Summary
Overview
Work History
Education
Skills
Projects
High Pressure Expertise
Global Collaboration
Certifications Training
Accomplishments
Languages
Certification
Timeline
Generic

Marlon Espinosa Jr.

San Diego,CA

Summary

Experienced Technical Support Engineer with over 4 years in healthcare and insurance sectors, specializing in troubleshooting and cloud solutions. Proficient in AWS, PowerShell, Bash, SQL, and Grafana, successfully automating workflows to save 5+ hours per cycle. Demonstrated ability in cross-functional teamwork and technical documentation, excelling in high-pressure incident management. Pursuing advanced knowledge in cloud infrastructure and cybersecurity to support IT and DevOps initiatives.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Engineer II

Mitchell International
San Diego, USA
01.2023 - Current
  • Led Electronic Bill/Autopay department, overseeing auto casualty claims from healthcare professionals and insurers.
  • Resolved complex issues in medical billing SaaS platform, maintaining 99% system uptime and processing millions in payments.
  • Automated report generation by developing PowerShell scripts, reducing report cycle time by over five hours.
  • Executed SQL queries for root cause analysis of billing discrepancies, achieving 95% SLA adherence through ServiceNow.
  • Authored SOPs for critical billing workflows to enhance team efficiency and compliance standards.
  • Collaborated with QA, developers, and account managers during Agile sprints to prioritize defects and enhancements.

Technical Support Analyst

Roche - Genmark Diagnostics
Carlsbad, USA
06.2022 - 10.2022
  • Resolved 90% of incidents within SLA for Linux-based diagnostic systems through log analysis and remote diagnostics.
  • Documented issues in ServiceNow while providing phone and email support to lab personnel.
  • Ensured compliance with regulatory standards in all support interactions.
  • Coordinated with engineering teams to escalate hardware and software integration issues, reducing resolution time by 20%.

Technical Support Specialist II

Tandem Diabetes Care
San Diego, USA
10.2020 - 05.2022
  • Provided frontline support for FDA-regulated insulin pump software, guiding Type 1 diabetic patients through urgent technical issues with 98% satisfaction ratings.
  • Diagnosed and resolved device connectivity and software errors, documenting cases in CRM per FDA guidelines.
  • Trained patients on software updates and device usage, enhancing user adoption and compliance.

Education

Bachelor of Science - Human Anatomy and Physiology

University of Arizona
Tucson, AZ
08.2019

Skills

  • AWS services and EC2
  • Cloud monitoring with CloudWatch
  • Windows and Linux administration
  • PowerShell and Bash scripting
  • JavaScript and SQL proficiency
  • XML data handling
  • Grafana for data visualization
  • Version control with GitHub
  • Service management with ServiceNow
  • Project tracking in Jira
  • Salesforce CRM expertise
  • REST API integration
  • Agile and Scrum methodologies
  • ITIL framework knowledge
  • Root cause analysis techniques
  • Technical writing skills
  • Network security practices
  • Incident response strategies
  • SOP development processes
  • Cross-time-zone collaboration
  • SaaS support
  • SQL query execution

Projects

Medical Billing Automation Script, Designed a PowerShell script to parse medical billing reports, validate data against databases, and update XML files, saving 5+ hours per report cycle., PowerShell, SQL, XML, Windows Server SOP Development for Billing Workflows, Created comprehensive SOPs for a medical billing platform, streamlining processes for handling high-value transactions and ensuring compliance., ServiceNow, Agile methodologies

High Pressure Expertise

Proven calm and effective performance in medically urgent and high-stakes technical support scenarios.

Global Collaboration

Coordinated with distributed teams in India and supported nationwide deployments for healthcare systems.

Certifications Training

  • AWS Cloud Practitioner Essentials, Course Completed, Exam Pending, 2025
  • Scrum Fundamentals Certified (SFC), SCRUMstudy, 2025
  • PMI Kickoff: Traditional & Agile Project Management, 2025
  • Cisco Introduction to Cybersecurity, 2025
  • Cisco Networking Basics, 2025
  • ISC2 Certified in Cybersecurity (CC, Course Audited), 2025
  • NVIDIA Generative AI Explained (Module 1), 2025
  • NREMT, CoSD Certified, BLS (AHA), 2024

Accomplishments

Company MVP Q4 2023

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Certification

AWS Cloud Practitioner Essentials (Course Completed, Exam Pending) – 2025

Scrum Fundamentals Certified (SFC), SCRUMstudy – 2025

PMI Kickoff: Traditional & Agile Project Management – 2025

Cisco Introduction to Cybersecurity – 2025

Cisco Networking Basics – 2025

ISC2 Certified in Cybersecurity (CC, Course Audited) – 2025

NREMT, CoSD Certified, BLS (AHA) – 2024

Timeline

Technical Support Engineer II

Mitchell International
01.2023 - Current

Technical Support Analyst

Roche - Genmark Diagnostics
06.2022 - 10.2022

Technical Support Specialist II

Tandem Diabetes Care
10.2020 - 05.2022

Bachelor of Science - Human Anatomy and Physiology

University of Arizona

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