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Power BI TECHNICAL ADVISOR AMERICAS – April 2022
Provide solutions for Microsoft's Premier and Unified Enterprise customers working with Power BI, improve upon processes in place that impact other support engineers on a global level, create technical and soft skills training for the engineers, build a better customer relationship with escalates cases, and search for solutions with escalations.

Power BI Support Escalation Engineer – December 2020
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), Identifying cases that require escalation (either technically or strategically), creating and maintain incident management requests to product group/engineering group, contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience, provide ramp activities, knowledge sharing, technical coaching and mentoring, drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions), lead and participate in building communities with peer delivery roles.

Power BI Support Engineer – October 2019
Scope a customer issue by collecting the relevant facts and investigating the problem by doing your own research and by involving other teams as needed. Consult and collaborate with your 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 your technical work and research to help your colleagues, improve the product, and improve the support experience. Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

HP Inc. Heredia, Costa Rica
Data ARC and supplies analyst – February 2017
Improve the HP printer service process, and deliver breakthrough support services ensuring our customers remain customers for life. On the customer request & work to provide timely resolution by understanding their needs, ensuring a good overall customer experience. Ensure orders are handled in a timely fashion while maintaining SLA commitments. Ensure proper elevation/escalation management occurs & timelines are followed. Responsible for overseeing the work of Supplies. Trace tracking numbers create the sales report every week and talk about delivery problems with the client and the account manager.

REFRITEC San José - Guanacaste, Costa Rica / Managua, Nicaragua
In charge of store and warehouse
Analyst wineries inventory, responsible supply stores (in Liberia and Santa Cruz) with the items the company offers, in addition to inventories, cash counts, and audits in stores (Santa Cruz, Liberia). Also, perform product catalogs and verify entries and exits of the main warehouse (Granadilla).

PEPSICO San José, Costa Rica
Master Data Analyst
Analyst databases, standardization of codes and data databases and looking for inconsistencies in them, master catalogs, handle pivot tables, automation software, Creating Dashboard Manipulation of SAP and web tools.

Humanitarian service (Lima Peru Mission) Lima, Perú
Full-time voluntary missionary
Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ, I also had leadership positions in which I direct, capacity, and trained other volunteer missionaries, in addition to this organized agendas big events scale

BN Vital San José, Costa Rica
IT projects
Help maintenance of computers, and databases, and cover the IT needs of the company, I was also in charge of helping with updating the machines, either with antivirus, operating systems, etc. we used the adobe suite for maintaining the website.

Diario Extra San José, Costa Rica
Service Desk
Help with the maintenance of computer equipment, equipping them with the necessary tools to labor.","rawText":"Microsoft San Jose, Costa Rica Power BI TECHNICAL ADVISOR AMERICAS – April 2022 Provide solutions for Microsoft's Premier and Unified Enterprise customers working with Power BI, improve upon processes in place that impact other support engineers on a global level, create technical and soft skills training for the engineers, build a better customer relationship with escalates cases, and search for solutions with escalations. Power BI Support Escalation Engineer – December 2020 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), Identifying cases that require escalation (either technically or strategically), creating and maintain incident management requests to product group/engineering group, contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience, provide ramp activities, knowledge sharing, technical coaching and mentoring, drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions), lead and participate in building communities with peer delivery roles. 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Heredia, Costa Rica Data ARC and supplies analyst – February 2017 Improve the HP printer service process, and deliver breakthrough support services ensuring our customers remain customers for life. On the customer request & work to provide timely resolution by understanding their needs, ensuring a good overall customer experience. Ensure orders are handled in a timely fashion while maintaining SLA commitments. Ensure proper elevation/escalation management occurs & timelines are followed. Responsible for overseeing the work of Supplies. Trace tracking numbers create the sales report every week and talk about delivery problems with the client and the account manager. REFRITEC San José - Guanacaste, Costa Rica / Managua, Nicaragua In charge of store and warehouse Analyst wineries inventory, responsible supply stores (in Liberia and Santa Cruz) with the items the company offers, in addition to inventories, cash counts, and audits in stores (Santa Cruz, Liberia). 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