Daniela Alvarez
Costa Rica
Summary
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
13
13
years of professional experience
1
1
Certification
Work History
SASE Technical Support Engineer
VMware
02.2022 - 10.2024
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Network Security Engineer
Concentrix
01.2020 - 01.2022
- Efficiently resolved high-priority incidents through thorough analysis of relevant logs and system data.
- Performed network troubleshooting to isolate and diagnose common problems.
- Enhanced network security protocols by implementing advanced firewall configurations, significantly reducing vulnerability to external attacks.
Collaboration Support Engineer
Sykes
06.2019 - 01.2020
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Partner Network Support
VMware
06.2017 - 06.2019
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Monitored partner performance and provided feedback on areas of improvement.
Service Desk Expert
Fujitsu
01.2014 - 06.2017
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Monitored ticket queue closely to ensure prompt responses and accurate prioritization of tasks based on urgency levels.
- Managed high volume of incoming support requests, maintaining professionalism under pressure.
Customer Service Representative
Sykes
11.2011 - 12.2013
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor in Computer Science -
Saint Leo University
12-2027
High School Diploma -
Colegio Técnico Profesional Jesús Ocaña Rojas
12-2011
Skills
- Technical Troubleshooting
- Technical Support
- Problem-Solving
- Root Cause Analysis
- Teamwork and Collaboration
- Customer Service
- Ticket management
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Elementary
A2
https://www.linkedin.com/in/daniela-alvarez-60701a198
Certification
VMware SD-WAN Foundations Skills 2023
Timeline
SASE Technical Support Engineer
VMware
02.2022 - 10.2024
Network Security Engineer
Concentrix
01.2020 - 01.2022
Collaboration Support Engineer
Sykes
06.2019 - 01.2020
Partner Network Support
VMware
06.2017 - 06.2019
Service Desk Expert
Fujitsu
01.2014 - 06.2017
Customer Service Representative
Sykes
11.2011 - 12.2013
Bachelor in Computer Science -
Saint Leo University
High School Diploma -
Colegio Técnico Profesional Jesús Ocaña Rojas
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