Emanuel Castro Araya
Technical Support Engineer
San José,SJ
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Customer Technical Support Analyst
Fortriscorp
08.2023 - 03.2024
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided after-hours support as needed to maintain seamless 24/7 assistance for global clientele.
- Created user accounts and assigned permissions.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
- Translated complex technical issues into digestible language for non-technical users.
Technical Support Engineer
Tek Experts- Microsoft
08.2022 - 08.2023
- Supported customers, partners, account teams, and other Azure engineers to include assistance with issues involving bugs, configuration, user access, and vulnerabilities.
- Provided technical leadership and delivered innovative products and services to address customer specific requirements.
- Collaborated with cross-functional teams to design, develop, and implement seamless cloud migrations.
- Streamlined deployment processes with integration of automation tools and best practices.
- Understood client needs and objectives by conducting proactive customer and data analysis.
- Used metrics to monitor application and infrastructure performance.
- Monitored network hardware operations to evaluate proper configuration.
- Created custom scripts to automate repetitive tasks, increasing efficiency within the team.
Custom Solutions Manager
HPE
01.2021 - 07.2022
- Supported accounts like Facebook, Bank of America and State Street with cases requiring assistance with technical Depth.
- Maximized performance by monitoring daily activities and mentoring team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Accomplished multiple tasks within established timeframes.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Technical Support Engineer
Cisco TAC
Heredia, H
12.2018 - 12.2020
- Supported customers, partners, account teams, and other Cisco tac engineers to include assistance with issues involving bugs, configuration, user access, and vulnerabilities.
- Consistently met or exceeded performance metrics, contributing to overall team success by at least 25 percent.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Streamlined support processes for increased efficiency and reduced response times.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Monitored system performance to identify potential issues.
- Mentored junior members of team on best practices in issue resolution techniques.
Education
System Engineering - Computer and Information Sciences
Fidelitas University
San José, SJ 01.2020 - Current
Some College (No Degree) -
Technical Professional High School of Santa Ana
Santa Ana, SJ 01.2015 - 12.2018
Some College (No Degree) -
Technical Professional High School of Santa Ana
Santa Ana, SJ 01.2018 - 12.2018
Skills
Training Materials Development
Network Operational Enhancements
Software diagnosis
Customer Success Management
Microsoft Windows and Office
Problem-Solving
VoIP Installation
Virtualization Technologies
Remote Technical Support
References
- Fabian Orozco Marín, 8514 0976
- Carlos Castro Acuña, 8317 4112
Timeline
Customer Technical Support Analyst
Fortriscorp
08.2023 - 03.2024
Technical Support Engineer
Tek Experts- Microsoft
08.2022 - 08.2023
Custom Solutions Manager
HPE
01.2021 - 07.2022
System Engineering - Computer and Information Sciences
Fidelitas University
01.2020 - Current
Technical Support Engineer
Cisco TAC
12.2018 - 12.2020
Some College (No Degree) -
Technical Professional High School of Santa Ana
01.2018 - 12.2018
Some College (No Degree) -
Technical Professional High School of Santa Ana
01.2015 - 12.2018