Edder Ortiz
Service Support Manager
Alajuela
Summary
With a diverse career in customer support, cloud services, and support management, expertise has been developed in handling complex technical issues, managing customer relationships, and driving client support experiences and projects. A dedicated problem-solver focuses on streamlining operations, reducing costs, and promoting efficiency. Through independent decision-making and judgment, contributions to the success of both the company and its customers are consistently made.
Overview
16
16
years of professional experience
1
1
Certification
2
2
Languages
Work History
Support Service Manager / SSM
VMware
San José, Provincia de San Jose
01.2022 - 01.2024
- Establish strong relationships with clients and engage with them.
- Handling customer needs or requests differentiating between critical and regular implementations
- Resolving complaints and keeping track of all processes that pertain to the relationship management between our customers and our support team
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Dealing with disputes by providing effective solutions
- Onboarding customers and providing training regarding the organization's offering
- Establishing a good relationship with TSEs and ensuring timely completion of projects and high-quality workmanship.
- Managing critical situations and escalations
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinating multiple cross-functional and time-sensitive projects
- Collecting and analyzing data concerning customer behavior to understand changing needs
- Doing periodic Support Business Reviews with customers
- Resolved customer complaints in professional and timely manner.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Client Capability Lead
DXC Technology
San José, Provincia de San Jose
01.2015 - 01.2022
- Communication skills
- Solid business acumen and overall knowledge of the VPC offering
- Ability to become proficient in new technologies and their business applications
- Experience working on multiple cross-functional and time-sensitive projects
- Ability to plan and complete a diverse range of assignments accurately and in a timely fashion
- Experience building strong relationships with senior stakeholders
- Analytical mindset, ability to interpret data and drive business conclusions
- Ability to work as part of a team, which may be virtual, global, and/or multi-functional
- Analyzed existing processes to identify opportunities for optimization, recommending changes that led to significant cost savings and improved performance.
- Handling customer escalations and complaints in a timely and professional manner
- Delivering Root Cause Analysis (RCA) to customers as requested for critical situations
- Developed and executed strategic plans for process improvement, driving operational excellence across the organization.
- Assisting in the onboarding process for new customers, ensuring a smooth transition to our services
- Leading troubleshooting calls and critical implementations between stakeholders and technical teams to resolve complex issues efficiently and effectively
GSD/ Quality Analyst
HPE
San José, Provincia de San Jose
01.2012 - 01.2015
- Ticket Audit Evaluations
- Quality Calibration Monitor Evaluations
- Training and Feedback
- Customer Satisfaction Report Analysis
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Internal Calibration Owner
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- External Calibration calls with the end client
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Managing Focus Group
- Training New agents to complete the User Acceptance Test (UAT)
- Induction to New Agents
- Biweekly Report to Agents
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
CSC / CAPS Agent
HP
San José, Provincia de San Jose
01.2010 - 01.2012
- Logging a case
- Following up processes & Monitoring triggers
- Working with third parties to complete cases on specific time frames
- Teamwork and open communication
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite, and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Quality Analyst
SYKES / ICT Group
San José, Provincia de San Jose
01.2008 - 01.2010
- Ticket Audit Evaluations
- Quality Calibration Monitor Evaluations
- Training and Feedback
- Provide Training to Agents
Education
Bachelor of Science - Social Anthropology
Universidad De Costa Rica
San José, Costa Rica 05.2001 -
Publicity & Design
Universidad De Las Ciencias Y El Arte
San José, Costa Rica 05.2001 - Current
AWS Certified Cloud Practitioner
Udemy
San José, Costa Rica 05.2001 - 05.2024
Skills
- VMware Certified Professional - Data Center Virtualization
- VMware vSphere Troubleshooting
- Cloud computing skills
- Customer service
- Problem-solving
- Relationship building
- Leadership skills
- Customer Success management
- Customer Success Manager goals & KPIs
- Customer management cycle
- Communication Skills
Biography
My professional background starts in September 2010 when I joined HP as a CAPS agent for the CSC services department; I was responsible for managing queues, answering calls, and monitoring tickets for VIP customers. Efficient ETA management and adherence to contracts were crucial for this role. In 2012, I moved to the GSD organization, where I worked as a Quality analyst, conducting audits, training agents, and providing daily, weekly, and monthly analyses of account performance, delivery quality, and client satisfaction. In 2015 I joined the HP Helion Cloud organization as a client capability lead or (CCL) for the virtual private cloud portion (VPC), where basically I worked with customers who wanted to start or expand their businesses within the company. I Served as the initial point of contact (POC) for customers seeking to set up an environment on virtual or physical servers in Windows or Linux platforms, configuring firewall rules, managing storage and backups, and handling various database types. I was responsible for maintaining customers' business environments and addressing associated challenges with them in VPC. In 2022 I joined VMware as a Support Service Manager (SSM/SAM); as a trusted advisor at VMware, my role was to provide premium support and drive an exceptional customer experience in alignment with our highest support level offering (S360). As part of my responsibilities, I served as a point of contact for any questions or issues, advocated for SR prioritization and resolution, participated in the success executive's quarterly business review, and oversaw service escalations. I also coordinated resources for support activities, worked alongside TSEs to manage and coordinate issue resolution, and leveraged various tools, including Skyline, to proactively share best practices and potential issues. Building strong relationships with our customers was integral to my role, and for that, we met and discussed support requests and projects. To summarize my career experience it showcases a transition from frontline customer support roles to more specialized positions focusing on cloud services and high-level support management. My experience highlights the ability to handle complex technical issues, manage customer relationships effectively, and drive overall support experiences and projects for clients.
Profile
16, 2, 12, Service Support Manager, 2, Yes, 04/12/25, True, True
Certification
VMware Certified Professional / Data Center Virtualization
Timeline
Support Service Manager / SSM
VMware
01.2022 - 01.2024
Client Capability Lead
DXC Technology
01.2015 - 01.2022
GSD/ Quality Analyst
HPE
01.2012 - 01.2015
CSC / CAPS Agent
HP
01.2010 - 01.2012
Quality Analyst
SYKES / ICT Group
01.2008 - 01.2010
Bachelor of Science - Social Anthropology
Universidad De Costa Rica
05.2001 -
Publicity & Design
Universidad De Las Ciencias Y El Arte
05.2001 - Current
AWS Certified Cloud Practitioner
Udemy
05.2001 - 05.2024
VMware Certified Professional / Data Center Virtualization
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