Juliana Coniglio
Montevideo,MO
Summary
Experienced Application Support Agent with a strong record of resolving complex technical issues and meeting service level agreements (SLAs). Skilled in independent troubleshooting, ensuring minimal downtime and optimal operational efficiency. Proficient Quality Analyst adept at identifying and resolving critical quality issues through thorough research and analysis. Demonstrates strong organizational, planning, and problem-solving skills. Effective communicator known for fostering positive relationships with clients, colleagues, and management. Experienced in resource allocation, schedule management, and promoting operational excellence.
Overview
7
7
years of professional experience
Work History
App Support L2 Agent
Globant
Montevideo
12.2023 - Current
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Developed customer relationships and ensured satisfaction with services.
- Diagnose and resolve technical issues escalated from Level 1 support or directly from users/customers.
- Managed and prioritized incidents based on severity and impact to ensure timely resolution.
- Ensured adherence to service level agreements (SLAs) by escalating issues to Level 3 support or appropriate teams/vendors when necessary.
- Conducted root cause analysis (RCA) to identify and address underlying problems, preventing incident recurrence.
- Maintained detailed incident records, documenting resolutions and troubleshooting steps for future reference and knowledge sharing.
- Ensured system uptime and performance targets were met by actively monitoring and managing alerts.
- Provided technical support and guidance to end-users by troubleshooting user-specific issues
- Facilitated knowledge transfer to improve overall support capabilities and user satisfaction.
- Liaised with third-party vendors and service providers to resolve issues and implement solutions beyond internal capabilities.
- Followed established policies, procedures, and guidelines for IT support, security, and compliance.
- Participated in on-call rotations and promptly responded to emergency situations, minimizing downtime and impact on business operations.
Game Quality Assurance Tester
Globant
Montevideo
03.2022 - 12.2023
- Expertise in bug reporting and filter creation using Jira.
- Successfully executed test cases using Testrail for milestones and weekly tasks. Proficiently exported data to spreadsheets while demonstrating strong skills in creating comprehensive test cases.
- Streamlined workflow using Confluence
- Performed thorough testing of software products including smoke, regression, and milestone tests.
- Acquired knowledge and skills in using internal project debugging tools
- Enhanced functionality of internal communication through custom-built Slack applications
- Beginner use and knowledge of Visual Studio.
- Internal team documentation repository site
- Conducted PC testing and performed troubleshooting on Playstation and X-box.
- Managed direct client interactions, ensuring effective communication and understanding of client needs
- Proficient in using Google Sheets
Administrative Assistant Cashier
Abitab
Montevideo
11.2017 - 06.2021
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Answered questions from customers regarding products and services offered by the company.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Handled confidential documents in an organized fashion according to established protocol.
- Facilitated communication between different departments within the organization.
- Managed office supplies inventory and placed orders when necessary.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Managed database systems containing customer contact information.
- Developed and maintained filing systems for confidential documents and records.
Education
Software Tester - Computer Science
Ceibal
11-2023
Administrative Accounting Assistant - Economics
Bios
11-2016
Some College (No Degree) - Administration Tech
University of Economic Sciences
Skills
- Technical Support & Problem-Solving
- Customer Complaint Resolution
- Report Generation & Flexible Schedule
- Clear Communication
- Organizational Skills
- Information documentation
- Goal-oriented mindset
- Critical Thinking
- Exploratory Testing
- Functional Testing
- Console game testing
- PC game testing
- Test Planning
- Performance Testing
- Cross-platform testing
- Defect tracking
- Smoke Testing
- Stress testing
- End-to-End Testing
- Software testing
- Test Cases Development
- Manual Testing
- Decision-Making
Languages
Spanish
First Language
English
Advanced (C1)
C1
Affiliations
- Cooking
- Sports
- Care Giving
Timeline
App Support L2 Agent
Globant
12.2023 - Current
Game Quality Assurance Tester
Globant
03.2022 - 12.2023
Administrative Assistant Cashier
Abitab
11.2017 - 06.2021
Software Tester - Computer Science
Ceibal
Administrative Accounting Assistant - Economics
Bios
Some College (No Degree) - Administration Tech
University of Economic Sciences
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