Cecília Duarte Garcia · Technical Support Engineer

Enterprise SaaS

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

Result: Supported enterprise SaaS customers globally, resolving complex technical issues and maintaining high customer satisfaction.

SAP Ariba Jira REST APIs QA & Testing Salesforce CRM

Software Engineering

Problem: Legacy C# backend services and outdated interfaces limiting maintainability and delivery speed.
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: Contributed to data privacy and compliance initiatives, collaborating with relevant stakeholders to support secure data handling.

Result: Strengthened privacy governance, access compliance, and secure data practices across enterprise operations.

Data Privacy 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 Management

Problem: Complex technical topics requiring structured, accessible documentation to streamline resolution and self-service.
Solution: Improved technical documentation and knowledge-sharing processes using established knowledge management practices and authorized productivity tools.

Result: Standardized reusable troubleshooting guides and improved documentation quality, earning internal recognition.

Knowledge Management 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 Live Triage

Hi, I'm Cecília.