Senior Middleware Support Specialist

Robinson Quiroz

Senior Middleware Specialist

****************@*****.*** 548-***-**** Cambridge, Ontario, Canada linkedin.com/in/robinsonalexanderquiroz

PROFESSIONAL SUMMARY

Senior middleware and application support professional with over 10 years of experience in sustaining mission-critical banking platforms. Expertise includes IBM DataPower, WebSphere, MQ, Java middleware, Linux, Windows, cloud solutions, and CI/CD environments. Proven track record in platform upgrades, production changes, integration services, monitoring, incident response, high availability, and modernization support. Maintained 99% platform availability.

WORK EXPERIENCE

Customer Support Technical Specialist Geotab

Oakville, Ontario, Canada

January 2024 - Present

- Achieved 92% customer satisfaction by resolving application and integration issues through remote diagnostics, log analysis, and structured troubleshooting in a technical support role.

- Reduced escalations by 30% by identifying root causes, producing actionable technical briefs, and coordinating fixes with engineering and integration teams in a customer support role.

- Improved operational consistency by maintaining detailed case records, technical documentation, and knowledge articles under SLA-driven processes in a technical support role.

Software Developer, Machine Learning Conestoga College

Cambridge, Ontario, Canada

December 2022 - July 2023

- Improved application performance by 90% by developing Python-based machine learning functionality and supporting scalable cloud application design in a software development role.

- Increased release readiness by troubleshooting applications, analyzing logs, querying databases, and validating REST API and Azure/GCP deployments in a software development role.

Specialized Support Center Coordinator Iuvity

Medellín, Antioquia, Colombia

October 2011 - March 2022

- Maintained 99% availability across large-scale banking middleware platforms by monitoring IBM DataPower, WebSphere, MQ, JBoss, Tomcat, and Apache services and resolving high-impact incidents in a specialized support role.

- Reduced modernization and upgrade risk by reviewing QA/production requirements, coordinating platform changes and releases, validating outcomes, and documenting evidence in Jira in a specialized support role.

- Improved platform reliability by performing root cause analysis, implementing corrective and preventive actions, and coordinating with application, infrastructure, security, and vendor teams in a specialized support role.

- Strengthened resilience by maintaining and testing high-availability, business-continuity, and disaster-recovery procedures across middleware and cloud environments in a specialized support role.

EDUCATION

Computer Application Development

Conestoga College

2023-12

Computer Application Security

Conestoga College

2023-05

Master’s Degree in Information and Communication Technologies, Computer Science

Universidad Pontificia Bolivariana

2016-12

Computer Systems Engineering

Institución Universitaria ITM

2009-12

SKILLS

Technical: IBM DataPower, WebSphere Application Server, IBM MQ, JBoss, Tomcat, Apache HTTP Server, Java, microservices, AWS, Azure, OCI, GCP, Jenkins, Git, CI/CD, Python, Shell, PowerShell, REST/SOAP APIs, JSON/XML, SQL, Oracle PL/SQL, SOAPUI, Postman, Linux, Windows, monitoring, log analysis, incident/problem/change management, RCA, SLA/KPI, HA, BCP/DR

Soft: Strong analytical problem solving, technical documentation, stakeholder communication, teamwork, task prioritization, adaptability in fast-paced enterprise environments

Languages: English (Fluent)

ADDITIONAL INFORMATION

Certifications:

- ITIL Foundation Certificate in IT Service Management AXELOS Global Best Practice

2019-05

- Microsoft Certified: Azure Fundamentals (AZ-900) Microsoft

2021-12

- Cisco DevNet Associate (200-901 DEVASC) Cisco

2022-09

- Oracle Cloud Infrastructure 2021 Architect Professional Oracle

2022-02

- Oracle Cloud Infrastructure Cloud Operations Certified Associate Oracle

2020-08

- DevOps Essentials Professional Certificate CertiProf

2017-10

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