Summary
Overview
Work History
Education
Skills
Certification
Awards
Volunteer Experience
Languages
Timeline
Generic

Juan Pablo Montoya

San Jose,Costa Rica

Summary

Dedicated, responsible and quality-oriented professional. I'm an avid self-learner and passionate about new challenges. +10 years of experience in customer-facing roles as support engineer with special emphasis in distributed systems and cloud computing administration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Redis
San Jose
11.2024 - Current
  • Managed portfolio of +20 corporate accounts, generating annual revenues between $500,000 and $1,000,000.
  • Renewed over 10 support contracts across diverse industries, including retail and healthcare.
  • Tailored renewal solutions to align with clients’ technical deployments and business objectives.
  • Maintained strong relationships with key client stakeholders throughout contract lifecycles.
  • Conducted regular customer success meetings to maximize service value and project milestones.
  • Collaborated with Account Management team to drive account growth in sales and post-sales phases.
  • Identified new consumption pipelines while enhancing client retention and satisfaction.
  • Facilitated escalations for Redis support incidents, coordinating troubleshooting sessions.

Azure PaaS Technical Advisor

Microsoft
01.2021 - 10.2024
  • Serve as technical escalation point for other engineers in resolving highly complex cases by driving the end to end of case resolution using deep troubleshooting techniques like source code analysis, debugging monolithic and containerized applications trace/debugging tools.
  • Handle customer escalations in highly political and executive level cases, as business demands.
  • Restore customer confidence in PaaS Storage products by creating actionable work items and collaborating with Engineering Groups to improve customer experience.
  • Develop guided troubleshooting tools (Azure Portal) and internal diagnostic tools (ASC troubleshooter) to reduce the time to resolution and enable effective troubleshooting and remediation.
  • Improve existing troubleshooting workflows, incident resolution and service efficiency by collaborating with Product Engineering teams.
  • Implement end-to-end readiness programs (e.g., mentoring, leading triages, content creation, quality assurance checks, writing technical articles).
  • Manage the landing of new product features by doing BETA testing for the support org globally.
  • Support strategic customer adoption by creating knowledge base articles, investigating issue trends and analyzing use case scenarios and its business impact.
  • Contact: Vignesh Balasubramanian - vigneshb@microsoft.com

Azure PaaS Cloud Engineer

Microsoft
11.2018 - 12.2020
  • Engaged on production-down scenarios, high-sensitive incidents of Premier customers to expedite the resolution of the problem on a timely manner and drive them to customer's satisfaction.
  • Designed and delivered technical training for 18 team members in Americas region (US and CR). It enabled engineers to assist customers by taking cases and reduced the unattended cases KPI in 15%.
  • Conduct weekly case reviews to ensure Support Engineers effectively document actions associated with resolving customer issues.
  • Tools used: Fiddler, Wireshark, F12 Developer Tools, VS Code, Jarvis, Kusto.
  • Contact: Brian Roder - broder@microsoft.com

IT Support Specialist

Intel Corporation
04.2016 - 04.2018
  • Team's top performer on ticket volume and quality of support during 2016-2018. More than 2k incidents without escalations, reaching resolution rate of 90% with a 94.41% of customer satisfaction.
  • Acted as team contact in the merging of a major company (Altera). The successful migration of 3000 users was obtained.
  • Reduced 30% of escalations during 2017, acting as Incident manager.
  • Reduced ticket's resolution time by 15% during the second half of 2017 by meeting with engineers, implementing best practices.
  • Technical support via chat, phone and email for ~10k users of Office 365 applications.
  • Automation of registry key set/delete operations through batch, VBA scripting.

Network Support Engineer

Cisco Systems
01.2014 - 03.2016
  • Technical support for critical incidents on network monitoring systems deployed for users worldwide.
  • Installation, configuration and maintenance of Cisco LMS and Prime Infrastructure installed on Windows, Linux, virtual servers.
  • Establish remote sessions for Cisco IOS configuration of network protocols as SNMP, SSH, IP SLA in platform switches and routers.
  • Engagement with Cisco developers and cross-discipline teams to find the root cause of software bugs after analysis of software logs and network captures.
  • Trained 6 support engineers. It significantly accelerated their learning curve and business adaptation time in 15%.
  • Reached 120 surveys with the highest rating demonstrating customer satisfaction and improvement in quality of service.

Education

Licentiate degree - IT Management

ULACIT (Science and Technology Latinamerican University)
San Jose, Costa Rica
12.2020

B.Sc. - Computer Engineering

ULACIT (Science and Technology Latinamerican University)
San Jose, Costa Rica
04.2019

Software Development Technician -

Don Bosco Technical High School
San Jose, Costa Rica
12.2013

Skills

  • Analytical Problem Solving
  • Customer Success
  • Influence Others
  • Readiness Development
  • Decision Making
  • Strategic Thinking
  • AWS/Azure/GCP
  • HTTP/HTTPS/TLS/DNS
  • Redis Cache
  • RESTful API
  • TCP/IP
  • Scripting (PowerShell/Bash/VBA)
  • Virtualization
  • Web servers (Apache/NGINX/IIS)
  • Azure SDKs
  • Relational and NoSQL databases
  • Web Services (XML/JSON)
  • OS (Windows/Linux)
  • Backend (C#/Java/C)
  • Frontend (HTML/CSS/JavaScript)

Certification

  • Microsoft Certified Trainer (2020-09 - Present)
  • Azure Developer Associate (Az-204) (2022-01 - 2023-01)
  • Azure Administrator Associate (Az-103) (2021-01 - 2022-01)
  • Redis Labs | Redis University 101 Certificate
  • Azure Storage Support Specialist (2019-09 - Present)
  • Kepner Tregoe Practicioner (2019-01 - Present)
  • CCNA Routing and Switching (2016-03 - 2019-03)

Awards

Centennial Author Gold Contributor (2022-01 - 2023-06) Microsoft - Earned Gold Contributor and high-planning efficiency badges from the C&E's Centennial Guided Troubleshooter program., DAS Individual Leadership (2022-06 - 2022-12) Microsoft - Recognized for contributions to meet business goals (IR, FQR, SLA) and SE/TA mentoring to +30 engineers across Dev Storage vertical in Americas.

Volunteer Experience

Microsoft CSS, A community of employees enabled by seeking every opportunity to create a diverse and inclusive environment., Cultural Ambassador, San Jose, Costa Rica, 2019-02, Present, Co-led Ambassadors activity for ALCCI group that fights against children cancer which earned $3200 among Microsoft employees in Costa Rica sites to contribute to the transportation, feed and lodging for children diagnosed with cancer., Coordinated small talks during country event which made employees from different teams to share daily experiences of personal growth, difficult situations and strategies to align to company's core values., Contact: Priscilla Morales - priscilla.morales@microsoft.com

Languages

Spanish
First Language
English
Advanced (C1)
C1

Timeline

Technical Account Manager

Redis
11.2024 - Current

Azure PaaS Technical Advisor

Microsoft
01.2021 - 10.2024

Azure PaaS Cloud Engineer

Microsoft
11.2018 - 12.2020

IT Support Specialist

Intel Corporation
04.2016 - 04.2018

Network Support Engineer

Cisco Systems
01.2014 - 03.2016

Licentiate degree - IT Management

ULACIT (Science and Technology Latinamerican University)

B.Sc. - Computer Engineering

ULACIT (Science and Technology Latinamerican University)

Software Development Technician -

Don Bosco Technical High School

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