Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Timeline
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David Otárola Montoya

Escazú

Summary

Versatile Technical Support Engineer skilled at offering users easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

8
8
years of professional experience

Work History

IT Support Engineer

Intel
06.2024 - Current
  • Operations to computing equipment repair and troubleshooting, in a demanding and challenging production environment.
  • First-line support for factory automation issues for all factories in Chandler Arizona, and Hillsboro Oregon.
  • Providing technical support by phone, chat, email, and web ticketing interfaces to internal and external customers on software, hardware, and business processes and services.
  • Providing necessary support to integrate and test computer environment systems.
  • Driving operational improvements and publish reports on Key Performance Indicators (Service targets, Customer satisfaction, etc.).
  • Collaborating and interacting with end users, Factory Business partners, L3 Developers, and other members of the support teams to ensure best support practices are implemented. Supporting investigations and resolving production issues, configures, and codes simple data fixes, and performs other operational tasks.
  • Effectively communicating (written and verbal) with team members, customers, stakeholders, willingness to work in a dynamic environment, analytics and problem-solving skills to communicate complex data in a simple, actionable way, proactive mindset, able to handle ambiguity and manage crisis situations in a complex, fast-paced, results oriented environment.

Manufacturing Technician

Intel
06.2021 - 06.2024
  • Performing electrical or mechanical troubleshooting to determine problems in nonfunctioning equipment used in the manufacturing process.
  • Adjusts, repairs, and installs/assembles equipment according to layout plans, operating or repair manuals, and rough sketches or drawings.
  • Performing setup, calibration, and preventative maintenance on production equipment, and coordinates with supplier for service and repairs where needed.
  • Monitoring and analyzing all related data to improve and maintain tool performance and address all tool/module related issues.
  • Working with module engineering to execute experiments and equipment configuration changes, supporting data collection activities, and generally completing tasks per published procedures.
  • Supporting engineering with module equipment troubleshooting through data analysis and controlled experimentation that will meet or improve module availability and performance targets preventing future excursions.
  • Demonstrated discipline, attentiveness to detail, and the ability to work under limited supervision. Capable of handling multiple assignments in a timely manner while meeting assigned deadlines. Strong communication skills. Demonstrated teamwork and influencing skills. Train other technicians and lead by example attitude.

Technical Support Representative

NI (National Instruments)
05.2020 - 06.2021
  • Handling Technical Support Cases by phone and email from the direct customers of NI products as LabVIEW, Multisim, Ultiboard.
  • In charge of the licensing cases, including single seats and multi-seats, NI Volume License Manager software.
  • Processed a range of documentation as KnowledgeBase articles into company databases.

Laboratory Technician

Infotree Global Solutions
07.2018 - 05.2020
  • In charge of the technical support addressed to the Intel engineering team of a High Density Modular Tester (HDMX) machine, which performs the testing process of the microprocessors.
  • Ensure the proper functioning of its equipment.
  • Trained, coached, and supervised new staff members for 1.5 years, giving excellent verifiable results in each of my trainees.
  • Pitched ideas on how to improve performance and efficiency.
  • Supervised and delegated tasks to a team of 25 members.

Networking Technical Support Engineer

Sykes (Cisco TAC)
10.2017 - 07.2020
  • Technical support of cases answering calls and emails of direct Cisco customers.
  • Solving customer issues related to Cisco WAN accelerators, Load Balancers and Cisco Monitoring Network Protocols by phone or mail.
  • Management and Unix/Linux basic knowledge.

Education

Bachelor of Science - Telecommunications Engineering

Fidélitas University
San Pedro, San José
03-2024

Associate of Science - Networking

Cisco CCNA Don Bosco Networking Academy
Alajuelita, San José
07-2017

Associate of Science - Electromechanical Engineering

Cedes Don Bosco
Alajuelita, San José
12-2017

Skills

  • Problem solving
  • Excellent communication and presentation skills
  • Implementation of IT systems
  • Effective multitasking
  • Technical Support
  • Adaptability to new challenges
  • Application troubleshooting expertise
  • Incident resolution
  • Network troubleshooting

Personal Information

  • Date of Birth: 11/11/98
  • Gender: Male
  • Nationality: Costa Rican
  • Driving License: B1

Languages

English
Full Professional
Spanish
Portuguese
Professional Working

Timeline

IT Support Engineer

Intel
06.2024 - Current

Manufacturing Technician

Intel
06.2021 - 06.2024

Technical Support Representative

NI (National Instruments)
05.2020 - 06.2021

Laboratory Technician

Infotree Global Solutions
07.2018 - 05.2020

Networking Technical Support Engineer

Sykes (Cisco TAC)
10.2017 - 07.2020

Bachelor of Science - Telecommunications Engineering

Fidélitas University

Associate of Science - Networking

Cisco CCNA Don Bosco Networking Academy

Associate of Science - Electromechanical Engineering

Cedes Don Bosco

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David Otárola Montoya