Open to opportunities

RAFAEL ANDRES RECARTE FRANCO

@rafaelandresrecartef

Support Engineer with 10+ years resolving complex fintech and cloud incidents through automation, forensics, and clear root-cause communication.

Peru

Message

What I'm looking for

I’m looking for a remote-first team where I can own incident response and production forensics, automate reporting and troubleshooting, and partner with engineering using Jira-driven workflows, observability tools, and strong root-cause documentation.

I’m a Support Engineer with 10+ years resolving complex technical issues across fintech, cloud infrastructure, and enterprise IT environments. I’m known for diagnosing multi-layered system failures and clearly communicating root cause findings to both technical and non-technical stakeholders.

At Lucky Financial, I resolve 6,046 Jira tickets with a 99.2% resolution rate, managing high-priority and escalated cases across payments, KYC, card lifecycle, and wallet systems. I conduct production forensics across Azure cloud and distributed NestJS microservices, including tracing failure chains across services to unblock impacted users.

I automate KPIs and reporting using Python (pandas, matplotlib) and build automation scripts with PowerShell and SQL scripting to speed up investigations and enable targeted fixes without service downtime. I also author technical investigation runbooks and root cause documentation that translate production findings into actionable guidance.

Previously, I served as the sole IT owner for ~95 users across 4 LATAM countries, automating device provisioning with PowerShell and Microsoft Intune Autopilot and managing Azure AD and Azure Key Vault. Earlier roles strengthened my L2 support expertise through SSL/PKI lifecycle management for 521+ enterprise clients and infrastructure support across bank branches using platforms like Avaya/Nortel and Citrix.

Experience

Work history, roles, and key accomplishments

Current

Senior Backend Support Engineer

Current

Lucky Financial (Lucky App)

Jan 2022 - Present (4 years 5 months)

Resolved 6,046 Jira tickets with a 99.2% resolution rate while managing high-priority payments, KYC, card lifecycle, and wallet cases on a live fintech platform. Diagnosed Azure SQL and distributed NestJS microservice incidents, performing production forensics that unblocked 13 users and created runbooks adopted by the support team.

Azure SQL NestJS New Relic Root Cause Analysis Event Queue Troubleshooting

IT Analyst (Sole IT Owner)

Hasbro Peru S.R.L.

Oct 2021 - Jul 2022 (9 months)

Served as sole IT owner for ~95 users across 4 LATAM countries, resolving ~2,150 support tickets over 10 months as the single point of contact for incidents and service requests. Automated device provisioning with PowerShell and Microsoft Intune Autopilot, administered Azure AD and Azure Key Vault, and produced IT user/admin guides to reduce repeat requests.

IT Support Powershell Scripting Microsoft Intune Autopilot Autopilot Device Provisioning Azure Active Directory Azure Key Vault IT documentation

L2 Technical Support (SSL/PKI)

Peru Media Security S.A.C.

Sep 2020 - Apr 2021 (7 months)

Managed SSL/PKI certificate lifecycle for 521+ enterprise clients across Peru and Chile, including banking and government organizations. Resolved escalated PKI incidents with Sectigo, DigiCert, and Entrust and delivered TLS certificate deployments on IIS, Apache, Tomcat, JBoss, and nginx with installation documentation used as a reference standard.

SSL TLS Certificate Troubleshooting Freshdesk IIS Apache Tomcat Nginx PKI Vendors (Sectigo DigiCert Entrust)

Infrastructure L2 Technical Support

Banco de Comercio Perú

Jan 2016 - Jan 2019 (3 years)

Provided L2 infrastructure support for bank branches across Lima and provinces via RDP and on-site visits, resolving hardware, networking, DNS, and application incidents for branch operations. Configured and maintained Avaya/Nortel PBX, Citrix terminal infrastructure, and AS400/SWIFT banking systems while tracking incidents end-to-end in IBM Control Desk MAXIMO and Remedy to maintain SLA disciplin

L2 Infrastructure Support RDP Citrix AS400 system Swift

Education

Degrees, certifications, and relevant coursework

Universidad César Vallejo

Professional Degree in Systems Engineering, Systems Engineering

Earned a Professional Degree in Systems Engineering from Universidad César Vallejo.

Universidad César Vallejo

Bachelor of Science in Systems Engineering, Systems Engineering

Earned a Bachelor of Science in Systems Engineering from the Faculty of Engineering and Architecture at Universidad César Vallejo.

ISIL — Instituto de Educación Superior San Ignacio de Loyola

Technical Professional Degree in Computer Science and Information Technology, Network and Communications Engineering

Completed a Technical Professional Degree in Computer Science and Information Technology with a specialization in Network and Communications Engineering at ISIL (issued by the Ministry of Education, Republic of Peru).