Alvaro Jimenez Alpizar

Troubleshoot product issues reported by customers (Emerson users across the globe) via email and provide resolution/workaround by referencing documents, release notes, product documentation, knowledge base, etc.

Proactively call and chat with customers to troubleshoot the issue or gather information

Proactively gather from customers all necessary information required by the support and development teams to resolve the issue.

Independently simulate and/or recreate customer reported issues in an effort to provide resolution and escalate to Development team when needed by creating tickets.

Provide detailed explanation to customers regarding software use, navigation, reporting, and other product operations.

Enter all reported issues into the support ticket tracking system in a consistent manner including detailed documentation of the issues, resolutions and concerns regarding inquiries from clients for tracking purposes and trend analysis.

Taking ownership of support tickets and coordinating with next level support staff for resolving issues and escalate in a timely manner based on the priority/severity.

Perform user acceptance testing for bug fixes and provide feedback to Development teams during product release cycles.

Document customer reported issues and solution provided to build a support knowledge base for future reference.

Availability during critical production down times and active participation in anchoring and helping to resolve issues.

Attend on-going training to achieve a higher level of skills that are needed to solve complex problems.

Good understanding of active directory and networks

• JUMPCLOUD
• BELEN, COSTA RICA
• Work on integrations from the platform with Azure and Google Cloud
• Work with SAML and create SSO connections for web tools
• Troubleshoot RADIUS and LDAP
• Work on migrations from servers On Premise to the platform or from AAD and GC
• Work with scripts and queries in order to help the customer with certain PowerShell functionalities from the platform
• Monitor the Platform infrastructure
• Collect logs and information from the device in order to solve it or make a screenshare with the customer.

• SAN PEDRO, COSTA RICA
• Support all the identity issues with the tenants
• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues
• Assign appropriate severity level, category, priority, and team to each incident
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting con dential and sensitive information

• COSTA RICA
• Support hardware like servers and platforms from multinationals
• Manages recurring and escalated problems
• Manages troubleshooting efforts to identify and rectify problems
• Manages efforts to analyze and prioritize incoming requests and alerts
• Manages the service delivery process and outcomes for rst and second level support for products and applications by taking accountability for resolution of systems' issues
• Follows and manages the development of standard operating procedures.

• LLBEAN
• ESCAZÚ, COSTA RICA
• Monitor and respond quickly to incoming requests relate to IT issues also maintain computer systems and act as support if any system goes down
• Assist with onboarding of new users and maintain user PCs, including upgrades and con guration as needed
• Create tickets with a ticketing system like Jira or
• ServiceNow and resolve those tickets with the right documentation,, also we had to créate our own knowledge base according to our experiences with the systems