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Rodrigo
L2 Technical Support Analyst
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Competencies
Demonstrated experience with ERP Systems (Manages).
Demonstrated experience with Linux (Ubuntu, RHEL).
Demonstrated experience with Terminal/Command Line.
Demonstrated experience with Basic computer networks.
Demonstrated experience with Virtualization (UTM/QEMU).
Education
Languages
Summary
L2 Technical Support Analyst open to new opportunities
Experience
L2 Technical Support Analyst
Provided second level technical support (L2) on the Administra ERP system (Argus Group) to enterprise clients.. Resolved e-invoicing issues: XML validation errors, consecutive numbering conflicts, CABYS code misclassification, credit/debit notes, and cryptographic key issues.. Managed regulatory compliance cases before the Treasury (Costa Rica), including diplomatic exemption invoices and administration of user permissions.. Prepared and facilitated training sessions for new clients on the use of the system and billing regimes (e.g. traditional regime).
Support Center Dispatcher
Provided technical assistance to users and customers of the different branches nationally and internationally.. Escalated complex incidents to the corresponding team, improving coordination between areas.. Monitored the performance of systems and networks to detect faults, contributing to operational stability.
Technical Support Assistant
Provided technical assistance to internal users, ensuring the quick resolution of incidents.. Diagnosed hardware, software, and connectivity issues.. Set up profiles and emails for QA and supervisors.. Installed and updated operating systems periodically.