Gabriel Lemaitre GranADOS
Desamparados,SJ
Summary
Energetic problem-solver with knack for uncovering system vulnerabilities and positive attitude. Possesses solid understanding of network security principles and proficient in using tools like Metasploit and Wireshark. Committed to enhancing cybersecurity measures and reducing potential threats.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT ENGINEER APPLICATIONS (MIDDLEWARE ADMIN)
Kaiser Permanente
03.2025 - Current
- Assisted in the deployment of software updates, minimizing downtime during transitions.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members (Confluence).
- Contributed to the establishment of IT policies and best practices aimed at ensuring consistent service quality across all departments.
- Enhanced cybersecurity with the implementation of robust security protocols and risk management practices.
- Data base updates, scripting integration and deployments in over 10 environments (SQL developer and Linux).
- Web server administration for Kaiser native applications focused on performance and availability (Linux).
- Process automation for several tasks performed in deployments and regular support (Python).
- Incident and change management for critical issue in production and non productive environments. (Linux)
- System administration for various application servers (Linux).
- Collaborated with cross-functional teams to integrate new technologies into existing systems.
- Developed and implemented IT solutions to enhance system efficiency.
TECH SUPPORT ANALYST SME
Kaiser Permanente
03.2024 - 03.2025
- Provided technical support for remote health monitoring products, troubleshooting application and system issues through ServiceNow.
- Communication bridge between development teams and first line teams.
- Implemented documentation and automation processes to improve technical support efficiency.
- Subject Matter Expert (SME) on web support field and main knowledge point for tier 1.5 composed by 35 agents.
- Resolved technical issues for end-users across multiple platforms and devices.
- Documented support processes to enhance knowledge base and improve team efficiency.
- Provided training sessions for staff on new software and system updates.
- Analyzed support ticket trends to identify areas for system improvements.
- Resolved complex technical issues for clients, enhancing overall system performance.
TECH SUPPORT TECHNICIAN
Kaiser Permanente
06.2023 - 03.2024
- Provided timely technical support via phone, email, and in-person interactions.
- Developed documentation for troubleshooting procedures and best practices.
- Expedited issue resolution with thorough diagnostic testing methods before escalating problems to higher-level support staff.
- Assisted with installation and configuration of new applications and systems.
- Basic support to technical challenges customers may face such as password resets.
- Diagnosed and resolved hardware and software issues for end-users across multiple platforms.
- Conducted training sessions for staff on new technologies and software updates.
Education
Bachelor of Science - Software Engineering - Cybersecurity Focused
Universidad Fidélitas
San Pedro, SJ04.2026
Skills
- Operating systems: Linux, Windows and MacOS
- Coding languages: Python, Java, SQL, PowerShell, Bash
- Leadership
- Cisco CCNA: TCP/IP protocol, Firewalls
- AWS basic/mid familiarity
- IT problem management
- System administration: Troubleshooting and diagnosis
- IT documentation
- Cybersecurity expertise: Cybersecurity frameworks, Data encryption
- Penetration testing: Ethical Hacking
Certification
- Cisco CyberOps, 2025
- Splunk Introduction to Splunk SOAR, 2024
- Cisco Linux II, 2024
- Cisco Introduction to Internet of Things, 2025
- Cisco Enterprise Networking, Security, and Automation, 2024
- Scrum Fundamentals, 2024
Accomplishments
- Consolidated multiple medical record systems during a major acquisition, merging databases into a unified structure that reduced operational costs and improved data accessibility for both internal teams and customers., 03/01/25 - 09/01/25
- Improved cross-departmental communication as a Subject Matter Expert (SME), reducing average response time from 3 weeks to 4 business days, enhancing workflow efficiency across development and customer-facing teams., 06/01/24 - 03/01/25
- Led a multi-team project to create an integrated company-wide knowledge base, enabling synchronized customer support responses, boosting CSAT scores, and minimizing SLA-related financial penalties., 08/01/23 - 03/01/24
- Trained global engineering teams in Costa Rica and India on standardized support solutions, which contributed to the expansion of roles in Global Capability Centers (GCCs) and supported company-wide cost reduction during a restructuring phase., 10/01/23 - 01/01/24
Languages
Spanish
Native language
English
Advanced
C1
French
Elementary
A2
Timeline
IT ENGINEER APPLICATIONS (MIDDLEWARE ADMIN)
Kaiser Permanente
03.2025 - Current
TECH SUPPORT ANALYST SME
Kaiser Permanente
03.2024 - 03.2025
TECH SUPPORT TECHNICIAN
Kaiser Permanente
06.2023 - 03.2024
Bachelor of Science - Software Engineering - Cybersecurity Focused
Universidad Fidélitas