Bryan Ramirez Email & Phone Number

San Jose, Costa Rica

Responsible for providing an outstanding experience on Azure Active Directory and related technologies to customers. From problem identification to full resolution, owning and managing the customer experience over the phone and Web. Collaborating as needed with peers to engage SMEs, Engineering or Management.Capable of providing both, technical expertise being an excellent communicator and a service oriented professional. Trained to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.Responsible for the customer support experience with Microsoft - Positively represent Microsoft and communicate with corporate customers via email, telephone, Web, Teams while finding solutions for technical problems identified in the Microsoft Cloud.As a member of the team, is needed to find technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Responsible for managing the relationship with these customers and thoroughly documenting their cases.Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.Consistently share best practices. Write technical articles and blogs for guiding other team members and customers.Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.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.Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Costa Rica

Azure Identity Engineer with extensive working knowledge implementing, migrating, managing, and operating systems/applications in enterprise hybrid computing environment. Supporting customers over the telephone, written correspondence, or electronic services in their cloud operations to enhance, optimize, and maintain their computing capabilities across their technology landscape.Core Responsibilities:Be available to take ownership of cases and escalations via telephone and Web and provide support to Enterprise customers and partners - Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing research and engaging teams as needed.Consult and collaborate with immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.Ensure that each support request owned is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.Document technical work and research in a detailed and comprehensive manner. - Prioritize work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Costa Rica

Azure Cloud Associate Engineer with extensive working knowledge implementing, migrating, managing, and operating systems/applications in an enterprise cloud computing environment. Supporting customers over telephone, written correspondence, or electronic services in their cloud operations to enhance, optimize, and maintain their computing capabilities across their technical landscape.Core Responsibilities: Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners - Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing research and by involving other teams as needed. Consult and collaborate with immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues. Ensure that each support request owned is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling commitments. Document technical work and research in detailed and comprehensive manner. - Prioritize work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. Provided support involves Azure IaaS (Infrastructure as a Service) on resources such as Windows Server (2008, 2012, 2012 R2, 2016), Linux Servers (Ubuntu, RedHat, CentOS), Cloud Virtual Machines, Cloud Connectivity Problems, Cloud Storage, Cloud Networking, Resource deployment, Advisory and other services within Azure IaaS.

Costa Rica

Virtual Machine Availability Team (VMA)Technical Support Engenieer taking ownership of Enterprise level's issues reported; Take them through researching, diagnosing, troubleshooting and identifying solutions by collecting information from different tools until find an accurate solution, then developing customer-facing documentation and providing it to customers an action plan to teach them as much as possible. Prepare accurate and timely reports and ensure proper recording and closure of all issues are part of the job, Communication usually done primarily via email and also via phone contact. Answering questions from customers and prospective customers about the features and capabilities of our technology understanding customer needs and wishes. The biggest challenge is to provide the best customer service experience in each communication to make customers feel they have support from the company and the best professionals working hand to hand with them to get issues resolved in the best way.

Cartago

Helping students recognize and achieve their educational goals, primarily at the Universitary level. Helping students examine where they are weaker to academic level and help them to make it stronger. Also work closely with professors and university administrators and stay up-to-date on program changes.

Costa Rica

Supervised Practice as Technical Support

Bachelor’S Degree, Software Development

Infrastructure and Technology Software Development

Computer Software Engineering