Álvaro Martínez López

• I was in charge of collecting medical information related to patient treatments, medical records, insurance, appointments, and physician's information through contacting nurses and personal doctor's patients, following the accounting cycle process, invoicing, accounting entries and CXP

• I was in charge of operational support and rapidly responding of escalating issues
• Also, part of one or more IP Internet working, LAN and WAN, including switching configuration, expertise voice technologies, Multicasting IPv4 and IPv6, OSI model, Routing protocols EIGRP, OSPF, Unified Communication
• Besides, I was supporting virtual networking troubleshooting with the high voice over IP connection and phone systems and setup configuration
• In addition, Maintainance networking equipment and systems including routing and switching to ensure proper performance, develop and implement solutions for clients by maintaining quality service and Network engineering

• In charge of escalating complex or atypical cases to higher-level technical support such as networking, VPN connections, token setup and configuration, active directory configuration, authentication, backup, and recovery
• Additional functionalities:
• - Onboarding and Training process
• - Customer satisfaction improvement reports
• - Knowledge base update process and implementations
• - Ticketing system upgrades
• - SLA's Reports
• - Validation, monitoring and analyze polices, supply business, rules, and procedures
• - Provide procedural improvements
• - Among others
• I became the SME (Subject Matter Expert) for one of the most important accounts of the company in less than a year as a technical support engineer at Kyndryl
• I integrated an entirely new program system process for technical process management, saving time and a lot of wasted money for the company in a critical situation, being reward with an economic compensation and bonuses at Kyndryl
• Also, I was promoted two times as a Technical Support Specialist Tier II for enterprise business accounts in less than a year, being also part the Quality Assurance team for over a year at Movate
• I won three times employee of the month continuously at UCB for best performance, problem solver and customer service satisfaction

In charge of delivering technical support L3, and troubleshooting for high-profile clients, maintaining strong relationships and delivering prompt resolutions, where some of the main responsibilities lies to:

-Develop and maintain Webhook integrations to streamline real-time data processing between internal and client systems.
-Manage and secure API access through AppToken authentication, ensuring robust and secure data transactions.
Design and implement API integration solutions for Tier 1 and enterprise clients, optimizing data flows and ensuring seamless connectivity.
-Create and execute Superset SQL queries to generate insightful reports and visualizations, driving data-driven decision-making.
-Automate routine tasks and complex processes using Bash (bin/bash), Python and Zsh (bin/zsh) scripting to enhance efficiency and reduce manual effort.
-Analyze and monitor application performance through Kibana logs, implementing proactive measures to minimize downtime and resolve incidents promptly.
-Manage and secure API access through AppToken authentication, ensuring robust and secure data transactions.
-Collaborate with cross-functional teams to develop scalable solutions tailored to client needs, maintaining high standards of quality and performance.