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Work Background
MicrosoftSenior Escalation Engineer
Oct. 2025Costa Rica
MicrosoftSenior Escalation Engineer
Oct. 2025Costa Rica
MicrosoftPartner Technical Advisor
Dec. 2023 - Oct. 2025As a Technical Advisor and Subject Matter Expert specializing in Microsoft 365 Identity, my primary responsibility revolves around supporting Delivery Partner engineers. Leveraging my extensive technical expertise, I deliver mentorship, readiness training, and effective escalation management. I actively contribute as a Subject Matter Expert in various Cloud Identity technologies, curating and disseminating readiness content to enhance the proficiency of our teams. My role involves proactive and reactive collaboration on complex cases, ensuring a comprehensive approach to problem-solving. Additionally, I diligently monitor incident metrics, providing critical attention to detail, in order to assist Delivery Partners in achieving and maintaining high-quality support experiences.
MicrosoftPartner Technical Advisor
Dec. 2023 - Oct. 2025As a Technical Advisor and Subject Matter Expert specializing in Microsoft 365 Identity, my primary responsibility revolves around supporting Delivery Partner engineers. Leveraging my extensive technical expertise, I deliver mentorship, readiness training, and effective escalation management. I actively contribute as a Subject Matter Expert in various Cloud Identity technologies, curating and disseminating readiness content to enhance the proficiency of our teams. My role involves proactive and reactive collaboration on complex cases, ensuring a comprehensive approach to problem-solving. Additionally, I diligently monitor incident metrics, providing critical attention to detail, in order to assist Delivery Partners in achieving and maintaining high-quality support experiences.
MicrosoftEscalation Engineer Azure Rapid Response Identity
Oct. 2021 - Jan. 2024Provides Azure Identity technical support and advisory/consultant (related with the Az AD Sync, Az AD Account Management, Az AD Authentication and Az AD Development verticals/services) to customers, partners, field engineers, and other product support personnel who are implementing, diagnosing, troubleshooting, repairing and debugging Azure/O365/ON-PREM AD issues/services related with the Azure Identity support area. Escalate issues as appropriate and serves as the escalation point for highly complex issues. Collaborate on cross-team issues and provides feedback to improve products, resolve product issues, and automate processes. Participates in ongoing training and readiness programs. Responsibilities: Response and Resolution -Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand their issues or requirements. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools to help resolve customer issues. -Performs in-depth product troubleshooting and remediation when needed. -Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness -Mentoring -Knowledge Sharing -Develops readiness training content -Training delivery Product/Process Improvement -Provide feedback to senior engineers or the product group/engineering team in order to improve the functionality of our products/services based on engagements with customers, partners or coworkers within our organization. -Identifies potential defects and escalate with engineering for a resolution. -Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
MicrosoftEscalation Engineer Azure Rapid Response Identity
Oct. 2021 - Jan. 2024Provides Azure Identity technical support and advisory/consultant (related with the Az AD Sync, Az AD Account Management, Az AD Authentication and Az AD Development verticals/services) to customers, partners, field engineers, and other product support personnel who are implementing, diagnosing, troubleshooting, repairing and debugging Azure/O365/ON-PREM AD issues/services related with the Azure Identity support area. Escalate issues as appropriate and serves as the escalation point for highly complex issues. Collaborate on cross-team issues and provides feedback to improve products, resolve product issues, and automate processes. Participates in ongoing training and readiness programs. Responsibilities: Response and Resolution -Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand their issues or requirements. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools to help resolve customer issues. -Performs in-depth product troubleshooting and remediation when needed. -Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness -Mentoring -Knowledge Sharing -Develops readiness training content -Training delivery Product/Process Improvement -Provide feedback to senior engineers or the product group/engineering team in order to improve the functionality of our products/services based on engagements with customers, partners or coworkers within our organization. -Identifies potential defects and escalate with engineering for a resolution. -Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
Data Glove Inc.Azure Identity Support Engineer
Sep. 2020 - Sep. 2021Azure Identity Engineer with extensive working knowledge implementing, migrating, managing, and operating systems/applications in enterprise hybrid computing environment. Supporting customers over the telephone, written correspondence, or electronic services in their cloud operations to enhance, optimize, and maintain their computing capabilities across their technology landscape. Worked with RBAC, PIM, AD Connect, SCIM, License, Account management and AADDS.
As part of Microsoft contract took Advisory Cases which require to create Labs to recreate as much as we can the customer's environment for T/s or for implementations.
FiservAssociate Application Engineer
Jun. 2019 - Sep. 2020Working for several flavors on Corillian, Mobiliti, and Architect.
Premier Financial Institutions such as Flagstar, South State Bank, Associated Bank, Etc.
Giving out support to any application that is not be working as well to implementations
such as changing SSL Certificates, Configuring SSO, IIS, and changes.
Checking that everything is healthy using Splunk, and check for threats that might impact Clients.
Analyze and edit existing computer applications to improve functionality
Remodel and adapt applications as needed to optimize performance
Identify specific customer and client needs and preferences related to the application
Test applications extensively to ensure they are error and bug-free.
Customize specialized applications according to client needs.
Tek ExpertsEnterprise Security Engineer Level 2 at Tek Experts
Mar. 2018 - Mar. 2019Working for ArcSight Premier.
Giving out support to Enterprise Security Manager (ESM)
Setup of the Application itself such as SSL Certificates, Add-ons, and Implementations.
Correlation Events, creation and design of ESM to have into their environment.
Taking Care of escalations and RCA's.
Giving out training to New Hires.
Tek ExpertsNetworking Engineer Level 3
Mar. 2016 - Mar. 2018Working for Azure Networking for Professional.
Taking cases related to IAAS Azure Networking Web Application Firewall, Load Balancer, Application Gateway, IPsec Tunnels, VPN connections,
Site to Site, Point to Site, Help setting up connections with different brands such as Cisco,
SonicWall, Barracuda, Palo Alto, Fortinet, Etc. Giving out new hire training for Entry Level Engineers.
Also had engineers who were under my advice before checking with the TA.
Sometimes joined a call with them and the customer to clarify doubts they might have.
HPIT Support Engineer
May. 2014 - Jan. 2016Giving out support as Service Desk
Such as Hardware Support, Software Support, Setting up Local Printers, Avaya Softphones.
Creating, modifying, and deleting Users when there was a new hire or an employee dispense using
active directory and exchange to remove or give out access to different resources.
HPIT Support Engineer
May. 2014 - Jan. 2016Giving out support as Service Desk
Such as Hardware Support, Software Support, Setting up Local Printers, Avaya Softphones.
Creating, modifying, and deleting Users when there was a new hire or an employee dispense using
active directory and exchange to remove or give out access to different resources.
ConvergysTechnical Customer Service Representative
Jan. 2010 - Oct. 2014Giving out support for one of the biggest ISPs in the US to end-users.
Setting up a Mail Server for Mobile devices.
Unblocking port 25.
Installing and setting up McAffe anti virus which was free for active customers.
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