Open to opportunities

William Barquero

@williambarquero

Message

Customer-facing Technical Support Engineer delivering evidence-based API/XML troubleshooting and incident resolution.

Costa Rica

Message

What I'm looking for

I’m looking for a Product/Application Support or SaaS support role where I own incidents end-to-end, analyze API/XML and logs, and partner with engineering to deliver fast, evidence-based resolutions with clear customer communication.

I’m a Customer-facing Technical Support Engineer with 4+ years of experience owning complex incidents in global enterprise environments. I focus on evidence-based investigation, clear customer communication, and fast restoration for production-impacting issues.

At Amadeus, I supported hospitality technology platforms used by 5,000+ hotels worldwide. I investigated application behavior, integrations, connectivity, authentication, and API/XML data flows, using Splunk and Kibana for log analysis to isolate faults and prepare escalation-ready evidence.

I’m strongest in incident triage, escalation management, RCA, and knowledge-base documentation, and I’ve built troubleshooting guides that reduced recurring-case resolution time from approximately one hour to under five minutes. I also collaborated with engineering teams and distribution partners like Expedia and Booking.com, and I bring ITIL-aligned service desk experience from Kyndryl and enterprise endpoint support experience from DXC.

Experience

Work history, roles, and key accomplishments

Consumer Relations Advisor

Procter & Gamble

Oct 2025 - Mar 2026 (5 months)

Managed bilingual customer cases end-to-end by documenting impact, actions, outcomes, and follow-up while meeting defined quality and process standards. Coordinated with internal and escalation teams to resolve complex issues and deliver clear, accurate status updates.

Customer Support Case Management Bilingual Communication Escalation Management Documentation Troubleshooting

Enterprise Technical Support Analyst

Amadeus

Mar 2023 - Aug 2025 (2 years 5 months)

Owned Tier 2 incidents for hospitality platforms supporting 5,000+ hotels, troubleshooting production-impacting issues across applications, integrations, connectivity, authentication, and API/XML data flows. Used Splunk and Kibana log analysis to identify error patterns, isolate faults, and prepare evidence-based escalations, and created troubleshooting guides that reduced recurring resolution tim

Splunk Kibana Troubleshooting API Errors Authentication Debugging Log Analysis

Technical Support Specialist

DXC Technology

Nov 2022 - Feb 2023 (3 months)

Provided enterprise Windows and macOS support via ITIL-aligned incident and request workflows, resolving endpoint, access, configuration, and connectivity issues. Supported Intune-related deployments and escalated unresolved cases with reproduction steps, technical findings, and evidence.

Windows Support MacOS Support Access Configuration Support Microsoft Intune VPN Connectivity Basics

Service Desk Analyst

Kyndryl

Jun 2021 - Nov 2022 (1 year 5 months)

Delivered enterprise Tier 1–2 support for Windows, identity and access, endpoints, and secure remote connectivity, handling user-facing incidents in ServiceNow. Maintained strict SLA, documentation, and compliance through accurate prioritization, troubleshooting notes, and resolution follow-ups.

ServiceNow SLA Management Windows Troubleshooting Prioritization