Felix Diaz Email & Phone Number

San Jose, Costa Rica

San Jose, Costa Rica

San Jose, Costa Rica

Responsibilities:- Triage and solve complex delivery issues on the Akamai network including complex customer setups, field trials, performance issues, and availability issues- Take knowledge gained from triaging customer issues and feed it back into product design and support, making the end-to-end delivery more robust- Implement effective processes for Akamai’s first-tier support organization- Work with and guide technical and product groups from all over the company to solve customer problems with urgency- Manage customer expectations to comply with Service Level Agreements- Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.

San Jose, Costa Rica

Responsibilities:- Worked to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff.- Worked independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues involved complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.- Demonstrated leadership and worked independently to resolve complex technical problems, including escalations to our product engineers.- Developed methods and best practices for delivering outstanding service. - Participated in knowledge sharing as well as knowledge base management. - Worked as a technical resource on engineering bridges on complex issues.- Was Subject Matter Expert of multiple product/services and worked with engineering to ensure that new Akamai services could be supported as part of the New Product Introduction (NPI) process.- Defined, coordinated, and prioritized customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Worked closely with Engineering and Product Management to implement these enhancements.- Worked closely with and managed issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.- Defined requirements and coded tools in order to automate troubleshooting tasks.- Mentored others on the team, assisted with the design and delivery of product/technical trainings.

Bachillerato, Ingenieria En Sistemas Informaticos

Bachillerato, Administracion De Empresas

Master, Sistemas Y Redes De Telecomunicaciones