Silvia Peralta Lopez
@silviaperaltalopez
Technical Support Engineer | Incident Management | Root Cause Analysis | SaaS & Enterprise Support | AWS Certified Cloud Practitioner
Costa RicaWhat I'm looking for
Technical Support Engineer with 6+ years of experience supporting enterprise applications, troubleshooting complex system issues, and managing high-severity incidents in fast-paced environments. Experienced in incident management, root cause analysis, escalation handling, SLA compliance, and cross-functional collaboration with Engineering and Product teams.
At Amazon, I supported enterprise partners, handled Sev1/Sev2 incidents impacting availability, investigated software defects, and contributed to faster issue resolution and service reliability improvements. I also build workflow automation scripts, create technical documentation, and support QA/UAT and process improvement initiatives.
Skilled in technical troubleshooting, operational support, cloud fundamentals, and customer communication, with an AWS Certified Cloud Practitioner certification.
Experience
Work history, roles, and key accomplishments
Managed a high-volume queue of 25–30 weekly enterprise support cases, resolving complex incidents across multiple production services. Led Sev1/Sev2 response efforts and restored service within 1 hour frequently and within 24 hours consistently, while performing root cause analysis and preventing recurrence.
Executed QA testing for internal systems and interfaces, identifying and reproducing technical issues in collaboration with developers and QA teams. Supported testing process improvements and updated documentation to improve operational consistency.
Processed and validated data for machine learning workflows while maintaining quality and accuracy standards. Contributed to UAT testing and quality validation, reported system issues, and supported internal tool improvement initiatives.
Support Technician
Hewlett Packard Enterprise / DXC Technology
Feb 2016 - Jan 2019 (2 years 11 months)
Provided remote enterprise technical support for hardware and software issues, performing troubleshooting, incident management, and root cause analysis. Collaborated with cross-functional teams to resolve escalated technical cases and restore service.
Education
Degrees, certifications, and relevant coursework
Universidad Fidélitas
Bachelor’s Degree, Computer Systems Engineering
Bachelor’s Degree in Computer Systems Engineering (in progress), expected to complete in June 2028.
Vocacional Monseñor Sanabria
High School Diploma, Electronics Technician
High School Diploma with a vocational specialization as an Electronics Technician.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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