Freelancer profile translated to English.
Back to original languageAbout Jorge
I am a Systems Engineer with over 6 years of experience in critical application support in production environments, specializing in eCommerce and payment platforms.
I help companies ensure the continuity of their applications through incident analysis and resolution, root cause identification (RCA), platform monitoring, process optimization, and coordination with development, infrastructure, and business teams.
How can I help you?
✔ Critical Application Incident Resolution (Level 2)
✔ Log Analysis and Troubleshooting
✔ SQL Queries and Analysis
✔ Application and Service Monitoring
✔ API and Integration Support
✔ Incident Management and SLA Compliance
✔ Technical Documentation and Procedures
✔ AWS and DevOps Tools
✔ eCommerce Platform and Payment Gateway Support
I work with agile methodologies (Scrum/Kanban) and always aim to deliver fast, clear, and business-oriented solutions.
If you need a specialist who can diagnose complex problems and ensure the stability of your production applications, I would be happy to collaborate with you.
Spanish
Native or bilingual
Portuguese
Conversational
English
Conversational
Can work on-site
Madrid (up to 50km)
Experience
- RED PONTISSENIOR APPLICATION SUPPORT ANALYST - L2E-COMMERCEApril 2022 - Today (4 years and 4 months)Lima, Peru1. eCommerce Technical and Functional Support• Provide Level 2 technical and functional support for e-commerce platforms and payment gateways.• Address incidents related to online payments, authorizations, reconciliations, reversals, and transaction rejections.• Execute authorized operational actions to ensure the continuity of payment services.2. Incident and Request Management• Perform end-to-end tracking of incident and request tickets.• Coordinate corrective actions for critical incidents impacting payment operations and the end customer experience.3. Technical Analysis and Troubleshooting• Perform root cause analysis (RCA) on production incidents.• Review application logs.• Monitor customer transaction flows.• Analyze system reports to identify failures in payment processing, e-commerce integrations, or operational flows.• Execute database queries (DML) to validate:o Transaction statuseso Payment informationo Reconciliations and settlements• Reproduce errors in test environments.4. Integrations and Payment Services• Possess functional and technical knowledge of:o Payment APIs5. Client Communication and Management• Participate in technical meetings with clients and providers.• Escalate to and meet with issuers (Banks).• Explain causes, impacts, and solutions in language understandable to technical and functional users.6. Quality and SLA Management• Comply with agreed-upon response and resolution times.• Monitor tickets nearing SLA expiration and execute preventive actions.7. Documentation and Knowledge• Document technical analyses, applied solutions, and conclusions.• Create and update knowledge base articles for recurring incidents on payment and e-commerce platforms.• Contribute to the standardization of support procedures.
- MDP CONSULTINGAPPLICATION SUPPORT ANALYSTE-COMMERCEJanuary 2021 - March 2022 (1 year and 3 months)Lima, Peru• Level 2 support for e-commerce applications, payment gateways, and integrations with Niubiz.• Analysis and resolution of incidents related to authorizations, rejections, reversals, reconciliations, and transactional statuses.• Management, prioritization, and tracking of tickets based on business impact.• Root cause analysis (RCA), log review, report analysis, and database queries.• Coordination with development, infrastructure, and external provider teams.• Participation in technical meetings with clients for requirements gathering and solution definition.• Incident documentation, knowledge generation, and continuous service improvement.• Proposal of improvements in processes, monitoring, and operational efficiency of the payment ecosystem.
- ARQSOFT CONSULTORES SACAPPLICATION SUPPORT ANALYSTE-COMMERCEOctober 2020 - October 2021 (1 year and 1 month)Lima, Peru• Level 2 support for e-commerce applications, payment gateways, and integrations with Niubiz.• Analysis and resolution of incidents related to authorizations, rejections, reversals, reconciliations, and transactional statuses.• Management, prioritization, and tracking of tickets based on business impact.• Root cause analysis (RCA), log review, report analysis, and database queries.• Coordination with development, infrastructure, and external provider teams.• Participation in technical meetings with clients for requirements gathering and solution definition.• Incident documentation, knowledge generation, and continuous service improvement.• Proposal of improvements in processes, monitoring, and operational efficiency of the payment ecosystem.
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Education
- Systems EngineerUniversidad Inca Garcilaso de la Vega2017INGENIERO DE SISTEMAS
- Object-Oriented Programming Course with Relational Databases2026Curso Programacion Orientada a Objetos con Bade de datos Relacionales