Gunnar Mauricio López González
Heredia
Summary
Senior Technical Support Leader with over 14 years of experience driving high-stakes operations and engineering teams within global technology environments (Microsoft, HP/HPE). Expert in orchestrating support delivery, ensuring security compliance, and leading cross-functional teams through complex digital transformations. Proven track record of elevating Customer Satisfaction (CSAT), optimizing incident management lifecycles, and fostering high-performance cultures across diverse, global time zones.
Knowledgeable manager with strong background in engineering management. Successfully led cross-functional teams and delivered multiple high-impact projects within budget and on time. Demonstrated ability to streamline processes and foster innovation through effective team collaboration and strategic planning.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Support Engineering Manager
MICROSOFT
10.2021 - Current
- Lead engineering operations in a high-demand environment, directly overseeing team performance, staffing capacity, and technical growth programs.
- Partner with global stakeholders to optimize delivery quality and reporting, ensuring alignment with organizational priorities and customer experience goals.
- Drive process compliance and security fundamentals, successfully managing high-priority escalations and reducing time-to-resolution for complex technical incidents.
- Spearhead initiatives to integrate AI (Copilot) into support workflows, enhancing case velocity and support engineer efficiency.
- Maintained 90%+ CSAT scores despite an increase in case volume month over month.
Support Delivery Manager
TEK EXPERTS
07.2020 - 10.2021
- Directed end-to-end support delivery operations, including rigorous ticket review, workforce planning, and activity coordination.
- Ensured consistent achievement of Service Level Agreements (SLAs) by optimizing engineer workloads and streamlining case management workflows.
- Maintained high customer satisfaction levels through proactive incident follow-through and strategic client communication.
SWAT Engineer (Team Lead)
MICRO FOCUS (formerly HP / HPE)
07.2013 - 07.2020
- Served as Team Lead for the SWAT division, providing critical technical guidance and crisis management for high-severity incidents.
- Managed complex escalations and facilitated cross-team collaboration between engineering, product management, and support to resolve code-level issues.
- Mentored junior engineers on troubleshooting methodologies and customer communication strategies, significantly improving team technical capability.
Senior Technical Solution Consultant
HP SOFTWARE
01.2010 - 07.2013
- Resolved complex technical incidents for internal and enterprise business environments, ensuring business continuity for key accounts.
- Delivered customer-focused fixes and managed the end-to-end lifecycle of software support cases.
Education
Master's Degree - Leadership and Team Management
ENEB – Escuela de Negocios Europea de Barcelona
01.2025
Licentiate Degree - Project Management
Universidad Latina de Costa Rica
01.2014
Bachelor's Degree - Computer Engineering
Universidad Nacional
01.2010
Skills
- Leadership: Cross-functional Team Leadership, Coaching & Mentoring, Workforce Planning, OKR Implementation
- Operations: Support Delivery Management, Escalation Management, SLA & KPI Optimization, Crisis Management
- Technical: Security & Compliance, DevOps Foundations, AI & Automation Strategy, Big Data Concepts
- Project management
- Strategic planning
- Coaching and mentoring
- Engineering design
- Training and mentoring
- Decision-making skills
- Forward-thinking mindset
Certification
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (2025)
- OKR Champion Professional Certification – OKRCPC (2025–2028)
- Big Data Professional Certificate – BCPC (2025–2028)
- Artificial Intelligence Expert Certificate – CAIEC (2024–2027)
- DevOps Advanced Professional Certification – DAPC (2024–2027)
- Scrum Product Owner Professional Certificate – SPOP (2024–2027)
- Copilot for Support (DfM/Dfc) – QA North America (2024)
Languages
Spanish (Native)
English (Advanced)
Portuguese (Basic)
Timeline
Sr. Support Engineering Manager
MICROSOFT
10.2021 - Current
Support Delivery Manager
TEK EXPERTS
07.2020 - 10.2021
SWAT Engineer (Team Lead)
MICRO FOCUS (formerly HP / HPE)
07.2013 - 07.2020
Senior Technical Solution Consultant
HP SOFTWARE
01.2010 - 07.2013
Licentiate Degree - Project Management
Universidad Latina de Costa Rica
Bachelor's Degree - Computer Engineering
Universidad Nacional
Master's Degree - Leadership and Team Management
ENEB – Escuela de Negocios Europea de Barcelona