Lina P.
Mid-Level IT Operations Engineer
Open to offersNew to PlatformAbout
Lina S. is an accomplished IT professional with over 5 years of experience spanning SaaS platforms, business intelligence solutions, and enterprise systems. As a Support Engineer at Datamaran Limited, she managed incident response, performed root cause analysis, and provided Level 2/3 support for AWS-based infrastructures, leveraging tools like CloudWatch, Sentry, and Jira. Her technical background encompasses developing Python automation, maintaining Terraform Infrastructure as Code, and optimizing CI/CD pipelines in Bitbucket. Lina S. has delivered knowledge base documentation, user training, and proactive customer support. Previous roles include freelance development of Java-based applications and Power BI dashboards as well as implementing ETL workflows and data migrations for BI projects at Planerp Cía. Ltda. Across engagements, she has applied her expertise in Python, SQL, AWS infrastructure, and Linux administration, supporting IT operations in sectors such as tech, telecommunications, and academic analytics.
Experience
IT Operations Engineer / Support Engineer
Datamaran Limited · 2023 — 2025Managed the triage and resolution of over 20 technical support tickets each month through Jira, collaborating with Customer Support for troubleshooting production issues. Executed root cause analyses on platform errors, documenting results and putting preventive measures in place. Oversaw AWS infrastructure performance, utilizing CloudWatch logs and Sentry error reports for optimization. Delivered Level 2/3 technical support for intricate customer-reported issues concerning data processing and integrations. Authored and updated knowledge base articles and technical documentation using BookStack and Google Workspace, along with conducting training sessions for internal users and customer support teams. Developed Python services and automation scripts to support data ingestion and processing workflows, and maintained Terraform for AWS resources, ensuring environment provisioning and code quality through CI/CD pipelines in Bitbucket.Freelance Software Developer & Technical Consultant
null · 2021 — 2022Created a Java desktop application with a PostgreSQL backend for a parking lot management system while providing user support and deployment. Developed Python ETL scripts and Power BI dashboards for an academic analytics project, including client training and documentation. Offered technical assistance and troubleshooting for application installation and database configuration, alongside conducting end-user training and preparing technical documents for clients.Business Intelligence Developer & Technical Support Analyst
Planerp Cía. Ltda · 2015 — 2020Handled resolution of over 15 BI support tickets monthly, addressing issues related to ETL failures, report errors, and database connectivity. Conducted on-premise deployments of BI solutions for clients, incorporating installation, setup, and post-deployment support. Provided comprehensive technical support for Pentaho BA Server and data integration challenges. Facilitated training sessions and workshops for stakeholders on BI tools and best practices, while creating detailed technical documentation and troubleshooting manuals for BI solutions. Collaborated with clients to gather requirements and address technical issues in alignment with business needs, and developed ETL workflows using Pentaho Data Integration from multiple data sources.Software Engineer & Technical Support Specialist (Contractor)
ETAPA-EPDeveloped and sustained an ISP provisioning system while providing ongoing technical support related to troubleshooting. Diagnosed service provisioning errors and integrated telecommunication equipment through Web Services, SSH, and Telnet protocols. Created a pilot application for testing voicemail functionalities using Asterisk and performed system diagnostics. Built an application for remote modem configuration and management, offering customer support for deployment issues, along with maintaining thorough technical documentation.
Skills & Expertise
Education
- Master of Science (MSc) in Data Warehousing and Business IntelligenceUniversity of Greenwich · 2013 — 2014
- Systems Engineer (Bachelor's Degree)Universidad de Cuenca · 2004 — 2011
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