Edwin Asdrubal Perez

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Customer Facing Research & Development (CFRD) Team Lead

OpenText - Microfocus

Sep 2019 - Current (5 years 9 months)

• Lead the CFRD local team in the integration, testing, installation, and support of critical applications in SaaS environments. • Perform advanced troubleshooting, data analysis, and problem management to enhance system performance. • Develop and automate system processes to improve efficiency and reduce manual efforts. • Generate reports on application usage, user management, and system metrics for stakeholders. • Enhanced customer service strategy, achieving 100% on-time case closures and an 18% increase in positive ticket responses. • Developed a knowledge database for recurrent issues, reducing resolution times and improving support efficiency.

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DevOps Engineer

MICROFOCUS

Mar 2017 - Sep 2019 (2 years 7 months)

• Maintained high-availability infrastructure for six SaaS applications. • Created and configured monitoring systems to improve operational visibility. • Provided L2 support to resolve complex issues and optimize performance. • Improved monitoring strategy by implementing Prometheus, reducing incidents by 50%. • Automated critical processes, enhancing operational efficiency and reducing downtime.

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Application Support Engineer

Teradyne

Feb 2016 - Mar 2017 (1 year 2 months)

• Managed the implementation and administration of ERP, CRM, and manufacturing applications. • Provided technical support and maintenance for legacy and modern infrastructures. • Implemented ITIL best practices for customer engagement and issue resolution. • Developed comprehensive infrastructure documentation, improving knowledge sharing. • Led server OS upgrades, boosting performance and security.

Deployment & Infrastructure Engineer

Fiserv

Dec 2012 - Oct 2015 (2 years 11 months)

• Created deployment procedures, official documentation, and training materials. • Designed and implemented custom solutions for financial applications. • Conducted system upgrades and migrations for enterprise clients. • Standardized implementation documentation, ensuring compliance and consistency. • Executed large-scale infrastructure deployments with a focus on security and efficiency.

Customer Support Engineer

Fiserv

Aug 2011 - Dec 2012 (1 year 5 months)

• Provided technical support for over 30 international banks. • Assisted in resolving critical incidents and developing system enhancements. • Developed custom modifications for Teller Systems, improving functionality.

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Software Engineer

Alivebox

Jan 2010 - Aug 2011 (1 year 8 months)

• Led software development projects using Java EE, JSPX, Hibernate, Spring, and Maven. • Designed and developed ERP and HRM systems.

Edwin Asdrubal Perez

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Edwin's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.