Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Douglas Matamoros

Windows User Experience Support Engineer
Heredia, Costa Rica

Summary

  • Douglas is a Microsoft Engineer with 17 years of excellence, renowned for his strategic leadership in technical support and process innovation. As a Windows Queue Excellence Lead, he led the team to a zero-missed SLA achievement, optimizing case management and enhancing service delivery. His process improvementsensured balanced workloads and precise engineer-case alignment, contributing to a 95.4% IR in Q2-FY23 and the October FY23 Impact Award.
  • In January FY24, Douglas was recognized for his commitment to Process Excellence in Transfer Process (HO) sessions, bolstering the team’s collaborative success. At DXC Technology, he directed a 25+ member high-performance team, serving as the escalation point for complex technical issues and Service Improvement Plans. He was pivotal in productivity projects, and as the on-boarding and off-boarding process owner, he ensured seamless transitions for staff.
  • Douglas developed and maintained training processes and materials for over 30 staff members, enhancing the capabilities of the Windows User Experience and Windows Performance Teams. His dedication to Microsoft’s values is evident in his mentorship, promoting knowledge sharing and professional development. As he steps into a Technical Support Advisory role, Douglas’s blend of leadership, operational expertise, and technical acumen positions him to inspire innovation and drive success within Microsoft.

Overview

17
17
years of professional experience
16
16
years of post-secondary education
5
5
Certifications
2
2
Languages

Work History

Windows User Experience Support Engineer

Microsoft
8 2018 - Current
  • Elevated customer support experience by owning and resolving complex technical issues, fostering collaboration, and promoting best practices across teams.
  • Led case escalation and incident management, contributing to product improvements and driving case deflection through digital self-help assets.
  • Enhanced team expertise by providing knowledge sharing, technical coaching, and mentoring, along with ramp activities for new technologies.
  • Advanced technical proficiency in Remote Desktop Services, Server Management, Azure Virtual Desktop, and cloud services, ensuring robust configuration, management, and troubleshooting.

IT Service Delivery Consultant III

Hewlett Packard Enterprise
05.2007 - 08.2018
  • Administered BMC Control-M and IBM Tivoli Workload Scheduler, managing complex batch processing and scheduling across Windows and UNIX systems.
  • Led a team of 25+ as Operations Team Lead, overseeing daily operations, SLA management, and staff planning, while driving productivity improvements.
  • Monitored over 100,000+ batch jobs, providing real-time expert analysis and troubleshooting, and enhancing ITIL process areas like Incident and Change Management.
  • Developed training materials and served as the escalation point for technical issues, significantly contributing to service improvement plans and team onboarding.

Education

Bachelor of Science - Computer Engineering

Universidad Hispanoamericana
Heredia
05.2008 - Current

Skills

Case Management & Delivery Excellence

Customer Service Excellence

Process Improvement & Supportability

Readiness Development & Training

Collaboration & Team Leadership

Technical Proficiency

Strategic Planning

Adaptability & Flexibility

Certification

Microsoft Certified: Azure Virtual Desktop Specialty

Timeline

ITIL® Foundation Certificate in IT Service Management Version 3

10-2012

Bachelor of Science - Computer Engineering

Universidad Hispanoamericana
05.2008 - Current

IT Service Delivery Consultant III

Hewlett Packard Enterprise
05.2007 - 08.2018

Windows User Experience Support Engineer

Microsoft
8 2018 - Current

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Douglas MatamorosWindows User Experience Support Engineer