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Work Background
Juniper NetworksTechnical Support Engineer 2.
Feb. 2025 - Jun. 2025Heredia, Costa Rica• Deliver advanced technical support focused on customer satisfaction and issue resolution in Mist Cloud environment.
• Troubleshoot Layer 2 and 3 network issues using advanced networking protocols.
• Guide and mentor engineers in resolving technical issues.
• Work with VLANs, RADIUS, 802.1x, OSPF, BGP, and multicast protocols.
ConcentrixAdvisor 1 Advance Networking Engineer
Feb. 2023 - Feb. 2025Pavas, San José, Costa RicaProvided network support in Mist Cloud platform and assisted in troubleshooting protocols such as STP and ARP.
• Assisted customers in technical diagnostics and resolutions.
• Maintained high satisfaction levels through effective communication.
SYKESNetwork Security VPN / Technical Consulting Engineer
Sep. 2021 - Jan. 2023Heredia, Costa Rica• Troubleshot VPNs (remote access, site-to-site) connectivity and authentication issues.
• Supported Cisco Firewalls, routers and VPN technologies.
• Handled SSL/SSH vulnerabilities and certificate installations.
AmazonSelling Partner Support
Mar. 2021 - Jul. 2021San José, Costa Rica• Provided high-quality support to Amazon sellers through email and phone. • Ensured successful resolution and customer satisfaction.
QualfonRetention Customer Service
May. 2020 - Mar. 2021Heredia, Barreal San JoseManaging incoming calls and customer inquiries in regards of all the billing process for the warranty. Identifying and assessing customer's needs in order to retain their business or services. Retention specialist negotiating directly with customers to ensure their loyalty
SYKES Costa RicaBilingual Customer Service Representative
Nov. 2019 - May. 2020San José, Costa RicaManaging incoming calls and customer service inquiries Identifing and assesing customer's needs Generate claims for transactions according to the customers dispute.
Gestionadora de CréditosCollection Executive
Feb. 2019 - Oct. 2019Escazú, San José, Costa RicaManaging calls in legal proceedings and the recovery of default accounts Negotiating with judicial clients and out of court settlements Request for the account statement and the letter of discharge
Panamerican Life CoCollection Executive
Jan. 2018 - Dec. 2018Lindora, San Jose, Costa Rica Collecting the portfolios of the different insurance lines. Administration and custody of payment authorizations. Attending the external auditors regarding the credit portfolio.
BCRA Internacional SACollection Executive
Jun. 2017 - Jan. 2018San José, Costa RicaCollection manager in relation to subrogation of insurance claims dedicated to Qualitas Compañia de Seguros S.A
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