Arancha Alvarez

Senior Technical Support Engineer @MIcrosoft

Complaint Resolution SpecialistService Quality ManagerCustomer Care SpecialistLive ChatChat SupportCase ManagerHelp Desk SupportTechnical Support AgentCall Center TrainerCall Center SupervisorAppointment SetterSupport SpecialistCustomer Support RepresentativeCall CenterData EntryCustomer Service

Senior Technical Support Engineer with more than 20 years of experience in the technology industry, specializing in customer support, technical troubleshooting, and service excellence. Currently at Microsoft, I help customers resolve complex technical challenges while driving improvements in support processes and operational efficiency. Known for combining strong technical expertise with clear communication, I excel at bridging the gap between engineering teams and end users to deliver effective, customer-focused solutions. I am passionate about continuous learning, collaboration, and creating positive customer experiences that contribute to business success. Throughout my career, I have consistently focused on problem-solving, process optimization, and building trusted relationships with customers and cross-functional teams. I thrive in dynamic environments where innovation, adaptability, and customer impact are key priorities.

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Work Background

Embedded Escalation Engineer (EEE)

MicrosoftEmbedded Escalation Engineer (EEE)

Apr. 2021Madrid, Community of Madrid, Spain

Technical Advisor

MicrosoftTechnical Advisor

Jul. 2018 - Apr. 2021Madrid Area, Spain

Support Escalation Engineer

MicrosoftSupport Escalation Engineer

Oct. 2017 - Jun. 2018Madrid Area, Spain

Networking Support Engineer

MicrosoftNetworking Support Engineer

Sep. 2011 - Oct. 2017Madrid Area, Spain

Testing Enginner at Ericsson

MTP Métodos y TecnologíaTesting Enginner at Ericsson

Apr. 2011 - Sep. 2011SAPC (Service-Aware Policy Controller) testing with TTCN-3

IP & System Engineer

TelefónicaIP & System Engineer

Aug. 2010 - Mar. 2011Project: Telefónica I+D - Study and performance testing of DNSSEC protocol at Telefonica.

WiMAX Core Engineer

Motorola Mobility (a Lenovo Company)WiMAX Core Engineer

Oct. 2008 - Aug. 2010End-to-end integration of Motorola WiMAX solution at EMEA region. Field Engineer in the Core network. Deployment and configuration of routers, switches, DNS/NTP/DHCP/AAA servers. Optimization and support of Motorola WiMAX RAN and OSS/BSS areas. Projects: Imagine/IBB (Ireland) and Datame (Finland) – Field Engineer. • Initial deployment and installation of core devices (routers, switches, AAA, NTP/DNS/DHCP, ...) • Configuration of core devices • Performance testing • Network issues handling • Configuration changes handling • Customer facing • WiMAX network performance optimization • Radio and OSS/BSS areas support Motorola Lab Support and Mantenaince: • Motorola Internal projects and testing • SmartEdge Router (Redback) configuration • Catalyst (Cisco) & Foundry Switches configuration • NetOp AAA (Ericsson) installation and configuration • DNS/NTP/DHCP/FreeRadius installation and configuration Technologies: WiMAX,VoiP Knowledge areas: Networking, Switching/Routing, UNIX systems, SUN/Solaris, WiMAX RAN (Motorola), WiMAX Core (Ericsson), Asterisk, OSS&BSS, Troubleshooting, Sniffers

Internship at O&M Core Network

VodafoneInternship at O&M Core Network

Mar. 2008 - Sep. 2008Internship at Vodafone Operation and Maintenance Data Core Department in Madrid (SGSN and GGSN).

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Professional Customer Support & Service

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