LEONARDO SIGALES

• Led the development of end-to-end data and analytics solutions, ensuring reliability and operability.
• Designed and integrated GenAI workflows, enhancing user experience through structured responses.
• Implemented security-aware document retrieval, prioritizing data privacy and access control.
• Built and maintained Qlik Sense dashboards, migrated dashboards to Looker, and developed data models for consistent KPIs

• Modernized reporting and analytics by rebuilding dashboards and data products, enhancing decision-making speed for the innovation & digital transformation team.
• Designed and implemented Google Cloud ETL pipelines and curated datasets in BigQuery, feeding trusted KPIs into Qlik Sense.
• Developed ML and GenAI solutions to support Customer Care decisions, including conversational workflows using Dialogflow CX.
• Executed advanced analytical techniques, including Principal Component Analysis (PCA), Monte Carlo simulations, and K-Nearest Neighbors (KNN), to solve complex business problems.
• Developed ML and GenAI solutions to support Customer Care decisions, including conversational workflows using Dialogflow CX.

• Led high-severity incident bridges with impacted clients under the ITIL framework (ITIL-certified), driving structured triage and resolution alignment.
• Coordinated information flow between resolver teams and stakeholders, ensuring consistent and timely updates throughout incident lifecycle.
• Owned incident communications: wrote clear status updates across the full lifecycle (impact, progress, risks, ETAs, next steps).
• Defined and monitored resolution KPIs (MTTA/MTTR, recurrence, SLA impact), supporting continuous improvement initiatives.
• Developed and maintained incident dashboards and analytics, tracking trends to enhance incident handling processes.

• Evaluate business requirements to determine feasibility, and to research and identify options in order to recommend solutions that allow translation of client requirements into features.
• Liaise with relevant teams to ensure that all changes align with the client requirements and market expectations.
• Consulted with teams as subject matter expert, recommending user experience initiatives that enhanced overall client satisfaction.
• Developed weight and balance solutions for airline products.

• Evaluated technical requirements to identify options and recommend solutions aligned with business needs.
• Provided third level support for weight & balance software, resolving complex issues and ensuring operational reliability.
• Developed and optimized installation packages for Load Manager, enhancing deployment efficiency.

• Managed critical issue event responses to minimize service disruptions for Sabre Airlines Solutions.
• Facilitated onsite client interactions as a Subject Matter Expert for Sabre Airlines Solutions.
• Trained first and second level support on advanced troubleshooting and client management strategies.
• Developed and executed performance standards plans for new customer care division in delivery team.

• Administered and supported MSSQL databases and servers for Tribunal Superior de Cuentas de la Republica TCR, implementing new features and ensuring data backup.
• Development and implementation of ASOTE, a PHP/MySQL app to track service requests for Motherboard's repair and maintenance.
• Development and implementation of SOLAR, a Shell script program to handle a solar-powered connectivity server.
• Researched and developed projects to enhance client services, focusing on improving user experience and satisfaction.
• Implemented NetSupport for remote IT tasks at the National Network of CASI centers.
• Executed technical sales initiatives targeting IT managers at key governmental companies in Uruguay, including ANTEL and LATU.

• Developed and implemented Visual Basic application to streamline passport workflow processes, including requests, issuance, forms, and renewal.
• Full restructure of the servers, internal network and workstations. Implementation of hardware and software.
• Developed new applications and database servers using Linux OS.
• Managed provider relationships for hardware and software services to ensure optimal support and service delivery.
• Full restructure of servers, internal network and workstations.
• Implementation of a new Applications Server under Linux OS.
• Maintained and updated website www.pastaseduardo.com to enhance user experience and information accessibility.

• Managed relationships with providers for hardware, software, and IT services to ensure operational efficiency.
• Implemented and managed email services to enhance communication and collaboration.
• Acted as DBA for MSSQL 2003 and MySQL databases, maintaining data integrity and accessibility.
• Coordinated hardware recycling processes to ensure proper disposal and repurposing of electronic waste.

• Restructured servers, network, and workstations; implemented new applications and backup servers on Linux OS.
• Managed relationships with hardware, software, and email service providers to ensure seamless operations.
• Building and maintenance of a redundant ISP array to allow continuous operation in the face of an ISP shortage.
• Developed and implemented Visual Basic applications to address diverse company needs.

• Integrated e-commerce API to streamline online transactions.
• Created software applications using MySQL and MSSQL.
• Developed small apps and analyzed client apps to recommend enhancements.
• Adapted GNU software and designed small databases.

• Administered and analyzed large-scale databases using Microsoft SQL 2003 on Windows Server 2003, ensuring data integrity and accessibility.
• Conducted data mining and statistical analysis of databases to extract actionable insights and support decision-making.
• Developed interface programming for queries and data analysis using Visual Basic and Visual Basic for Applications, facilitating efficient data retrieval.
• Performed maintenance on hardware and software systems to ensure optimal performance.
• Provided technical support to customers over phone and email.