L
Lilia Duran
About
Detail
Software Developer and Software Tester
Oviedo, Florida, United States
Résumé
Jobs
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- CCustomer Experience Associate IConduent – SunPassJan 2023 - Jan 2024 (1 year 1 month)• Resolved a high-volume queue of customer account and profile issues through phone and digital channels while maintaining service-level and quality expectations.
• Guided end users through enterprise web-portal navigation, access configuration, multi-system account reviews, and live transaction processing.
• Documented customer interactions, technical resolution details, and case information in internal CRM systems in accordance with service standards.
• De-escalated frustrated users through active listening, clear technical communication, and practical client-side workarounds. - SWeb Analyst & Usability ConsultantSelf-Employed & City of OviedoJan 2021 - Jan 2025 (4 years 1 month)• Configured and maintained WordPress websites and web infrastructure, including hosting settings, content modules, SEO scripts, and cPanel administration.
• Performed ongoing diagnostics and hotfixes for website/application issues, isolating server errors and resolving functional problems to support uptime.
• Collaborated with municipal stakeholders to analyze, audit, and improve the City of Oviedo's public web presence, translating user needs into actionable technical and UI/UX requirements. - PSoftware EngineerPragmatica Software Ltda.Jan 2018 - Jan 2021 (3 years 1 month)• Engineered and validated an enterprise web-based process-management application that reduced client manual administrative workload by 80%.
• Developed structured application testing and defect-validation protocols to isolate, track, and remediate software defects.
• Provided technical guidance and system-optimization consulting to corporate clients regarding platform functionality and performance. - PDevelopment & Test EngineerProtela S.A.Jan 2012 - Jan 2015 (3 years 1 month)• Developed database and software architecture optimizations that improved operational data throughput by 70%.
• Created end-user technical manuals and instructional documentation and provided live production support during enterprise system cutovers.
• Designed software test scenarios from business requirements and validated data input/output workflows to prevent production defects.
Education
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CompTIA A+ CertifiedCompTIAAug 2026 - Current (3 months)IT Support Technician | Core 1 & Core 2- ESpecialist in Computer ManagementEAN University, Bogotá, ColombiaSep 1998 - Dec 1999 (1 year 4 months)
- EBachelor's Degree in Computer Science (Systems Engineering)EAN University, Bogotá, ColombiaFeb 1993 - Nov 1998 (5 years 10 months)
Projects (professional or personal)
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- Enterprise IT Infrastructure & Incident Response Simulation LabsPer ScholasMay 2026 - Current (6 months)• Diagnosed, isolated, and resolved simulated enterprise hardware failures and software issues across Windows terminal environments using structured root-cause troubleshooting.
• Configured user accounts, access groups, permissions, and remote password resets in Active Directory lab environments.
• Troubleshot network connectivity issues using Windows command-line utilities and verified DNS parameters and DHCP address routing.
• Practiced ticket lifecycle management, remote desktop support (RDP), incident prioritization, escalation workflows, and detailed incident summaries for knowledge-base use.