Fernando De Jesús Galván

Technical support professional in Access Management product sets (People products). I provide support in Python, NodeJs, Java for SSO boarding using SAML & OIDC. I play a key Specialty in helping our clients successfully administer their product deployments while also helping our product develop and grow throughout the product life cycle. I Work closely with my peers, development, and other teams to resolve complex issues and provide the best possible client experience. I Collaborate on complex technical issues to become a subject matter expert in security solutions and supporting technologies. I Provide technical support to clients and/or IBM field support leveraging superior communication, client management, and problem determination/problem source identification skills. Contribute relevant and timely content to improve client self-sufficiency. Interact directly with Development, Sales, Product Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements and use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Also my second focus involves a Two Factor Authentication L1 Service where I do offering, supporting and educating users and server admins, producing and presenting training, and testing I Provide remote troubleshooting and analysis assistance for installation (or reinstallation), usage and configuration questions. I Provide answers for general usage and operation questions also Provide problem determination / problem source, Identify known defects and fixes to resolve problems. Identify suspected defects and engage development teams to assist in resolution. I Provide assistance with questions regarding product documentation related to the supported products, Interpret online manuals and application interfaces, Collaborate with other support colleagues and business units to provide seamless problem resolution. I Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.