Nancy Quirós Berrocal

I provide technical support to customers on Microsoft using Azure and hybrid cloud environments such as virtual networks, VPN gateways, virtual WAN, load balancers, network security groups, Azure Firewall. I troubleshoot and I solve problems related to performance, migration, connectivity, routing and configuration issues. I record troubleshooting steps and share solutions with customers and other team members, I work with engineering and operations teams to find recurring issues and suggest improvements.

I provided customer support by phone and email to clients in North America and Latin America in both English and Spanish, I resolved account issues and handled escalations while keeping high satisfaction scores, I helped to improve processes to reduce response times and make communications clearer.

• I helped customers in the United States with fraud prevention and account security, I was promoted to backup team manager where I took charge of daily operations, trained new staff and monitored performance, I built customer trust through accurate problem solving and clear communication.