Summary
Overview
Work History
Education
Skills
Certification
Currentposition
Timeline
Generic

Natalia Campos Bolaños

Customer Experience Consultant / Technical Support
Vázquez de Coronado,Provincia De San José

Summary

Responsible and serious individual with excellent customer service skills. Quick learner and adaptable. Immediate availability. Effective in persuading and interacting with others. Strong reading and writing skills in English. Previous experience as a trainer and quality analyst, recognized as a top performer at Dynamics 365 Business Central SaaS and Azure Automation and Monitoring. Promoted to QA, utilizing expertise in M365 products such as Skype, Teams, Exchange Online, and Outlook. Actively pursuing Microsoft certifications, completed AZ900 course through virtual training program. Obtained scholarship in Web Development and Cloud Computing for AWS through Junior Achievement. Knowledge extends to SQL basics and using tools like Kusto, Unify, and Trace Parser to identify front-end failures. Deep understanding of Dynamics 365 Commerce platform, including features, capabilities, components, POS systems, e-commerce functionality, inventory management, pricing, promotions, customer management, payment processing, and payment connectors. Honed communication and collaboration skills by working closely with clients, project teams, developers, and stakeholders. Effective at communicating technical concepts to non-technical individuals. Consistently meets deadlines throughout implementation process.

Overview

2025
2025
years of professional experience
2037
2037
years of post-secondary education
13
13
Certifications
2
2
Languages

Work History

Customer Experience Consultant

Tourplan
9 2023 - Current


  • Provided support and solutions for issues related to Tourplan's SaaS system used by tour operators and DMCs
  • Help to identify solutions by troubleshooting SaaS systems for different LATAM customers, according to their needs
  • Collaborate with product developments teams to identify improvements area of the software and point out errors in system to develop business solutions
  • Participate in triage meetings with teams, product implementation and commercial executives
  • Help to optimize, personalized B2B websites where products are available for clients, acted as a primary point of contact for all LATAM customer to help maximize and personalize and provide guidance about the B2B system.
  • Help to determine best APIs request calls to gather data for 3party systems or external implementations
  • Help to execute SQL queries to UPDATE, SELECT, INSERT, DELETE, read and select data
  • Provide guidance to different LATAM customers about the different modules of the ERP system
  • One of major contributions was to help enhanced the integration and performance of the Tourplan system by implementing effective solutions and improving web services design, benefiting clients through smoother operations and better system reliability, automation and innovation
  • Technologies: Azure VMs, MySQL, XLM, CSS, NX Tourplan system, Kayako (ticketing tool), IoT, RDC, VPN, OneNote, Dropbox, M365 package, WebDevTools, Azure VMs

Technical Support Engineering IC3 Dynamics 365 Finance & Operations Retail

Microsoft Regional Operations Costa Rica S.R.L
07.2022 - 07.2023


  • Provided technical support for clients across the globe about the Dynamics 365 Finance & Operations system focusing on the Retail module, ensuring seamless operation and troubleshooting of various technical issues
  • Diagnosed and resolved technical issues related to Dynamics 365 Finance & Operations Retail
  • Analyzed error messages, logs, and system configurations to identify root causes and report them to development team for fixes in the system code to improve business processing and software implementation
  • Addressed customers concerns about eCommerce sites (B2C, B2B) related to bugs and process implementation
  • Monitored Kusto telemetry data for performance insights as needed
  • Collaborated with the development team to report bugs and help identify version with fixes needed to be implemented
  • Participate during On-call shifts to help address critical cases as per needed
  • Major Contribution by effectively diagnosing and resolving complex technical issues, ensuring minimal downtime and maintaining high client satisfaction
  • My contributions helped streamline processes and enhance the overall user experience
  • Technologies: MySQL, Trace Parser, Developer tools, Kusto telemetry data, Azure VMs, Azure Portal, Dynamics DFM (ticketing tool), D365 F&O, M365 package, OneNote, Unify, XLM, HTML, ICM, Dynamics Copilot, Windows Event viewer, POS software, Atlas, Azure Active Directory, Site Builder, Dynamics 365 Commerce

Technical Support Engineer Stage 2 for Dynamics 365 Business Central, Technical Support Engineer Stage 2 Azure Automation and Monitoring, Quality Analyst M365

