Sebastian Montoya Pacheco

I am a professional specialized in L1, L2, and L3 technical support, with 3-5 years of experience managing and resolving critical incidents in complex environments. My main focus is to act as an efficient bridge between the business and technical teams, channeling, prioritizing, and resolving incidents before escalation, optimizing response times and reducing resolution cycles.

I work with a broad technical stack that allows me to provide comprehensive support:

✅ Incident and ticket management: Hubspot, Jira, ServiceNow, Notion

✅ Log control and analysis in Google Cloud Platform (GCP)

✅ Databases: MongoDB, PostgreSQL

✅ REST API integrations and service monitoring

✅ Experience in Planning and development of AI bots: Dialogflow, WhatsApp Business API, Generative AI

I have extensive command of omnichannel communication channels: SMS/RCS, Email, Web Push, App Push, Inapp, InWeb, and ticketing systems, optimizing the communication flow with clients and users.

Furthermore, I have experience organizing support teams, designing efficient workflows, documenting procedures, and collaborating closely with both development and business to ensure the best end-user experience.