Over 25 years of experience in system administration, technical support, and escalation management across cloud and data center environments. Skilled in leading technical teams and managing complex issues for enterprise clients.
Designed, supported, and troubleshot cloud environments including Azure and Office 365, ensuring secure and efficient operations.
Managed technical escalations for enterprise clients, providing resolution for high-impact incidents and improving customer satisfaction.
Maintained and supported physical and virtual server infrastructure, including SANs and storage systems in mission-critical environments.
Supported enterprise network and server infrastructure, handling complex troubleshooting and infrastructure improvements.
Colegio Profesional de Orientadores de Costa Rica
Primary escalation owner for Google Workspace Environment , Azure and Office 365, Provided technical Support (On Call Service), Problem Solver, OnPrem and cloud infrastructure Support, PBX support, Office 365 Support (On Prem with Intune)
Tek Experts
Primary escalation owner for Microsoft Finance & Operations ,Azure Infrastructure cases, Provided technical direction and final decision-making for L2/L3/L4 engineers, Mentored engineers, improving resolution quality and SLA adherence, Led complex Intune, identity, OnPrem and cloud...
Intel Corporation
Datacenter physical touch engineer in mission-critical environments, Led first-layer escalation management and incident coordination, Supported SAN, storage, and server infrastructure, Trusted resource for production-impacting troubleshooting
Infotree SRL
CCNA v7
Python Certification
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Led technical teams, mentored engineers, and supported incident resolution to adhere to SLAs and improve resolution quality.
Managed enterprise network and server infrastructure, Acted as Escalation Manager within IT department, Supported business analysis and infrastructure improvements
Avast (FirstBase)
Supported enterprise and VIP customers, Owned complex technical escalations, Recognized for customer satisfaction and technical ownership