Alexander Campos Rojas
Technical Account Manager
San Pablo De Heredia,H
Summary
My is currently a Technical Account Manager with over 15 years of experience in the IT arena. My career has spanned various roles, including Customer Service Representative, Helpdesk Specialist, and Software Release Manager, allowing me to gain a comprehensive understanding of multiple facets of the IT industry. Alex's extensive background enables him to provide exceptional support and guidance, addressing the ever-growing need for effective solutions in complex scenarios on a daily basis.
In my role, I have successfully managed numerous migration projects, transitioning from legacy tools to modern systems. His ability to coordinate seamlessly with diverse teams be it logistics, End User Support, or other departments is instrumental in meeting project deadlines. My meticulous attention to detail and strong sense of urgency ensure that he consistently seeks out the best paths for optimized solutions, ultimately driving efficiency and success in his projects.
Overview
9
9
years of professional experience
Work History
IT Helpdesk
Sykes
1 2005 - 1 2016
- Assisted various accounts and platforms, both segregated and non-segregated
- Managed logical and physical support for day-to-day operations, resolving issues related to web-based and non-web-based tools
- Conducted problem reproduction, diagnosis, and quick solution implementation
- Installed and repaired software, created desktop computer images, and ensured proper functionality of various software applications
- Managed Active Directory tasks including user creation, deletion, and modification
- Handled email account setup and management
- Expertly managed phone systems through Avaya ASA and Cisco Call Manager, including creation, deletion, and modification of extensions, DIDs, and logins
- Ensured confidentiality and security of highly sensitive information
- Proficient in Microsoft Active Directory, Avaya ASA, and Avaya Dictionary.
Software Release Manager
Avaya Account
01.2016 - 01.2019
- Served as a Technical Project Manager, specializing in software release management for a broad range of Avaya products
- Responsible for planning and executing upgrades, providing remote support, and ensuring seamless project management across all stages of the release process
- Planned and coordinated upgrades for Avaya products, ensuring alignment with project timelines and stakeholder expectations
- Provided comprehensive support for hardware/software systems and applications, assisting customers and field personnel via remote connections
- Conducted network discovery to verify device access, battery status, and license validity through SSH and web interfaces
- Utilized VMware products and leveraged Linux expertise to perform essential tasks and support infrastructure
- Interacted directly with service delivery managers and customers through email and phone to manage resources and timelines effectively
- Oversaw the three critical phases of operations-Staging, Site Readiness, and Execution-ensuring project success on scheduled dates.
Future Workplace Associate Consultant
SoftwareOne
01.2019 - 03.2021
- Delivered comprehensive deployment of Microsoft Teams, tailored to various user personas and governance requirements for different tenants
- Set up and configured Call Queues and Auto Attendants to streamline communication within organizations
- Conducted discovery sessions to gather information on customers' existing infrastructure
- Assessed needs and planned the transition from on-premise platforms to Office 365, ensuring a smooth and efficient migration
- Configured Session Border Controllers (SBCs), including both virtual and physical models of the AudioCodes m800b series
- Installed necessary licenses and certificates, and performed thorough testing to ensure successful call routing through the SBCs
- Used syslog tools for in-depth troubleshooting of issues related to SBC configurations and call connectivity
- Diagnosed and resolved issues to ensure seamless communication channels for clients
- Ensured governance policies were in place for Microsoft Teams deployments, aligning with the client's compliance and regulatory requirements.
Tier 2 Engineer
Okta
04.2021 - 04.2022
- Handle tickets related to organizational issues, such as administration, reporting, and customization
- Address issues related to the application dashboard, plug-ins, and overall end user experience
- Resolve API-related cases, using tools like Postman for troubleshooting
- Support and troubleshoot MFA for Okta tenants and applications, including Okta Verify mobile app, SMS, and other MFA options
- Review and escalate tickets to L3 support from other pods when necessary
- Conduct extensive research and read documentation to resolve complex Okta-related issues and customer integrations
- Check logs using Splunk and Okta's proprietary log system to diagnose and troubleshoot issues
- Ensure customer cases are updated within a timely manner to meet the corresponding Service Level Agreements (SLAs).
End User Support
Foundever
04.2022 - 04.2023
- Preparing laptops and desktops for various accounts
- Ensuring all peripherals are included
- Shipping prepared devices to remote agents
- Creating, changing, and deleting accounts on Active Directory
- Handling issues for both onsite and remote agents
- Utilizing tools like phone calls, LogMeIn, Microsoft Teams, and Zoom for support
- Creating cross-connects to manage switch port connections in server rooms
- Patching and unpatching ports as part of daily tasks
- Requesting and managing licenses on Azure AD
- Creating and supporting extensions
- Creating and supporting VDN (Vector Directory Numbers) and extensions using Avaya Site Administrator
- Following up on issues as they arise
- Utilizing the correct escalation path to address complex problems effectively.
Technical Account Manager
Foundever
04.2023 - Current
- Manage multiple accounts, in Multiple regions such as Latam and Apac ensuring IT projects are executed efficiently and in a timely manner
- Delegate tasks to appropriate departments and teams
- Develop and implement solutions for new tool/software integration and upgrades
- Lead the implementation of new accounts, coordinating with Call Center Logistics for hardware delivery
- Plan and prepare sites for incoming Full-Time Employees (FTEs)
- Oversee inventory management and ensure timely delivery of PCs and other equipment
- Coordinate logistics to ensure site readiness in accordance with the Statement of Work (SOW) agreed upon with customers
- Provide expert IT support to operational teams
- Identify and engage the correct departments or individuals to complete projects and resolve issues
- Manage ramp-ups and End of Life (EOL) transitions for accounts
- Participate in a monthly on-call rotation to provide 24/7 support
- Engage all necessary parties during outages to mitigate and resolve issues affecting accounts as soon as possible.
Skills
Process Analysis
Educationcertifications
- Durango High School Colorado U.S.A.
- Liceo Lic. Alfredo Gonzáles Flores
- Certified on Microsoft MS-100 identity and Services
- Certified on Microsoft MS-700 365 Teams Administrator
- Passed exam 70-334 Core Solutions Microsoft Skype for Business 2015
- Certified as Linux administrator
- VMware Foundations Certified 6.5
- VMware Datacenter Virtualization 6.5
- Okta Professional Certification 2020
Personal Information
- ID Number: 1-0956-0619
- Date of Birth: 12/28/76
- Nationality: Costa Rican
- Marital Status: Single
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Technical Account Manager
Foundever
04.2023 - Current
End User Support
Foundever
04.2022 - 04.2023
Tier 2 Engineer
Okta
04.2021 - 04.2022
Future Workplace Associate Consultant
SoftwareOne
01.2019 - 03.2021
Software Release Manager
Avaya Account
01.2016 - 01.2019
IT Helpdesk
Sykes
1 2005 - 1 2016
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