Humberto Acosta

Southern Glazer’s Wine & Spirits — Miramar, FL

• Deliver Tier 1–3 technical support for 3,000+ enterprise users across US and LATAM operations, resolving 30+ tickets weekly while sustaining 98%+ SLA compliance.
• Migrated 8+ legacy .NET Framework WinForms applications to modern ASP.NET MVC and RESTful Web API architecture, reducing desktop maintenance overhead and enabling browser-based access.
• Developed PowerShell and C# automation tools that save 6+ hours weekly of manual support effort, automating ticket triage, application health checks, and report generation.
• Architect and maintain RESTful Web API integrations spanning SAP, IBM AS400, SQL Server, and third-party services; troubleshoot using Visual Studio, SSMS, Fiddler, and Postman.
• Leverage Quantum Metrics APM to proactively identify incidents before user impact, reducing mean time to resolution (MTTR) on mission-critical applications.
• Collaborate cross-functionally with Development, QA, and Infrastructure teams via ServiceNow for root cause analysis, regression testing, and production deployment coordination.

Brightstar / Likewize Corporation — Miami, FL

• Led API and application support for the LATAM region (Argentina, Mexico, Brazil), managing the incident queue in ServiceNow and building a reusable knowledge base that cut repeat-issue resolution time.
• Integrated Argentina’s tax authority (AFIP) web services via RESTful APIs for trade-in applications, enabling regulatory compliance across 500+ daily transactions.
• Automated business processes using ASP.NET MVC, microservices, and Entity Framework, retiring legacy WinForms tools.
• Provided Tier II/III support, performed root cause analysis, and authored technical documentation adopted by global support teams.

HCL America (Brightstar Account) — Miami, FL

• Led end-to-end migration from ASP.NET WebForms to ASP.NET MVC, modernizing 3 core business applications and improving long-term maintainability.
• Implemented Agile/Scrum ceremonies, CI/CD pipelines, and Azure DevOps branching strategy across the development team.
• Built PowerShell and C# monitoring and alerting tools that reduced post-deployment incident discovery time.

Brightstar Corporation — Miami, FL

• Ensured 99.9%+ uptime for mission-critical logistics and warehouse applications supporting international operations across 20+ countries.
• Managed TFS user stories, branching, merges, and release packaging for a distributed development team.
• Participated in on-call rotation for production incidents; performed after-hours troubleshooting and hotfix deployments.

Zulia Technology — Maracaibo, Venezuela

• Co-founded technology consultancy and led a 4-person engineering team delivering custom desktop/web solutions for the insurance and oil & gas sectors.
• Architected ZuBroker, a multi-tenant insurance policy management platform serving LATAM brokerage clients (C#, ASP.NET MVC, SQL Server).
• Implemented CI/CD, OOP/SOLID principles, peer code reviews, and Git-based branching workflow from project kick-off.