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 security products.• 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.• Solve technical problems, demonstrating Akamai's value, and communicating clearly and effectively to both technical and business audiences.• Participate in training and internal projects, contributing to best practices, maximizing efficiency, and improving service quality.

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 security products.• 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.• Solve technical problems, demonstrating Akamai's value, and communicating clearly and effectively to both technical and business audiences.• Participate in training and internal projects, contributing to best practices, maximizing efficiency, and improving service quality.

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.• Event monitoring is another vital role of monitor mission critical application and act quickly to elevate or open Major Incident in case of any failures identified.• Display leadership qualities of managing Multi-app and other critical Site and network outage issues.• Possess holistic knowledge on various technologies and IT processes, must be a logical and critical thinker, excellent communicator and focused person in getting the Major Incident to closure with the best resolutions.

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 Back-ups, Optimal device/system configuration for delivering Managed Services, etc.• 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• Support Project Coordinators and Service Transition Managers on the configuration of all data and technical elements to bring a device/solution into APCS management• Provide technical training to colleagues related to new tools or technologies used to perform job responsibilities; create job aids and documentation as required• Recommends solutions to enhance processes and tools for the purpose of reducing time and cost associated with on-boarding customers• Support other projects and process improvements as required by needs of the business.

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• Perform Extract, Transform and Load (ETL) on data for Service Transitions projects• Perform testing of configured data and coordinates testing performed by Service Transition Engineers on configured elements prior to declaring element as ready for Day2 support• Provide training to colleagues related to new tools or technologies used to perform job responsibilities; create job aids and documentation as required• Recommend solutions to enhance processes and tools for the purpose of reducing time and cost associated with on-boarding customers• Provide support and project accountability for successful deployment of Service Transition activities to meet expectations and business commitments.• Support other projects and process improvements as required by needs of the business.

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• Balance internal needs with customers and/or internal businesses/end user's needs within defined parameters• Work as part of a team, which may be virtual, global, and/or multi-functional• Seen as a resource to the team within area of technical responsibility.• ITIL v3 Certification attained.

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• Participate in activities designed to improve customer satisfaction and business performance• Offer additional products and/or services• Track, document and retrieve information in call tracking database• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

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• Participate in activities designed to improve customer satisfaction and business performance• Offer additional products and/or services• Track, document and retrieve information in call tracking database• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff• Seniority level reached