Cecília Duarte Garcia · Technical Support Engineer

Enterprise SaaS · 95% CSAT

Problem: Global enterprise customers facing critical SaaS integration, API, and workflow disruptions under tight SLAs.
Solution: Led end-to-end issue ownership for 15–19 concurrent cases/week: from Jira ticket creation, internal and customer-platform testing, to assisting developers and leading technical alignment meetings.

Result: Sustained a 95% CSAT across 100+ strategic enterprise accounts at SAP.

SAP Ariba Jira REST APIs QA & Testing Salesforce CRM

Software Engineering

Problem: Legacy C# backend services and outdated interfaces limiting maintainability and delivery speed at AGCO.
Solution: Migrated core backend components to Java/Spring Boot and built responsive Angular/TypeScript frontend modules.

Result: Modernized enterprise applications, reducing technical debt and streamlining Agile sprint delivery.

Java Spring Boot Angular TypeScript C#

Security & Privacy

Problem: Strict global data privacy regulations and security requirements across enterprise support operations.
Solution: Acted as SAP's Data Protection & Privacy Representative (ISSP), auditing data handling and aligning workflows with Security & Legal.

Result: Strengthened privacy governance, access compliance, and secure incident handling across global accounts.

Data Privacy (ISSP) Compliance Auth Troubleshooting Governance

Defect Validation

Problem: Complex product defects and authentication issues requiring deep reproduction and multi-team coordination.
Solution: Isolated defects in test environments, documented reproduction steps, and partnered with Engineering & Product on fixes.

Result: Accelerated bug resolution cycles and improved handoffs between Support, Engineering, and Security teams.

Azure DevOps Jira API Debugging Data Center Admin

Knowledge & AI (KCS)

Problem: Recurring complex technical incidents slowing down triage and self-service resolution.
Solution: Work daily with AI tools to continuously improve my workflow, speed up technical analysis, and apply KCS methodology to author and standardize reusable troubleshooting guides.

Result: Published 30+ new KB articles and enhanced 20+ existing ones, earning internal recognition at SAP.

Daily AI Workflows KCS Methodology Technical Writing SharePoint

Live Diagnostics

Problem: Time-sensitive production blockers requiring immediate diagnostic guidance for enterprise clients.
Solution: Led live Expert Chat sessions to inspect configurations, integrations, and workflows in real time.

Result: Significantly reduced time-to-resolution (MTTR) and prevented critical escalations.

System Integration Workflow Automation DocuSign Live Triage

Hi, I'm Cecília.