Summary
Overview
Work History
Education
Skills
Certification
Software
Work Preference
Languages
Work Availability
Quote
Timeline
OfficeManager
Karina Galvez Abrego

Karina Galvez Abrego

Technical Application Support Analyst
Estado de Mexico

Summary

Technical Application Support Analyst with a proven track record at EPAM, recognized for excellence in incident management and delivering exceptional customer support. Skilled at streamlining processes to optimize user experience and ensure application stability. Possesses strong analytical capabilities and a dedication to continuous improvement, consistently driving successful outcomes in fast-paced, dynamic environments.

Overview

7
7
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Technical Application Support Analyst

EPAM
05.2021 - Current
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Streamlined support processes for improved end-user experience and reduced resolution times.
  • Provided 24/7 support for web and mobile applications- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Used Salesforce to track, maintain and update trouble tickets.
  • Responsible for case follow-up, incident management, and tracking key product metrics to ensure performance and continuous improvement.
  • Coordinate with engineering teams for case follow-up, manage incidents, and monitor key product metrics to drive improvements.
  • Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
  • Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Security Auditor Jr.

Instituto Estatal Electoral De Hidalgo
04.2022 - 07.2022
  • Analyzed data and findings to prepare reports detailing financial information.
  • Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
  • Performed observations and evaluated supporting documents to supplement audit findings.
  • Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
  • Assessing and verifying PREP system security to ensure data integrity and protection.
  • Identifying and analyzing system vulnerabilities before its official deployment.
  • Supporting transparency and trust in technological processes on election day (June 5).
  • Contributed to strengthening democratic mechanisms through secure and responsible use of technology.

Customer Support Specialist

Saeko
03.2021 - 07.2021
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
  • Provided comprehensive product training for new customers, ensuring smooth onboarding experience.
  • Researched and identified solutions to technical problems.
  • Tested new software and hardware prior to deployment.

Mobile App Developer

XÓLOTL CreativeLabs
01.2020 - 06.2020
  • Optimized app performance by identifying and resolving code inefficiencies, improving overall user experience.
  • Stayed current on emerging industry trends, incorporating the latest technologies into app development projects as appropriate.
  • Provided ongoing maintenance for existing apps, addressing any issues promptly to ensure continued optimal performance.
  • Managed aspects of Android app lifecycle from research and planning through deployment and post-launch support.
  • Managed project timelines efficiently so deadlines were consistently met without compromising quality standards on deliverables produced under tight time constraints.
  • Created custom mobile applications using native technologies.

Substitute Teacher – Editorial & Web Design

MediaTech Training Center
01.2018 - 12.2019
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
  • Boosted student engagement with interactive lessons, incorporating real-world examples and hands-on activities.
  • Fostered positive classroom environment, managing student behavior and promoting respect.
  • Provided substitute teaching services across multiple grade levels and subjects, maintaining educational continuity in absence of regular teachers.

Education

M.D. - IT Management And Direction

Universidad Internacional De La Rioja
España
05.2001 -

Degree in Engineering - Information Technology

Universidad Politécnica Metropolitana De Hidalgo
Pachuca, Hidalgo, Mexico
05.2001 -

Skills

Customer Support & Technical Assistance

Certification

Oracle Cloud Infrastructure 2025 Certified Foundations Associate

Software

SalesForce

Jitra

Google WorkSpace

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsCareer advancementPaid sick leave

Languages

English
Upper intermediate (B2)
Spanish
Bilingual or Proficient (C2)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel

Timeline

Accreditation Body for Scrum and Agile Scrum Fundamentals with AI Certified (SFC)

06-2025

Oracle Cloud Infrastructure 2025 Certified Foundations Associate

03-2025

Security Auditor Jr.

Instituto Estatal Electoral De Hidalgo
04.2022 - 07.2022

Technical Application Support Analyst

EPAM
05.2021 - Current

Customer Support Specialist

Saeko
03.2021 - 07.2021

Mobile App Developer

XÓLOTL CreativeLabs
01.2020 - 06.2020

Adobe Certified Associate in Visual Communication Using Adobe Photoshop CS6

07-2018

Substitute Teacher – Editorial & Web Design

MediaTech Training Center
01.2018 - 12.2019

M.D. - IT Management And Direction

Universidad Internacional De La Rioja
05.2001 -

Degree in Engineering - Information Technology

Universidad Politécnica Metropolitana De Hidalgo
05.2001 -

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Karina Galvez Abrego Technical Application Support Analyst