Tek Experts
09.2019 - 06.2022


  • Provided advanced Stage 2 technical support for Dynamics 365 Business Central (financial SaaS ERP software), focusing on resolving complex issues and ensuring seamless operation of the system for clients all over the globe
  • In Provided guidance and support during system configurations and updates
  • Diagnosed and resolved advanced technical issues related to software
  • Analyzed error messages, logs, and system configurations to identify root causes, as well as collaborated with the development team to report bugs and request system enhancements
  • Aid with data migrations with different software’s such as Dynamics GP as well as integration and API request/test with other MS tools such as Power Automate and Power Bi
  • Assisted clients with best practices and optimization techniques
  • Supported Azure automation and monitoring services within the Azure portal platform, ensuring optimal performance and reliability of cloud-based operations for clients mainly related to log ingestion for different resources deployed from the Azure portal
  • Help to create alerts to monitor system performance and implemented proactive improvements
  • Utilized Azure Monitor, Log Analytics, and other tools to continuously monitor the performance and health of cloud resources, ensuring they operated within acceptable parameters
  • Help to integrate Azure Log Analytics Agent into different VMs servers running Windows latest system version, Windows server and Linux OS
  • Identified and resolved issues related to Azure services, including virtual machines, storage, and network configurations, by analyzing logs, telemetry data, and performance metrics
  • Generated and presented regular performance reports to clients, highlighting key metrics, identified issues, and recommended improvements, as well as helping to identify costing details within the Azure platform regarding log ingestion
  • Provide guidance with automation tools related to windows upgrades and patches
  • Analyzed customer feedback and quality metrics for Microsoft 365 products (M365) to improve service delivery and product development
  • Major Contribution to the operation and my proactive approach help identifying and addressing recurring issues significantly helped increase customer satisfaction since I was one of the high score providers (CSAT) during several months
  • Technologies: Dynamics 365 Business Central, PowerShell, Azure VMs, Microsoft Power Platform, Kusto, Unify, Service Desk (ticketing tool), Dynamics DFM (ticketing tool), M365 package, API, Postman, Visual Studio Code
  • Technologies: Azure portal, Automation tools (PowerShell, Azure Automation, Azure CLI), Monitoring tools (Azure Monitor, Log Analytics), Azure Resource Manager (ARM) templates, Dynamics DFM (ticketing tool), M365 package, Kusto Query Language (KQL)
  • Technologies: Microsoft Power BI, Rave (ticketing tool), Dynamics DFM (ticketing tool), M365 package

Technical Support Representative, Quality Analyst

Teleperformance
12.2017 - 07.2019


  • Provided technical support for LogMeIn products, focusing on remote access applications
  • Resolved issues related to LogMeIn applications on Windows, Windows Server, and Macintosh
  • Assisted customers with VPN (Hamachi) setup, removal and troubleshooting
  • Ensured timely and effective resolution of technical issues as well as helped to address questions related to billing and subscriptions
  • Analyzed customer feedback and quality metrics to improve service delivery and product development
  • Analyzed data for Monthly Business Reviews.
  • Provide coaching to engineers to help them drive business processes and actionable actions for improvement areas.
  • Identified trends and recommended improvements.
  • Organized and directed team calibrations with management.
  • Help to improve How-to guides to standardize process and procedures.
  • Major contribution by successfully developed and implemented a comprehensive knowledge base and troubleshooting guide for LogMeIn products
  • Technologies: LogMeIn, Windows, Windows Server, Macintosh, VPN (Hamachi), CRM systems for billing and subscriptions, LogMeIn Rescue, Salesforce, Slack, M365 package, PowerShell, Win Services, Win Defender, Kaspersky, GoToMyPC, GoToMeeting

Capital One Bank Fraud Identity Agent, Backup Trainer

Sykes Enterprises
09.2015 - 12.2017


  • Worked as a fraud identity agent for Capital One Bank, focusing on identifying and mitigating fraudulent activities
  • Monitored transactions for potential fraud
  • Investigated and resolved fraud cases related to identity thieves and account take over (fraud against bank)
  • Review credit bureau information to spot fraud identity or customer validations
  • Collaborate with representatives from multiple financial institutions around the U.S
  • To verify customers identify of fraudulent transactions
  • Major Contribution by enhanced fraud detection processes, reducing the incidence of fraudulent activities and protecting client assets
  • Technologies: Fraud detection systems, Banking software, Lexis Nexis, M365 package

Education

University Diploma in Sustainable Tourism Management -

UNED
01.2012 - 01.2024

Computer Operator - undefined

INA

Operator Computer Technician - undefined

INA

Executive English for services - undefined

INA
01.2013 - 01.2014

Programing with Python level 1 - undefined

Technology Academy UCR

Certification, Web Development And Cloud Computing -

Junior Achievement Americas
01-2025

Técnico Analista Junior En Ciberseguridad

Junior Achievement Americas - Ulatina
03-2025

Skills

    MacOS

    Windows

    Linux

    Virtual Machines

    Windows Server

    XML

    Kusto query language

    CSS

    HTML

    Python

    MySQL

    Power Bi

    MSFT Project

    MSFT Access

    MSFT Excel

    MSFT PP

    PowerShell

    Rave

    DFM

    Dynamics 365

    M365

    Azure

    VPN

    API

    VSC

    Postman

    MSFT Trace Parcer

    Java

    Github

    Amazon Web Services

Certification

Power BI Desktop principals, 07/01/23

Currentposition

Customer Experience Consultant / Technical Support

Timeline

Technical Support Engineering IC3 Dynamics 365 Finance & Operations Retail

Microsoft Regional Operations Costa Rica S.R.L
07.2022 - 07.2023

Technical Support Engineer Stage 2 for Dynamics 365 Business Central, Technical Support Engineer Stage 2 Azure Automation and Monitoring, Quality Analyst M365

Tek Experts
09.2019 - 06.2022

Technical Support Representative, Quality Analyst

Teleperformance
12.2017 - 07.2019

Capital One Bank Fraud Identity Agent, Backup Trainer

Sykes Enterprises
09.2015 - 12.2017

Executive English for services - undefined

INA
01.2013 - 01.2014

University Diploma in Sustainable Tourism Management -

UNED
01.2012 - 01.2024

Computer Operator - undefined

INA

Operator Computer Technician - undefined

INA

Programing with Python level 1 - undefined

Technology Academy UCR

Customer Experience Consultant

Tourplan
9 2023 - Current

Certification, Web Development And Cloud Computing -

Junior Achievement Americas

Técnico Analista Junior En Ciberseguridad

Junior Achievement Americas - Ulatina

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Natalia Campos BolañosCustomer Experience Consultant / Technical Support