Thalia Zaldivar

Provided Tier 1 application and technical support for enterprise retail clients using cloud-native POS software, managing incident lifecycles via Jira. Conducted deep-dive technical investigations using GCP Logs, device backups, local databases, and event logs to diagnose complex transaction and software defects.

Led IAM workflows, overseeing user provisioning/deprovisioning across systems, shared mailboxes, distribution lists, and elevated security folders. Monitored queue management, ticket routing, and escalation paths, ensuring strict adherence to contractual SLA targets.

Delivered Tier 1 & Tier 2 security access support across production and non-production environments, including Oracle Database user access audits. Consistently achieved a 93%–97% SLA compliance rate without breaching SLA targets; recognized as top performer in the unit.

Provided remote and multi-channel technical support (calls, chat, Jira) for internal employees and LATAM regional offices. Partnered directly with software developers to log system bugs, test patches, and document technical solutions for proprietary applications.

Provided on-site hardware/software support for warehouse operations and technical laboratories, maintaining a 90%–95% KPI performance score. Project Lead for lab expansion: successfully prepped, deployed, and configured 150 PCs and Zebra industrial printers within tight project deadlines.

Provided support assistance as a trainee at LG Electronics Mexico.

Completed an IT traineeship at Colgate-Palmolive Mexico.

Completed an IT traineeship at Movile Mexico.

Pursued a degree in Computer Systems Engineering at Universidad Tecnológica de México (UNITEC).