Joshua Quesada Garcia
SUpport and SRE Engineer
Desamparados,SJ
Summary
Bilingual IT Support Engineer with over 2 years of experience delivering exceptional Tier 1 and Tier 2 support in dynamic SaaS environments. Proficient in troubleshooting Windows and Linux systems, with a strong focus on incident resolution and effective customer communication through email, chat, and phone interactions. Knowledgeable in monitoring tools and automation processes, with expertise in Openshift,Akamai CDN, HTTP protocols, and cybersecurity fundamentals. A collaborative team player dedicated to continuous learning and committed to providing reliable technical support that enhances user satisfaction.
Overview
2
2
years of professional experience
3
3
Certifications
Work History
Freelance Monitoring/SRE Engineer
NORWEX
2024.06 - Current
- Provided technical support to global enterprise users via email, chat, and remote sessions, ensuring efficient service delivery aligned with SLA/SLO requirements.
- Diagnosed and resolved hardware, software, and network issues across Linux-based environments, maintaining system reliability.
- Configured and maintained applications and monitoring tools to enhance system performance and availability.
- Participated in on-call rotations within a 24/7 global support model, responding to high-priority incidents.
- Automated routine tasks using Python and Bash, significantly improving incident response times.
- Documented technical issues and resolutions using GitHub Pages and internal knowledge management tools.
- Collaborated with developers and cross-functional support teams to troubleshoot and resolve production incidents.
- Managed containerized workloads with Kubernetes, optimizing infrastructure scalability and efficiency.
- Maintained IT asset inventory and contributed to process standardization initiatives.
Education
High School Diploma -
San Antonio High School
Costa Rica2024-11
Bachelor of Science - Computer Science
UNED
San JoseSkills
- Client satisfaction & expectation management
- Incident resolution & documentation
- Shell scripting & SQL
- Programming: Python and Java fundamentals
- Networking fundamentals
- Bilingual communication (English B2/Spanish native)
- Windows & Linux OS troubleshooting
- Openshift and Kubernetes fundamentals
Certification
- Certification IBM Cloud Essentials
- Certification Introduction to Cybersecurity Cisco
- Certification Cloud Essentials
Timeline
Freelance Monitoring/SRE Engineer
NORWEX
2024.06 - Current
High School Diploma -
San Antonio High School
Bachelor of Science - Computer Science
UNED