Carlos Andrés Contreras Roa

Lead the N3 Technical Support team, resolving incidents and issues.

• Lead the Technical Support (N3) team for the company's core product.

• Maintain, develop, and propose fixes to stabilize the platform.

• Agree on and meet support objectives, manage ticket queues, and ensure deliverable quality.

• Establish area processes to optimize its functioning.

• Train different areas for better ticket handling.

• Lead the development of necessary internal tools to ensure first-line resolution of customer claims when possible.

As a Support Developer 3, responsible for providing specialized technical support to clients, ensuring efficient resolution of their issues and needs. My role includes analyzing, diagnosing, and solving application problems, as well as developing continuous improvements that optimize its functionality and user experience. I work collaboratively with different teams to implement updates and new features, ensuring system stability, performance, and scalability. My focus is on providing agile and quality service, adapting to changing business requirements and contributing to the product's constant evolution.

Build and oversee detailed design work and software components necessary to meet the functional and non-functional requirements of the solution and provide support to assigned projects.

Develop and support applications for the virtual channels area of Banco Agrario de Colombia, applying the security and development standards requested by the bank, under the SCRUM methodology.