Systems Engineer

Andres
Cepeda

Senior Customer Support Engineer |

DevOps Engineer (In Progress)

DevOps-oriented Support Engineer with 9+ years of experience and hands on expertise in AWS, Docker, and CI/CD pipelines using Jenkins. Experienced in deploying and troubleshooting cloud-based applications, with a strong focus on automation, scalability, and system reliability.

📞 +593-97-897-6292 ✉️ andrescepeda93@gmail.com 📍 Guayaquil, Ecuador in linkedin.com/in/andres-cepeda-aveiga gh github.com/anduchocepeda93

9+ Years
Experience

About Me

I'm Andres Cepeda, a Systems Engineer with 9+ years of experience delivering reliable, user-focused IT solutions. My background is rooted in technical support, IT operations, and troubleshooting complex production issues across multiple environments.

In my current role, I collaborate closely with DevOps and engineering teams, handling high-priority incidents, analyzing system behavior, and ensuring platform stability for enterprise clients.

Alongside my support experience, I am actively transitioning into DevOps and Cloud Engineering, working hands-on with:

AWS (EC2, S3, RDS, IAM, VPC)
Docker and containerization
CI/CD pipelines with Jenkins
Linux systems and networking

I am currently building and deploying real-world projects focused on automation, scalability, and cloud infrastructure.

My Strengths:

Advanced troubleshooting and root cause analysis
Cross-functional collaboration
Clear communication with technical and non-technical stakeholders

I am driven by continuous learning and focused on growing into a DevOps role where I can combine my strong support background with modern infrastructure and automation practices.

Experience

2023 — Present

PROS S.A.S

Senior Customer Support Engineer

Resolved high-priority production incidents, collaborating with DevOps and engineering teams to diagnose and fix system issues
Triaged and escalated complex technical problems, ensuring efficient resolution across distributed teams
Improved operational workflows by coordinating L1 support tasks, reducing backlog and response times
Maintained service reliability by proactively monitoring and addressing critical customer issues

2021 — 2023

XPERTSEA S.A.

Technical Support Specialist

Provided technical support using Salesforce and Zendesk, analyzing and resolving application issues in customer-facing systems
Troubleshot web, mobile, and device-related issues, contributing to system stability and improved user experience

2021

GURUSOFT S.A.

Senior Applications Support Analyst

Provided customer support through help desk systems, diagnosing and resolving technical issues to ensure reliable service delivery
Executed SQL queries and managed web applications via IIS, including publishing sites to support business operations

2017 — 2021

HUNTER CARSEG S.A.

Junior Support Analyst

Provided internal technical support via calls and ticketing systems, resolving user issues efficiently and maintaining operational continuity
Monitored and troubleshot network and system infrastructure, including routers, access points, and switches, while applying patches and security updates to ensure system stability and security

2017

EVELYN HILL INC. - USA

Gift Shop Cashier · Statue of Liberty

Provided customer service and managed cash register operations in a fast-paced bilingual (English-Spanish) environment

2016

ORIONS LANGUAGE

Interpreter - Translator (English-Spanish)

Acted as a translator, facilitating effective communication between English and Spanish-speaking customers via phone calls

Skills

Hard Skills

OS:

Linux

Cloud:

AWS (EC2, S3, RDS, IAM, VPC)

DevOps:

Docker, CI/CD, Kubernetes

Languages:

Python, Bash, SQL

Tools:

Git, Jira, Postman

IaC:

Terraform, Ansible

Monitoring:

Prometheus, Grafana

Networking & Protocols

Soft Skills

Team Collaboration Customer Orientation Continuous Learning Effective Communication Creativity & Innovation Problem Solving Time Management Critical Thinking

Education & Certifications

Education

Systems Engineer

Salesian Polytechnic University

2012 - 2019

Bachelor of Computer Applications

"Ciencia y Fe" High School

2006 - 2011

Certifications

Google Project Management

Coursera · 2025 · 128 hrs

High Performance Collaboration: Leadership & Teamwork

Coursera · 2024 · 16 hrs

ITIL V4 Foundations

Udemy · 2021 · 12 hrs

Linux Essentials

NETACAD - Cisco · 2020 · 12 hrs

CISCO CCNA 1

Salesian Polytechnic University · 2017 · 128 hrs

CISCO CCNA 2

Salesian Polytechnic University · 2018 · 128 hrs

Advanced English Course

COPEI · 2014-2016 · 256 hrs

DevOps Project

Deployed a Flask application on AWS EC2 using NGINX and Gunicorn, improving application performance and availability

Containerized application using Docker to ensure consistency across environments

Built CI/CD pipeline using GitHub Actions for automated testing and deployment

Configured DNS, SSL, and HTTPS for secure production access