Gilberto R.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
Gilberto R. is an accomplished IT Support Specialist with extensive experience in managing POS infrastructure, SAP environments, and enterprise service processes. With a proven track record in system validation, user support, and process improvement, he excels in ensuring operational continuity and secure system integration across industries such as retail and banking. As a Technical Support Specialist II at PRODAPT Panamá, Gilberto has honed his skills in incident management, enhancing support quality through effective team leadership and technical proficiency. He effectively bridges business needs with technical execution, leading system upgrades and optimizing IT processes. His tenure at APM Terminals Latin America and Importadora Ricamar S.A highlights his expertise in IT governance, enterprise systems optimization, and cross-functional coordination. Gilberto's commitment to advancing IT operations is evidenced by his hands-on role in managing incidents, performing root cause analysis, and implementing preventive actions to boost system reliability and performance.
Experience
Technical Support Specialist II
PRODAPT Panamá · 2025 — PresentManaged the complete lifecycle of incidents, ensuring detection, resolution, and conducting root cause analysis. Oversaw L1 analysts, enhancing quality of support and optimizing processes. Implemented refined procedures to shorten response times and reduce service interruptions. Conducted training sessions for end-users regarding systems and software while analyzing system logs for potential issues, providing proactive resolutions. Acted as a liaison between stakeholders and technical teams for effective issue resolution.T2 Associate Technology Operations
APM Terminals Latin America S.A · 2022 — 2024Enhanced IT service management processes by optimizing incident, request, and problem management to improve efficiency and decrease service disruptions across regional operations. Developed standardized workflows in line with governance frameworks, ensuring they met KPIs and SLAs. Managed the comprehensive incident lifecycle, conducting root cause analysis and deploying preventive measures to boost system reliability. Collaborated with business and technical teams to facilitate process improvements and change management initiatives while providing technical support from L1 to L3.System and Cashier's Administrator
Importadora Ricamar S.A (SUPER 99) · 2016 — 2022Directed the validation and optimization of the POS and cash register infrastructure, ensuring secure connections with bank systems and SAP environments. Handled SAP user access errors, managed passwords, and addressed system-level troubleshooting. Supervised the POS upgrade project, including network checks, deployment, and post-implementation stability monitoring. Conducted routine maintenance on systems to secure operational continuity, while analyzing sales and customer behavior data to assist in business decisions and training staff on system use.Direct Connections Technician
Bac Credomatic · 2015 — 2016Served as the contact for customer-bank platform integration issues in Panama, focusing on new POS developments and vulnerability assessments for projects, including e-commerce. Diagnosed and resolved connectivity issues pertinent to business operations. Implemented connectivity solutions for SMBs and configured network devices while managing telecommunications infrastructure. Facilitated communication among technical teams, vendors, and clients to ensure smooth integration of platform systems.
Skills & Expertise
Education
- High School DiplomaBella Vista School · 2013 — 2013
- IncompleteNational Institute of Panama · 2007 — 2012
- 4th Year in Systems and Computer EngineeringInter American University