Profilbild von Alejandro Azofeifa Cloud Engineer aus SanJose

Alejandro Azofeifa

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Letztes Update: 06.09.2022

Cloud Engineer

Abschluss: BSc. Computer Science
Stunden-/Tagessatz: anzeigen
Sprachkenntnisse: englisch (Muttersprache) | spanisch (Muttersprache)

Dateianlagen

Alejandro Azofeifa .pdf

Skills

Query languages, SQL, MSSQL, JavaScript, VueJS, Python, Cloud computing, Identity Management, knowledge capture, Azure, CSS, Azure Active Directory space, Access Management, SSPR, RBAC, Azure Portal, Powershell, Microsoft APIs

Projekthistorie

07/2018 - 09/2019
Azure Identity Support Engineer
Microsoft CSS

Providing engineering support for WW Azure Enterprise customers for both break fix issues and technical advisory on
their Identity strategy. Helping customers unblocking deep technical issues as well as offering guidance on finding the
right solutions for their respective Identity strategy.

Responsibilities:
* Have an understanding in multiple areas of Azure Identity, for instance:
o AAD Connect
o AAD User Provisioning
o Overall Identity Management
* Commit with the customer to the end to end of a case and show accountability for the entire issue being
worked. Display the Customer Experience Framework.
* Communicate effectively with internal escalation points, to translate the customer issue. Providing at the same
a clear communication with the customer.
* Collaborate with multiple parties working towards the customer solution.

Role activities:
* Prioritize the work to accomplish the most. Maintain a proactive approach to customer happiness, identifying
and correcting customer satisfaction concerns before they become problems.
* Share with the customers best practices, with the mindset of empowering them
* Collaborate with management and engineering to resolve service issues.
* Developing and delivering training for Support Engineers on Azure AD related technologies to accelerate
technical readiness.
* Ensure that each support request owned is handled as per our Service Level Agreement (SLA) and to the highest
possible customer satisfaction by setting the right expectations and fulfilling your commitments.

10/2017 - 07/2018
Specialist Application Support
DHL Global Business Service - Costa Rica

General functions
* Provide technical support to users of business applications, using standard IT processes and procedures.
* Investigate problems, find root causes and prepare a solution/fix.
* Participate on the projects relevant to the supported services, e.g. testing and deployments of new releases,
service improvement plans or knowledge capture.


Service Owner role functions
* First point of contact with the business for all build & support requirements, engaging the communication
between business and external stakeholders.
* Cooperation with Product owner and Business partners for process definition, continuous improvement and
performance reviews.
* Coordinator for a Global functional team (Malaysia and Czech Republic) and facilitator for the communications
with other support teams
* Continuous service improvement via proactive Problem Management.

09/2015 - 10/2017
Emergency Incident Management
DHL Global Business Service

General functions
* Support and manage the incident with the highest level of impact within the requirements of the company's
business divisions.
* Coordinate the restoration process to ensure the minimum level of impact.
* Monitor the progress throughout the different recovery levels, ensuring that the incident is documented
accordingly and that the recovery process is followed respectively.
* Guardian of the Global Service Recovery Policy and Service Level Agreements, highlighting non-adherence to
agreed processes or process gaps to responsible parties.
* Wrote maintainable and extensible work solutions in a team environment.
* Provide training and development skills.

Reisebereitschaft

Verfügbar in den Ländern Costa Rica
Profilbild von Alejandro Azofeifa Cloud Engineer aus SanJose Cloud Engineer
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