Javier Gerardo Mora Alvarado
Heredia
Summary
Dynamic SaaS Support Engineer with a proven track record at OpenText, excelling in problem resolution and customer service. Adept at collaborating with cross-functional teams to enhance operational efficiency and streamline processes. Recognized for developing comprehensive documentation and training junior engineers, fostering a culture of teamwork and continuous improvement.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
Work History
SaaS Ops APM/OpsBridge
OpenText
07.2023 - 07.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
SaaS BSM/Appulse Support Engineer
Microfocus
05.2019 - 08.2023
- Troubleshot complex software issues to enhance customer satisfaction and operational efficiency.
- Collaborated with cross-functional teams to streamline product deployments and support processes.
- Developed comprehensive documentation for troubleshooting procedures, improving team knowledge base accessibility.
- Led initiatives to optimize incident response times, reducing resolution delays through proactive measures.
- Collaborated with outside departments to implement system-wide improvements.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Managed critical incidents to minimize downtime and business impact.
- Assisted in migration of support systems to cloud, improving scalability and reliability.
HPE SaaS BSM/UCMDB/Appulse Support Engineer
HPE Software
11.2014 - 05.2019
- Resolved technical issues by providing timely support to clients and internal teams.
- Collaborated with cross-functional teams to enhance product performance and user satisfaction.
- Developed troubleshooting documentation to streamline resolution processes for common issues.
- Trained junior engineers on system functionalities and customer service best practices.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Participated in on-call rotations to provide 24/7 support, ensuring continuous system availability.
- Collaborated with development team to identify and fix software bugs, improving product reliability.
HP Software Support Engineer
Hewlett Packard, HP
11.2010 - 11.2014
- Provided technical support to users, troubleshooting software issues effectively.
- Assisted in documenting user inquiries and resolutions for knowledge base enhancement.
- Collaborated with team members to refine processes for improved response times.
- Engaged in continuous learning of company software tools and systems for better service delivery.
- Mitigated risk of data loss by assisting clients in implementing effective backup strategies for their systems.
Education
Bachiller - Ingenieria En Sistemas De Informacion
Universidad Nacional
Heredia, Costa Rica01-2010
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Excellent communication
- Critical thinking
- Computer skills
- Problem resolution
Music, Video games, Gym
Play flute, Cello, Saxophone, Singing
Play cooperative games with friends to help each other
Enjoy understanding game mechanics to explain them to audience
Personally challenged to train 3 days a week at the gym
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Portuguese
Beginner (A1)
Timeline
SaaS Ops APM/OpsBridge
OpenText
07.2023 - 07.2025
SaaS BSM/Appulse Support Engineer
Microfocus
05.2019 - 08.2023
HPE SaaS BSM/UCMDB/Appulse Support Engineer
HPE Software
11.2014 - 05.2019
HP Software Support Engineer
Hewlett Packard, HP
11.2010 - 11.2014
Bachiller - Ingenieria En Sistemas De Informacion
Universidad Nacional
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