Richard Gonzalez Frech
Heredia
Summary
Detail-oriented and dedicated professional with a strong commitment to achieving company objectives. Proven track record of optimizing processes and problem-solving. Continuously seeks opportunities for skill development. Seasoned associate with 7 years of experience in developing and implementing successful business plans, managing operations for a growing client base, and overseeing project completion with efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Content Moderator
Accenture
Heredia, Costa Rica
03.2025 - Current
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Prevented potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Reduced response time for content review, ensuring a safer online environment for users.
content moderator specialist
Teleperformance | Sanjose
01.2023 - 10.2024
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and service
- Designed and implemented a lesson plan to teach data mining
- Handling user-generated content submissions on online platforms.
- Ensuring content is placed correctly and free from scams, errors, and illegal or copyrighted material.
- Monitoring, reviewing, and removing user-generated content that violates guidelines.
- Serving as a digital gatekeeper to maintain safe and respectful online environments.
Tech Support Devops Engineer Level 2
Tek-Experts | Sanjose
San Jose, Costa Rica (Remote)
01.2020 - 02.2022
- Solving complex technical issues Customer obsessed,take the iniative and exceed expectation .
- Improved code deployment efficiency by automating processes with CI/CD pipelines.
- Monitored automated build and continuous software integration process to drive build/release failure resolution
- Maintain documentation for all cases including queries process steps protocols and processes.
- Providing support with 3 languages
- Provided 24/7 on-call support for critical systems, ensuring high availability and rapid issue resolution.
- Mitigated security risks by conducting regular vulnerability assessments and applying necessary patches.
- Designed and executed cloud infrastructure migrations, resulting in enhanced system flexibility and cost savings.
- Tested functional compliance of company products.
- Corrected, modified and upgraded software to improve performance.
Customer success support engineer stage 2
Tek-experts | Sanjose
San José, Costa Rica
01.2019 - 12.2020
- Providing Technical support in different applications from 365 office providing support with 3 languages.
- Act as the technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including issues.
- Escalated to the highest level of management Collaborate with subject matter experts and escalation managers when additional support is needed.
- Collaborated with outside departments to implement system-wide improvements.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Connected to computer of client using remote link to install programs and applications.
- Provided microsoft support to business users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Analyzed support ticket trends to predict and prevent future issues.
- Participated in on-call rotations to provide 24/7 support, ensuring continuous system availability.
Education
Telecommunication Specialist - Tecnology
Politecnico International
Heredia, Costa Rica12.2013
High School Diploma -
INA
HEREDIA01-2010
Certificate of Technical Studies - English Language
INA
HEREDIA01-2012
Skills
- Communication skills, One drive ,Sharepoint, Microsoft 365, Azure, Devops
- Online research
- Strong attention to detail
- Experienced with Microsoft Office applications
- Problem identification
- Stress tolerance
- Experience with desktop and laptop systems
- Proficient in Google Drive
- Problem-solving
- Effective troubleshooting skills
Certification
Microsoft introduction from skype for business
Languages
English, Spanish, Portuguese
Technical Relevance
- Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
- Leverages broad foundational industry and technical expertise to enable customer success.
- Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
- Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.
- Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation
Timeline
Content Moderator
Accenture
03.2025 - Current
content moderator specialist
Teleperformance | Sanjose
01.2023 - 10.2024
Tech Support Devops Engineer Level 2
Tek-Experts | Sanjose
01.2020 - 02.2022
Customer success support engineer stage 2
Tek-experts | Sanjose
01.2019 - 12.2020
Telecommunication Specialist - Tecnology
Politecnico International
High School Diploma -
INA
Certificate of Technical Studies - English Language
INA