Stiven Pineda

Experience

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  NTT Managed Services

  Oct 2018 - Aug 2019

  Ops Center Engineer

  - Monitor, detect and prevent incidents.- Effectively communicate, and escalate if necessary, complex technical issues to a broad range of customers.- Supervise in real time the alarms and specific events occurred on every platform.- Attend to consults and claims related to monitoring.- Registry and resolution of incidents.- Take ownership of customer issues of Tier 1 level and see problems through to resolution.- Execute standard changes for customer request fulfillment.- Support upper Tiers in the deployment of new solutions. Show less

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  NTT Ltd.

  Aug 2019 - now

  Process Support Analyst

  - Provide end user support on how to use the application, and guarantee that the documentation is clear enough to ensure user doubts are minimized.- Manage issues and bugs with the required development team.- Manage incremental enhancements, working the required stakeholders to ensure the enhancement adds value to the business and it’s correctly understood by the technical teams.- Execute functional Quality Assurance tests to ensure the quality of the delivered projects and avoid issues when they are in production.- Participate in bigger projects helping the Business Analyst managing small pieces of a bigger project. Show less