Danilo Gonzalez
San Jose
Summary
Accomplished and talented Senior Technical Lead at Tek Experts,Technical Lead adept at integrating diverse technical resources and knowledge into business operations and developing innovative technical solutions to types of environments and business requirements. Strong history of managing highly effective teams to execute complex projects and achieve the desired team metrics within stringent timeframes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Lead
Tek Experts
11.2021 - Current
- Worked as both Web apps and Azure DevOps support enginer before being promoted to Level 2 engineer , and then Level 3 support engineer and currently act as a technical lead.
- Oversaw technical escalations and the critical cases, as well as handled inquiries from the Level 2 and Level 3 engineers.
- Fostered a culture of innovation within the technical team by encouraging experimentation with cutting-edge technologies and tools.
- Championed continuous integration practices within the team by automating build processes and deploying effective version control systems.
- Delivered exceptional customer experiences by collaborating closely with clients during all stages of product development life cycle, from ideation to deployment.
- Managed team of fifteen to twenty personnel focused on implementing performance improvement plans and maintaining the desired performance thresholds.
Technical Support Executive
DXC Technology
07.2019 - 11.2022
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Served as a subject matter expert on key technologies, providing guidance and expertise to colleagues when needed.
- Participated in cross-functional teams to address systemic issues impacting multiple departments or business functions.
Technical Specialist
Amazon
03.2017 - 08.2018
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Completed troubleshooting and diagnostics on company resources and trained clients on the use of the platform.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
Technical Support Representative
SYKES
10.2015 - 03.2016
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
Technical Support Representative
Tek Experts
11.2013 - 04.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving cases for the networking Team named NNM
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled demanding tickets efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
No Degree - Computer And Information Sciences
Universidad Nacional De Costa Rica
HerediaNo Degree - Food Technology Engineering
Universidad De San Jose
San Francisco De Dos Rios, Costa Rica12.2028
Skills
- Cloud infrastructure, maintenance and implementation
- DevOps Practices
- Cybersecurity Expertise
- Customer Relationship Management
- Project Leadership
- Quality Assurance
- Project Management
- Windows IIS support and implementation
- Webapps and Browsers(Chromium)
Certification
- Azure az-900 cloud computing Fundamentals
- Cisco CCNA modules 1,2 and 3
- IT essentials and computer maintenance
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Elementary
A2
Timeline
Senior Technical Lead
Tek Experts
11.2021 - Current
Technical Support Executive
DXC Technology
07.2019 - 11.2022
Technical Specialist
Amazon
03.2017 - 08.2018
Technical Support Representative
SYKES
10.2015 - 03.2016
Technical Support Representative
Tek Experts
11.2013 - 04.2014
No Degree - Computer And Information Sciences
Universidad Nacional De Costa Rica
No Degree - Food Technology Engineering
Universidad De San Jose
Similar Profiles
Gavin JacksonGavin Jackson
Microsoft Tier 2 Support Engineer at Tek ExpertsMicrosoft Tier 2 Support Engineer at Tek Experts
Fabrice GisoreFabrice Gisore
IT Support Engineer-Ms 365 at Tek Experts Rwanda LTDIT Support Engineer-Ms 365 at Tek Experts Rwanda LTD
OBED HABYARIMANAOBED HABYARIMANA
Technical Support Engineer at Tek-expertsTechnical Support Engineer at Tek-experts