Alison Hernández Ulloa
Concepción, La Unión,Costa Rica
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
7
7
years of professional experience
Work History
AI LLM Technology Architecture Analyst
Accenture
09.2021 - Current
- Provided advanced technical support for an internal enterprise software platform "ASPIRE", facilitating seamless content acquisition (via connectors) and content publishing/indexing (via publishers) across diverse repositories, including: File System, SMB / FTP, Amazon S3, Azure Blob/File Storage, Database Server / RDB, SharePoint 2019 / SharePoint Online, ServiceNow, Aspider (REST API), Selenium Web Crawler, LDAP for Identity and Group Expansion.
- Led and managed all technical phases of the migration process for external customers under a Managed Service contract, including installation on new infrastructure. Responsibilities included upgrading the enterprise software platform and associated dependencies, such as Maven, Elasticsearch, OpenSearch, Zookeeper.
- Designed, developed, and deployed a custom UI/UX application using Angular to support the migration process.
- Set up monitoring tools like Kibana and Grafana to track performance metrics.
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Provided support for web servers configuration and maintenance activities.
- Implemented systems automation using scripting languages like Python and Bash.
- Configured, managed, and monitored cloud-based services such as AWS EC2 using Terraform.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Team Leader
Tek Experts
06.2019 - 09.2021
- Established clear expectations for employees, providing guidance when needed.
- Delegated tasks to team members to optimize group productivity.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Developed strategies for problem solving and conflict resolution among team members.
Software Support Engineer - Second Level
Tek Experts
02.2018 - 09.2021
- Experience in Mobile Platform Testing: Proficient in testing mobile platforms and resolving product integration issues involving UFT One, UFT Developer, UFT Mobile, ALM, Azure DevOps, TFS, Jenkins, and Appium Desktop.
- Technical Issue Resolution: Skilled in analyzing, diagnosing, and resolving issues related to installation, licensing, configuration, connection, and performance on the customer side. Expertise includes handling tools like UFT One, UFT Developer, UFT Mobile, Autopass License Server, and Service Virtualization.
- Troubleshooting and Technical Knowledge: Acquired in-depth knowledge to perform basic troubleshooting using a variety of technologies and add-ins, including Java, Oracle, Terminal Emulator, QT, Visual Basic, Mobile, UI Automation, .NET, WPF, and Web.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
- Resolved escalated tickets in a timely manner to ensure customer satisfaction.
- Analyzed system logs and performance metrics to proactively identify and mitigate potential issues.
- Collaborated with development teams to identify and resolve defects quickly.
- Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
Education
Bachelor of Science - Computer Engineering
UACA
01.2017
Cisco CCNA -
Universidad Fidelitas
01.2013
High School Diploma -
Conbi College
01.2012
Skills
- CISCO CCNA - Network Fundamentals
- CISCO CCNA - Routing Protocols and Concepts
- CISCO CCNA - LAN Switching and Wireless
- CISCO CCNA - Accessing the WAN
- Java / Python / Bash / Angular
- Apache / Apache Felix
- Oracle / MSSQL / MYSQL / NoSQL
- Operating systems upgrades and patching
- Linux and Windows Server shell management
- Cloud Virtualization (AWS, GCP)
- Remote Access (SSH, RDP)
- CI/CD (Jenkins, Bitbucket)
Languages
- Spanish, 100%, Native
- English, 90%
Timeline
AI LLM Technology Architecture Analyst
Accenture
09.2021 - Current
Team Leader
Tek Experts
06.2019 - 09.2021
Software Support Engineer - Second Level
Tek Experts
02.2018 - 09.2021
Bachelor of Science - Computer Engineering
UACA
Cisco CCNA -
Universidad Fidelitas
High School Diploma -
Conbi College
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