Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Gabriel Astua Soto

San José

Summary

Having successfully completed all three CCNA modules, I possess a robust foundational knowledge in networking, encompassing IP addressing, routing, and switching. I am adept at managing and troubleshooting network configurations and security issues. Additionally, I have substantial experience in addressing licensing matters, including contract activations and subscription management, with a thorough understanding of volume licensing processes and compliance requirements.

Overview

1
1
year of professional experience

Work History

Support Escalation Manager

Tek Experts
02.2024 - Current
  • Assist enterprise clients, commercial executives, and partners with various amendments and concessions.
  • Handle volume licensing issues including contract activations (OLS), remapping enrollments linked to the same PCN, resolving specific provisioning errors, and processing grace period extension requests.
  • Facilitate collaboration among various support teams (M365 support, Azure support, DCoE engagement, Operations, etc...) within Microsoft to achieve the quickest resolution for end customers.
  • Address and resolve licensing issues for enterprise clients and their various subscriptions.
  • Manage and work on escalations involving different types of Customer Premier Support (CPS) cases.

Credit Card Specialist

Concentrix
11.2023 - 02.2024
  • Account Management: Oversee and manage customer credit card accounts, including processing applications, reviewing account status, and handling account updates or changes.
  • Customer Service: Provide exceptional customer service by addressing inquiries, resolving issues, and offering guidance on credit card features, benefits, and usage.
  • Fraud Prevention: Monitor accounts for suspicious activity, investigate potential fraud cases, and take appropriate actions to prevent and address fraud.
  • Transaction Processing: Handle and process transactions such as payments, adjustments, and refunds accurately and efficiently.


Salesperson

Comercial QUIRÓS
07.2023 - 11.2023
  • Client Engagement: Actively approach and engage potential clients to introduce and promote clothing materials, understanding their needs and providing tailored solutions.
  • Product Knowledge: Maintain deep knowledge of the company's fabric offerings, including types, qualities, and benefits, to effectively communicate with customers and address their inquiries.
  • Inventory Management: Monitor and manage inventory levels, ensuring adequate stock of popular materials and coordinating with suppliers to replenish as needed.
  • Customer Service: Provide exceptional customer service by responding promptly to client queries, processing orders accurately, and handling any issues or returns with professionalism.

Education

CCNA Module 3 -

Universidad Castro Carazo
San Jose, Costa Rica
12.2023

Bachelor's degree -

Liceo Napoleón Quesada Salazar
San José, Goicoechea
11.2022

Skills

  • M365 and Azure basic concepts knowledge
  • Logistics Management Customer Service Quality, management and assurance
  • Network protocols
  • WAN and LAN knowledge
  • Subnetting
  • Multitasking
  • Critical thinking
  • Cooperative
  • Troubleshooting

Languages

Spanish
English

Personal Information

Title: Sales

Timeline

Support Escalation Manager

Tek Experts
02.2024 - Current

Credit Card Specialist

Concentrix
11.2023 - 02.2024

Salesperson

Comercial QUIRÓS
07.2023 - 11.2023

CCNA Module 3 -

Universidad Castro Carazo

Bachelor's degree -

Liceo Napoleón Quesada Salazar

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Gabriel Astua Soto