Alexander Jimenez Alvarez Email & Phone Number

San Rafael, CR

Costa Rica

• Provide managed services and proactive and reactive support to our global customers.
• Use tools, processes and knowledge to integrate and maintain Akamai security, media, and performance solutions for our clients.
• Collaborate to solve problems, innovate to provide creative solutions and work to continuously improve for our customers and our team.
• Act as Primary security services contact, who ensures the successful integration and support of customers. Acting as a trusted consultant, you'll learn and implement creative solutions to help customers leverage.
• Ensure customer success by focusing on best practice, helping them develop a long-term security strategy.
• Partner cross-functionally to review and ensure integration efficiency, deliver the best of class solutions and ensure customer engagement.

Costa Rica

• Provide managed services and proactive and reactive support to our global customers.
• Use tools, processes and knowledge to integrate and maintain Akamai security, media, and performance solutions for our clients.
• Collaborate to solve problems, innovate to provide creative solutions and work to continuously improve for our customers and our team.
• Act as Primary security services contact, who ensures the successful integration and support of customers. Acting as a trusted consultant, you'll learn and implement creative solutions to help customers leverage.
• Ensure customer success by focusing on best practice, helping them develop a long-term security strategy.
• Partner cross-functionally to review and ensure integration efficiency, deliver the best of class solutions and ensure customer engagement.

Heredia, Costa Rica

• Initiation of Major Incidents for priority one and priority two critical issues raised for application, network, platform and sites with down, partial down, data content and data availability issues.
• Skillfully lead and drive the Major Incident to achieve Business Continuity Recovery at the shortest possible time.
• Engage and coordinate with various support teams and ensure actions taken by them leads to finding the resolution.
• Constantly track the progress by performing timely status reviews on the teams working on fixing the issues.
• Provide concise, meaningful and timely communication to all stakeholders and executive management at regular intervals.
• Perform ticket elevations to respective support teams for acting upon it. Follow-up until resolution achieved.

Costa Rica

• Configure customer devices/solutions for integration with Managed Services support systems. Includes configuration for: Event Management (Alarming, Polling, Ports and Protocol setup, etc.), Remote access, System.
• Configure Managed Services support systems and tools (e.g. ServiceNow and related apps such as Prognosis, AppCritical, TMART, etc.)
• Collect the necessary device configuration parameters required to establish direct connectivity with customer environments usually an IPSec VPN
• Manage/drive vendors in the proper configuration of elements that can’t be configured by Service Transition Engineer team
• Perform thorough testing of configured elements prior to declaring element as ready for Day2 support
• Serve as organizational Subject Matter Expert for all technical aspects of customer onboarding and migrations; provide assistance to internal Avaya groups as required

Heredia, Costa Rica

• Ensure that approved methods, processes and tools are consistently followed using customer's documented service transition methodology
• Establish and manage transition project plan, including the development schedule, delivery schedule, and resource requirements
• Act as primary interface with the customer on issues regarding the project schedule and deliverables
• Oversee change management process to ensure all scope changes are documented, communicated and priced as needed
• Ensure lessons learned are documented and communicated via established PMO methodology
• Direct technical/personnel resources to ensure project results-quality, time &cost-effective manner

San Francisco, Heredia, Costa Rica

• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
• Integrate technical knowledge and business understanding to create superior solutions for the company and for customers
• Resolve most technical incidents independently within your technical area
• Work with team members to resolve more complex or crosstechnology incidents
• Identify potential escalations and alert management proactively
• Independently reviews, implements, and verifies changes/solutions of moderate complexity and risk to meet customer and/or trade/IT infrastructure needs within area(s) of technical responsibility

San Francisco, Heredia, Costa Rica

• Respond to customer inquiries, primarily by telephone and e-mail
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting
• Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
• Document all technical inquiries, develop and review content for knowledgebase
• Help test alpha and beta products
• Seniority level reached

Santa Ana, San Jose, Costa Rica

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required

Santa Ana, San Jose, Costa Rica

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required