Summary
Overview
Work History
Education
Skills
Certification
Languages
Technical Relevance
Timeline
Generic

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
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
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
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 Rica
12.2013

High School Diploma -

INA
HEREDIA
01-2010

Certificate of Technical Studies - English Language

INA
HEREDIA
01-2012

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

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Richard Gonzalez Frech