Andrés Chacón Email & Phone Number

Costa Rica

• Responsible for the customer support experience with Microsoft• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)• Identify cases that require escalation (either technically or strategically)• Create and maintain incident management requests to product group or engineering group• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience• Provide ramp activities, knowledge sharing, technical coaching and mentoring• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)•Part of the Niche Tools, Helping customers with Replication HA Solutions.

San José, Costa Rica

Part of the unique technical support team to help customers get the most from their state-of-the-art SAAS solutions. Resolving customer software issues, share knowledge with colleagues to help improve our service levels as well as deliver exceptional customer service. Full responsibility for managing technical support cases for our customers to engage in information gathering and sharing perform analytical troubleshooting and problem research as they collaborate with other engineers as necessary.

San José, Costa Rica

-Supporting a fast-paced, multi-tasked, high-energy environment. Applying my knowledge to be an analytical problem solver with a passion for excellent customer service.- Worked well independently and on a team to solve problems.- Served as a friendly, hardworking, and punctual employee.- Organized and prioritized work to complete assignments in a timely, efficient manner.

Costa Rica

- Support all Cheetah Digital clients with their needs in the marketing field.- Support of the CCMP Platform.- Create and Run MSSQL reports and queries for our clients.• Technical assistance to applications issues reported by end users.• Execute root cause analysis and deep investigation on issues affecting the production environment.• Hotline escalation contact.

Costa Rica

- Support all Experian clients with their needs in the marketing field.- Support of the CCMP Platform.- Create and Run MSSQL reports and queries for our clients.• Technical assistance to applications issues reported by end users.• Execute root cause analysis and deep investigation on issues affecting the production environment.• New client onboarding process.• Queue master and hotline escalation contact.

Heredia

-Supporting the Platform for the High-End Clients.-Create and Run MSSQL reports and queries for our clients.-Execute Java on clients enviroments.

My responsibilities :• Coordinate and drive multidisciplinary teams and special task force as required to provide solutions to operators’ issues.• Troubleshooting Windows Services, Certificates, IIS, and Networking.• Bug research and troubleshooting on ASP, ASPX and C++ code, WebServices and T-SQL• Address requests accordingly with their urgency and impact for the customer.• RSA database Knowledge creating new users, assigning keys andtroubleshooting connection issues.• Responsible for 2 of the top 5 clients, responding to their technical requirements, special configurations, being the primary contact for all their emergencies, channeling all their business needs and ensuring overall satisfaction for both management and technical level.

My responsibilities included:- Hp-UX Support TIER 1- HP Tape Libraries Software Administrator - Monitoring Back-up servers- Create strategies to improve the performance of the operator hardware - Troubleshooting of different issue at the client environment.

Software Engineer Specialist, Computer Science

Education record