CARLOS E. GUTIÉRREZ HERNÁNDEZ
Senior Cloud Engineer, Azure
Desamparados,San Jose
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Competent Engineering professional offering foundation in engineering project management and design. History of success in performing load and cost calculations and establishing clear parameters. Detail-oriented with strong knowledge of Azure Cloud.
Engineering professional with proven ability to innovate and solve complex technical challenges. Known for delivering high-quality solutions and driving team success through effective collaboration and adaptability. Skills include systems analysis, project management, and technical troubleshooting.
Overview
11
11
years of professional experience
1994
1994
years of post-secondary education
Work History
Cloud Ops Engineer Senior Lvl 1, Ops Lead and TL
Globant Costa Rica
03.2020 - Current
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
Azure Monitoring and Automation Support Escalation Engineer L3
Tek Experts Costa Rica
11.2018 - 01.2020
- Mentored junior engineers, improving their problem-solving abilities and overall productivity.
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
- Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
- Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
Infrastructure Support Technician - Intermediate
Equifax Costa Rica
05.2018 - 11.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Trained users on how to operate components and systems.
Senior IT Support Specialist VoIP & Video
McKinsey & Company Support Services CR
12.2016 - 09.2018
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
Team Leader Avaya NA Vertical
ITO Service Delivery HPE Costa Rica
03.2014 - 11.2016
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Elementary -
Escuela Ciudadelas Unidas
Customer Service and crisis solution - undefined
INA
Avaya Certified (ACIS) - undefined
MS Azure Architecture Certified - undefined
University Information Technology - undefined
BYU
Skills
Conversational and technical English
Incident management
Customer problem solving
Change management
First aid maneuvers
Cardiopulmonary resuscitation (CPR)
Configuration of Avaya Call Routing components
Configuration of Skills / VDNs
Call Center functions
Avaya PBX
Avaya CMS Server
Avaya AES
Time management
Quality control
Project planning
Technical reporting
Team collaboration
Professional References
- Francisco Ruíz Fuentes, General Manager RH Digital, 8354-8882 / 7134-9405
- Daniel Quiros Solano, Technical Supervisor Chief Millicom Cable Costa Rica S. A., 8576-1244
- Leda Palomas, Avaya APCS Manager NA Vertical, +54 9 11 3581-7155
- Luis Roberto Sánchez, Operations Manager ESD Equifax, 8815-5699
Extracurricular Experience
Leadership with young people, organizing activities with groups of 50 to 200 in which dynamics are developed that exalt the teaching of values and principles of an upright life. Trainer for new hires and the Coworkers in order to keep the department Updated. Instructor and trainer of telecommunication groups for the last 16 years. Exhibitor of issues before average attendance audiences of 50 to 400 people. Exhibitor of topics of Technology and Graphic Arts in the INA, UNED and U Fidélitas with audiences of 50 to 200 people.
Personal Information
- Nationality: Costa Rican
- Marital Status: Married
Studies
- Elementary, Escuela Ciudadelas Unidas, 1994
- Secondary, Bachillerato por Madurez
- Others, Customer Service and crisis solution, INA, 2014, Avaya Certified (ACIS), 2016, MS Azure Architecture Certified, BYU University Information Technology, 2027
Timeline
Cloud Ops Engineer Senior Lvl 1, Ops Lead and TL
Globant Costa Rica
03.2020 - Current
Azure Monitoring and Automation Support Escalation Engineer L3
Tek Experts Costa Rica
11.2018 - 01.2020
Infrastructure Support Technician - Intermediate
Equifax Costa Rica
05.2018 - 11.2018
Senior IT Support Specialist VoIP & Video
McKinsey & Company Support Services CR
12.2016 - 09.2018
Team Leader Avaya NA Vertical
ITO Service Delivery HPE Costa Rica
03.2014 - 11.2016
Customer Service and crisis solution - undefined
INA
Avaya Certified (ACIS) - undefined
MS Azure Architecture Certified - undefined
University Information Technology - undefined
BYU
Elementary -
Escuela Ciudadelas Unidas