Gabriela Calderon

IT Support & Platform Reliability Specialist

SimpliRoute

Jul 2024 - Dec 2025 (1 year 6 months)

• Management of critical incidents as On-Call (Batman) agent outside business hours, executing rollbacks, mitigating outages, and generating technical post-mortems to ensure traceability and continuous improvement. • Development of Python scripts for mass reprocessing of failed events, task automation, and integrity validation in MongoDB and PostgreSQL. • Forensic analysis of 400/403/503 errors using distributed logs and tools such as DataDog, Sentry, ELK, and GCP Logging to diagnose and resolve production issues. • Validation of QA environments before production deployment, including regression testing, deployment logs review, monitoring metrics, and post-deploy validation. • Collaboration with information security teams and external

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Technical Support Agent

Extendly – HighLevel (GoHighLevel)

Sep 2023 - Jul 2024 (11 months)

• Provided specialized technical support to agencies and digital businesses using GoHighLevel, focusing on CRM, funnels, workflows, websites, and marketing automation. • Diagnosed and resolved complex errors, such as issues with automated email delivery, sales pipeline bugs, and integration conflicts. • Set up membership sites, advanced automation, segmentation, and campaign support across email, SMS, and WhatsApp. • Direct interaction with clients via tickets, calls, Zoom, and email, resolving both technical and strategic cases. • Assisted the development team with A/B testing, bug reporting, and product improvement feedback. • Created internal documentation and user guides for technical training and onboarding of new support agents.

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WWE Digital Developer

Miratech INC

Oct 2022 - Jul 2023 (10 months)

• Developed omnichannel solutions on Genesys Cloud, from standard configurations to advanced customizations using APIs and embedded widgets. • Implemented voice, chat, and messaging solutions using Amazon Connect, LivePerson, and conversational intelligence tools. • Integrated with Salesforce, internal databases, and monitoring platforms to ensure operational continuity. • Managed voice campaigns, designed custom IVR flows, and led real-time engagement strategies.

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Genesys Support Consultant

Interaxa S. A

Oct 2019 - Jul 2022 (2 years 10 months)

• Delivered technical support in Genesys Engage and Genesys Cloud environments, including troubleshooting voice flows, eServices, and SIP components. • Configured and maintained outbound campaigns, secure IVRs, callbacks, recordings, and real-time dashboards. • Trained users remotely and on-site; supported CRM and BI tool integrations. • Provided technical support for SaaS loyalty and rewards software tailored to small and medium businesses. • Assisted with technical onboarding, initial account setup, and marketing campaign support. • Identified and reported bugs, collaborating closely with the development team to resolve critical issues. • Authored knowledge base articles and delivered training webinars for new customers.

Technical Support Representative

BoomerangMe

Jul 2015 - Jul 2017 (2 years 1 month)

Gabriela Calderon

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