Summary
Overview
Work History
Education
Skills
Websites
Cedula
Personal Information
Timeline
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Olman Martin Acuña Turcios

Olman Martin Acuña Turcios

Technical support / Infraestructure engineer / sre
Coronado

Summary

Talented Partner with 11 years of industry experience on storage and Windows. Highly skilled at handling all types of issues successfully. Known for effective problem-solving and goal-oriented planning.


Strong skills in hiring, training and monitoring staff. Mentors personnel and promptly resolves complaints. Liaises with stakeholders to prioritize projects and determine appropriate deadlines.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Partner Technical Advisor

Microsoft
01.2020 - 03.2025
  • Company Overview: Windows > Devices and Deployment
  • Technical escalations, delivering training to Microsoft partners on support (same tech topics, Devices and Deployment).
  • Direct escalation contact for tech/management escalation/process improvement.
  • Management of KPI’s, planning and correction of the same.
  • Have worked with Concentrix/Mindtree /TCS/Tek Xperts/Accenture, with a medium of 50-70 se’s under me.
  • Windows > Devices and Deployment
  • Collaborated with colleagues and support staff to maximize team efficiency.
  • Monitored partner performance and provided feedback on areas of improvement.

Support Engineer

Microsoft
11.2018 - 01.2020
  • Company Overview: Windows > Devices and Deployment
  • Troubleshooting of Windows Updates, Servicing (CBS), Power configs, USB and PNP, driver issues, bitlocker, upgrades and IPU’s; WDS, MBAM, MDT.
  • Handling cases for top tier customers (S500) cases and escalations
  • Interviews for the SE role on technical and softskills
  • Delivered both technical and process training to my team and the whole windows unit on CR.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary.

Storage Support Engineer

Convergys
06.2017 - 10.2018
  • Company Overview: NetApp Storage
  • Storage support for HW/OS/Software on Netapp products.
  • Knowledge and experience on High Availability, system down, RAID, NFS, SMB (CIFS), SAN, NAS, snapshots; software like Oncommand suite, Snap-lock/vault/mirror for data protection and other storage caveats.
  • Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.

Technical Support Engineer

HP inc.
05.2014 - 06.2017
  • Company Overview: Printing – Software – All-in-One
  • Software installation and troubleshooting, driver issues and support for HP management for printers’ software (WJA), LDAP installs, GPO problems.
  • Worked both as an engineer and as a Tech Lead.
  • Printing – Software – All-in-One

Customer Service Representative

Ace Global
05.2013 - 02.2014
  • Company Overview: Virgin Mobile – Assurance Wireless
  • Customer service, troubleshooting of phones and services, payments.

Education

High School Diploma -

Colegio De San Antonio
Coronado, Costa Rica
08-2009

English technician for service centers - Office package, PC hw/sw knowledge, maintenance and repair of PC’s

INA

Skills

Technical support

Self-Learner

Team Player

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Cedula

1-1470-0413

Personal Information

Age: 32

Timeline

Partner Technical Advisor

Microsoft
01.2020 - 03.2025

Support Engineer

Microsoft
11.2018 - 01.2020

Storage Support Engineer

Convergys
06.2017 - 10.2018

Technical Support Engineer

HP inc.
05.2014 - 06.2017

Customer Service Representative

Ace Global
05.2013 - 02.2014

High School Diploma -

Colegio De San Antonio

English technician for service centers - Office package, PC hw/sw knowledge, maintenance and repair of PC’s

INA

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Olman Martin Acuña TurciosTechnical support / Infraestructure engineer / sre