Personal Information



País Origen:  Colombia


Spanish: Native

English: Fluent

Italian: Intermediate

Portuguese: Basic

Areas of Experience


Helpdesk Management

Support Analysis (Agile)

Consultant IT projects

SQL Experience

Industrial  Projects

Product/service  support

Customer  Service

Support  (1st/2nd  line)



Multi-skilled engineer with experience working in IT as support and help desk analyst. Also experience managing technological projects. I am certified on SCRUM fundamentals, C++ and SQL. I have experience dealing with customers and head officers and working on agile/scrum projects. My experience includes work as support analyst in the banking and aircraft sectors, as well as advice companies with high-tech solutions for the optimisation of processes and SCM, collaborating with managers, engineers and operators. I know how to use technological tools to improve and organise internal and external operations. I am qualified to lead projects and personnel. I was able to manage more than eight projects at  the same time with high success. As a support Analyst, I got experience working with more than 30 applications and systems such as SQL, ESB, Citrix, Jira, Service Now, Netline and others.

I am looking for a position that will challenge my knowledge and skills as a leader in IT innovation department, and also where I can continue developing my technical and interpersonal skills, and emotional intelligence.

Project Experience


Project Management

Processes’ optimisation

Warehouse design

WMS(SaaS) implementation

Routing and  Switching

CCTV and Alarms design

Electronic maintenance

On-site support

Remote support

Manage personnel

IT Skills


Microsoft Office Package (advanced)








Management Software


Inventory (advanced)

Jira (advanced)

CRM (intermediate)

ERP (intermediate)

Project (basic)

SAP (basic)

Specialised Software


Netline OPS (Advanced)

Flyup (advanced)

Cisco Switching (Intermediate)

Cisco Router (Intermediate)

Proteus (Intermediate)

Orcad (Intermediate)

ESB (monitoring)

AutoCAD (Basic)

Netline Crew (basic)

Citrix (Intermediate)

Dahua (advanced)

3bumen (advanced)

TRENDnet (advanced)

DSC (Intermediate)

Gams (Intermediate)

Arena (Basic)



SQL (Certified)

Programming Languages


Matlab (Intermediate)

Visual C (Intermediate)

C++ (Intermediate)

VHDL (Intermediate)

SQL-queries (Intermediate)

Ladder (Intermediate)

Assembler (Intermediate)

HTLM (Basic)


2017-2018. MSc(Eng.) Engineering Technology and Business Management

University of Leeds.

I did a research project on nanopore technology, and its commercial potential on DNA sequencing

2014. Postgrad in Production and Operation Engineering

Universidad Pedagógica y Tecnológica de Colombia

I analysed a coal company operation and then, I designed an optimisation program to solve a logistic problem.

2007-2014. Electronic Engineering Degree

Universidad Pedagógica y Tecnológica de Colombia

2010. Diplomado en Java Básico. Desarrollo de Software

Itehl Consulting – Bogotá DC

I was granted a scholarship by the DAAD to visit Germany for two weeks.

I participated in regional contests of sumo robots and line follower robots.

I developed a wireless control system for a floating platform to change angular and X-Y positions using ZigBee communication.

I created a Multi-position control for a levitation system.

I perform a control system for a RC car using a FM communication system and the computer to control the car.

I was member of DSP research group in my first year

Work Experience

February 2019 – Current Bank Entity Service desk senior analyst

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Acting as the first line of response for users reporting issues/submitting service requests Log, manage and resolve incidents and support requests using the tools and systems provided, within agreed service level objectives. Manage user access administration requests - add / modify / delete user accounts in line with the process guidelines once the required approvals have been provided. Actively monitor the tickets queue and reassign all incidents and service requests that are out of support scope to the appropriate resolver groups. Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation Ensure that all interactions and issue resolutions are promptly documented using the ITSM system. This includes usage of proper status codes, resolution codes and configuration item. Create positive support experience by ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Liaise with other support teams within Scotia IT as necessary and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's. Contribute to the development of an internal knowledge base passing new issue resolution information to Knowledge Administrator through the established process. Keep process training documentation up-to-date by updating them in line with process updates rolled out from time to time Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions. Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML and ATF/sanctions and conduct risk.

Configuración, mantenimiento y soporte de las aplicaciones en las tiendas Apple y Android. Configuración y actualización de herramientas para despliegue de aplicaciones Apple (Xcode) Desarrollo de FFI en lenguajes Objective-C para iOS y Java para Android. Desarrollo de nuevos requerimientos para las aplicaciones móviles de los bancos AvVillas, Popular y Occidente. Administración y gestión de herramienta de soporte a cliente ATH. Lenguajes y Herramientas de Programación utilizados: Javascript, Java, Objective C, SoapUI, XCode, Kony Studio, Oracle.

August 2016 - February 2017 Hardware Retailer Project Engineer

I managed various IT and CCTV projects. I designed the CCTV network; calculated the number of devices, cable, human resources, tools and time necessary for each project; the cost of the project and its implementation; and managed the operation.

October 2014 – October 2015 Engineering Company Project Engineer

I designed, developed and implemented projects in warehouses, and in operational areas. I designed how the operations of the inventory; from the moment that the raw material arrives at the warehouse, to the moment when the final product is delivered to the direct customer. In the design, I had to analyse the current situation of the operation in each company. Then, to meet with leaders and managers to show the design and together define how the operation has to work for the better performance and security. I discussed the project with the project manager and with the software development director to organise schedules of implementation, tests, and cost of the development. Following, I had a responsibility of selecting the necessary equipment (handheld computers, printers, labels and others). After that, the commercial propositions were sent to customers. I did software and hardware tests before implementing those at the customers' facilities. In the implementation, I organised and managed times, trainings, operators, and personnel to do tests in the field. I offered support and training to customers about how to use and calibrate labels printers, handheld computers and handpunchs. I monitored projects and the operations and possible improvements. I managed and monitored between 5 to 7 projects at the same time.

August 2012 - September 2014 Hardware Retailer Support Engineer

I was a technician doing software and hardware maintenance on computers, laptops, and servers. Also, Installing security systems (CCTV), servers and structured cabling systems. A year later, I became a support engineer leading maintenance projects and facing customers.

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Soy Carlota Casado, Account People Manager,

de Digital Talent Agency.

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Tel. +34 600 575 849  ·

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