Marco Mora Email & Phone Number

Costa Rica

Some of my responsibilities are: - Scope a customer issue by collecting the relevant facts and investigate the problem by doing my own research and by involving other teams as needed.- Consult and collaborate with my immediate peers or colleagues around the world and with management and engineering to resolve service issues.- Act internally as a customer advocate.- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.- Advise customers on how to gain additional value from their Microsoft products.- Document my technical work and research to help my colleagues, improve the product, and improve the support experience.- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

Some of my responsibilities were: - To be accountable for providing an outstanding technical support experience to our business customers. From problem identification to full resolution.- To be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners.- Scoped a customer’s issue by collecting the relevant facts; investigate the problem by doing my own research and by involving other teams as needed.- Consulted and collaborate with my immediate peers or colleagues around the world.- Ensured that each support request owned by me is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling my commitments.- Documented my technical work and research in detailed and comprehensive manner.- Prioritized my work to accomplish the most important and urgent requests first.- Maintained a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

I helped the team to improve our relationship with brasilian customers; because, I could work with them in their native language. Some of my responsabilites were: - Performed hardware refresh of old servers with new equipment. - Created RMAs and work orders for all hardware needed in the installations and when an upgrade was needed.- Talked with ISPs around the world about our solution.- Ensured all of our installations were 100% healthy and performed upgrades when necessary.- Troubleshot server, switches and software issues.- Configured BGP sessions and switches.- Created new projects with new possible partners and followed the process and installation.

I was responsible to provide 24 x 7 x 365 support for Windows servers and workstations, regarding all antivirus issues detected in the console manager and reported by the end users. I was accountable for all customers in Brazil. Also, applied knowledge of established procedures to research and resolve questions or requests and assists in the resolution of complex problems. Within my responsibilities I can mention: -Monitored vendor console. -Updated definition and signature releases. -Checked client console health.-Resolved Virus Cases / Remediation.-Kept client reporting.-Attended meetings for client reviews.-24x7x365 Shift and On Call coverage.

During this time I got promoted to SME, which was the accountable person for DTV account, responsible for all changes and requests submitted during my shift.I worked with different technologies and accounts at the same time. For example: Check Point Firewalls, F5 Load Balancers, HP Procurve switches, Cisco devices. Also, participated in the daily meeting for FW changes and requests with the L3s and TLs from US.

I worked for the Bank of America Core network, which led to my promotion to Level 2 technician.I was resposible of the CORE Network and working at the same time with incidents as Resolution technician. I had to work with Cisco Series 10200 – OCR routers. Fiber Optic links around the world and US.

I was responsible of the main monitoring system, focused on enterprise and critical devices. Working with both data and voice circuits. Supporting Cisco Series 3500 – 4900 – 6500 and Nexus devices. Also, worked on different roles and tasks with impacting incidents. I never received an escalation.

Ccna Security., Computer Systems Networking And Telecommunications

Ccna Routing And Switching., Computer Systems Networking And Telecommunications

High School Bachelor Degree.