Teamlead Ingeniero de soporte técnico

• Support operations. Established dedicated support where developers previously handled all user requests and debugging. Introduced ticket forms, typed intake, Kanban, task priorities and basic SLA/KPI practices; moved requests from chats into a structured workflow for 7,000 internal users. • Team leadership. Manage two L1/L2 support engineers, including engineers handling adjacent software tasks. Own task assignment, workload allocation, training and quality control; participate in hiring and coordinate work with developers. • Product diagnostics. Investigate unexpected behaviour, reproduce bugs, debug issues and prepare actionable development tickets. Translate user scenarios into feature requests, clarify requirements with developers and collect feedback after release. Use Kibana/OpenSearch and browser DevTools for diagnostics. • Team knowledge bases. Researched recurring user workflows and tools; designed and contributed code for team knowledge bases using an existing corporate wiki API. Investigated API calls and structured knowledge-base creation for team leads. Following release, gathered feedback and proposed a switch to JSONL to optimise token use. • Application distribution. Researched accessible installation methods and designed and contributed code for bundled distribution using AppImage, DMG and NSIS. Specified a self-contained runtime and dependencies, removing reliance on user-installed Python. Proposed installer signing; the team delivered a native Tauri dashboard, signed installers and cloud-managed updates. • Agent skills and enablement. Developed a common skills format, review process and bundled authoring helper. Guide employees on LLM capabilities and limits, internal and external MCP, corporate tools, confidentiality and automation scenarios; assist with subions and reimbursement. • Release quality. Drove adoption of CI/CD checks, Git and push rules, clearer developer responsibilities and test gates for builds and deployment. Test weekly releases, report regressions and challenge release readiness when issues remain. Raised feature requests for agent chat and VM automation. • Project stack: Python, React, Vue, Rust, SQL/SQLite. Personal engineering contributions include code written using an agent development environment.

Provide technical and information security support to two public educational institutions, covering networks, cryptographic tools, security and confidentiality under NDA.

• Designed and deployed 1C server infrastructure with MS SQL Server Always On availability groups and PostgreSQL. Planned recovery arrangements and migrated client infrastructure to VK Cloud. • Administered databases: replication, backups, recovery of damaged databases and performance tuning, including query plans and indexes. Troubleshot 1C file-based and client-server deployments and licensing. • Maintained Windows Server/Linux servers, workstations, network equipment and hardware. Configured VPN bridges, routing, firewalls, load balancing, monitoring, Nginx and Apache. • Automated deployment, monitoring, log collection and backups with Python, Bash and BAT.