Danny Aguilar Barahona
Heredia, Costa Rica
Summary
Easy going, responsible and excellent with experience in troubleshooting, customer facing role and technical areas. To perform, offer and develop all my skills in the designated area, also to acquire trough the responsibility and trust the experience in which I will get an important goal in my professional and personal growth. Smart Customer Support Engineer accomplished providing exceptional service and assistance to clients. Enthusiastic professional with strong understanding of all network, communication and security protocols.
Overview
9
9
years of professional experience
Work History
Customer Support Engineer
Allyis
01.2023 - Current
- Customer facing role in Microsoft Azure ASMS as a billing and subscription support representative in Allyis company
- Answered incoming support inquiries via phone and email.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Generated reports to track performance and analyze trends.
Technical Support Escalation Engineer
Tek Experts
03.2019 - 08.2022
- Started as level two support engineer taking technical cases and providing solution in complex networking environments.
- Moved to floor support helping new engineers in the resolution of the tickets.
- Changed to Level three technical escalation engineer working with the escalation path Technical Leaders and Subject matter experts to provide better solutions and trainings.
- Worked with Networking solutions such as Virtual Private Network, Load Balancer, Azure Firewall, Kusto queries, Power Shell script.
- Monitored system performance to identify potential issues.
- Reproduce customer environments to troubleshoot in real time with customers
Basic Tech Support Engineer
CSS Corp
02.2017 - 01.2019
- Started as a basic support engineer, taking calls to provide basic technical solutions for Voice over IP issues.
- Basic configuration for virtual receptionists.
- Moved to Quality Analyst backup, listened to call from other agents and provided feedback to improvement of process.
- Advanced technical support for voice over IP solutions troubleshooting issues based on the OSI model and making advanced troubleshooting.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to customer inquiries and provided technical assistance over phone.
Customer Service Representative
Sykes
09.2014 - 10.2015
- Customer service representative fr AT&T support trough phone
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Cisco Certification Course - Computer Networking
Universidad Nacional De Costa Rica
Heredia2018
High School Diploma -
High School Diploma
San Jose2009
English Course: General Purpose Program -
Instituto Nacional De Aprendizaje
San Jose2009
Skills
- Leadership
- Communication
- Teamwork
- Capacity to adapt
- Soft Skills
- Empathic
- Troubleshooting Skills:
- VPN
- Firewall
- TCP -UDP
- HTTP-HTTPS
- SSL
- TLS
- IPsec
- GRE
- SAML
- IKE
- Customer Support
- Network Configuration
- DLP
- SDWAN
Additional Information
- ID: 6-0368-0425
Timeline
Customer Support Engineer
Allyis
01.2023 - Current
Technical Support Escalation Engineer
Tek Experts
03.2019 - 08.2022
Basic Tech Support Engineer
CSS Corp
02.2017 - 01.2019
Customer Service Representative
Sykes
09.2014 - 10.2015
Cisco Certification Course - Computer Networking
Universidad Nacional De Costa Rica
High School Diploma -
High School Diploma
English Course: General Purpose Program -
Instituto Nacional De Aprendizaje
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