DAVID FLOREZ RAMIREZ

Specialist in Azure Resource Management and Infrastructure as Code, utilizing Terraform and Bicep for efficient deployments. Implemented Azure policies and leveraged Azure SDKs and Lighthouse for effective cross-tenant management and global customer support. Proficient in scripting and automation, actively engaged in various internal projects, and led Azure-related training initiatives to enhance team capabilities.

Handled complex and high-severity network issues related to TCP/IP, DNS, DHCP, Offloading Technologies, SMB, and VPN. Diagnosed and resolved advanced networking problems, collaborating with teams for in-depth technical analysis. Ensured customer satisfaction through effective issue resolution. Demonstrated expertise in Windows networking environments, strong problem-solving skills, and the ability to manage escalations and provide guidance to both customers and team members.

Committed to superior technical support, expertly handling all severity cases in enterprise environments. Proficient in TCP/IP, DNS, DHCP, Offloading Technologies, SMB, and VPN analysis and troubleshooting. Ensured SLA compliance and high customer satisfaction through effective problem resolution. Collaborated with teams for issue understanding, provided peer training, and proactively managed escalations. Documented work meticulously and assisted colleagues with technical queries.

Specialized in Windows Networking, addressing intricate and high-priority network issues involving TCP/IP, DNS, DHCP, Offloading Technologies, SMB, and VPN. Responsibilities included thorough diagnosis and resolution of complex server and network problems, effective collaboration with technical teams for in-depth analysis, and a strong commitment to achieving customer satisfaction. Demonstrated deep understanding of Windows server and networking environments, exceptional problem-solving abilities, and the competence to manage escalations and provide expert advice to both customers and internal team members.

Managed case risks, provided user support under tight deadlines, and independently resolved complex issues. Drove learning in new technologies, offered advanced technical guidance in enterprise environments, and ensured SLA compliance. Mentored team members, led technical discussions, and collaborated with other teams to enhance service quality. Handled after-hours requests, ensuring full availability and uninterrupted service.

Handled technical issues in hardware and software from internal and external sources. Responded to inquiries regarding service, product features, specifications, and repairs, tailored to customer entitlements. Proactively helped clients avoid or minimize problems. Assessed unique installations or configurations and recommended solutions. Communicated effectively in writing and verbally, representing the company in customer interactions and industry events. Collaborated with team members to meet SLA requirements of businesses and end users. Supported the Sales Pursuit team by developing partnerships.