Jonatthan Medalla 👋

• Attention and resolution of technical requirements for corporate clients, ensuring compliance with established SLAs. • Diagnosis and management of incidents in connectivity platforms, escalating complex cases to specialized teams. • Technical documentation of procedures and solutions for the internal knowledge base.

• Led the migration of 22 critical reports from Excel to Power BI, reducing the technical debt of the Data Consistency area and automating manual processes. • Designed interactive dashboards with Power BI, applying data cleaning, transformation, and modeling with Power Query and SQL. • Worked with the IT team to define requirements, validate data sources, and ensure the quality of information presented to management.

• Designed, developed, and managed the corporate website using modern web technologies, optimizing digital customer acquisition and brand presence. • Managed the complete customer acquisition and digital advertising strategy (Google Ads, social media), defining KPIs and analyzing conversion metrics. • Coordinated the workflow between the commercial and manufacturing areas, implementing processes that reduced delivery times by 20%.

• Analyzed the status of telecommunications services by designing processes for data collection and analysis from multiple sources for proactive network monitoring. • Optimized the consolidation and presentation of operational KPIs using pivot tables, SQL, and visualization tools, improving data-driven decision-making. • Acted as a technical liaison between operations, engineering, and customer service areas for the resolution of complex nationwide incidents.

• Reception, registration, and categorization of technical requirements through management systems (Service Desk), ensuring compliance with established SLAs. • Resolution of software incidents and configuration of Microsoft 365 platforms, with documented escalation to higher levels. • Corrective and preventive maintenance of computer equipment and peripherals for internal users.