technical issues on mobile devices for walk-in and phone customers. Managed inventory, staff scheduling, and product sales, consistently meeting targets.

Technical Support Mobile Devices Inventory Management Staff Scheduling Sales

Education

Degrees, certifications, and relevant coursework

Cégep de Saint-Laurent

DEC, Electronics Technology – Telecommunications

2018 - 2022

Completed a DEC in Electronics Technology with a focus on Telecommunications, including coursework in electronics, networking, and programming, and practical projects in PCB design and circuit testing.