Rafael Escoto

IT Operations and Process Engineer with 15+ years of experience in technical support, service desk operations, process improvement, automation, and infrastructure support. Experienced in ServiceNow, incident management, disaster recovery, network troubleshooting, end-user support, ISO standards, and SOP development. Proven track record of automating repetitive workflows to reduce execution time by up to 75%, leading L1 operations with an 80% first-level resolution rate, and delivering technical support entirely in English to U.S.-based users. Recognized for translating technical requirements into practical solutions that improve service quality, efficiency, and system availability.