Solanyi Camacho Fonseca
Technical Support Engineer
Cartago
Summary
Flexible Technical Support Engineer with five years of experience helping clients maintain smooth operations. Expertise in networking systems and cloud environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
Cybersecurity Frontline Technical Support Engineer
VMware Carbon Black
5 2023 - 05.2024
- Provide advanced technical support, develop depth knowledge on Carbon Black Products (applications) and troubleshooting client requests
- Technical support in providing solutions and fixes when companies are being attack by viruses or malicious processes and applications
- In-depth analysis and investigation on blocks or deny actions from Carbon Black products/applications
- Follow all processes and procedures from official KB’s, articles, or documentations, with the opportunity of improvement areas based on customers opinions
- Demonstrated expertise in troubleshooting and resolving complex technical issues, contributing to improved customer satisfaction scores
- Advance level and analysis of different type of logs for each operating system such us: diagnostic, Har, Procmon, Wireshark logs
- Maintain and optimize software, performance, and application functionality
- Support and experience supporting OS platforms such us Windows, macOS and Linux
- Assistance during the installation process of each product/application
- Assistance adding settings AV exclusions for extra antivirus running at the same time in the endpoints to prevent interop issues
- Experience working with the tools such as Salesforce, Office 365, Jira, Confluence, Wolken, Google Suite, Zoom, Slack
- Troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Balanced high volume personal case volume while also answering live calls and monitoring incoming case queue
- Held 92% positive customer satisfaction case surveys during tenure.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns
Microsoft Intune Engineer Stage 2
Tek Experts
06.2021 - 04.2023
- In-depth investigation, research, and troubleshooting through logs and policies analysis of the Microsoft Azure-Intune cloud tenant
- Provided specialized technical assistance for Microsoft Intune, helping clients manage and secure their devices and applications
- Managing and monitoring devices (Windows, iOS, iPadOS, Android, macOS) and applications deployments through configuration, rules, conditional access, and compliance policies from Intune Cloud MDM to meet all requirements from each company before installation
- Provide advance level on enrollment processes depending on each OS Operating Systems
- Documentation skills through different platforms tools, such as Microsoft OneNote, Word, Excel, Rave
- Collaborated with cross-functional teams to enhance product features and support processes, driving continuous improvement
- Remotely troubleshooting with customers during meeting sessions through different platform tools, such as Microsoft Teams, Zoom, Webex.
Sonos Tech Support Agent L1
Sykes
09.2019 - 05.2021
- Troubleshoot Sonos software issues on multiple OS like Windows, MacOS, iOS, Android
- Review logs and dmesg events from Kernel to solve issues
- Configured routers settings remotely
- Excellent Customer Service skills, both written and over the phone, email and chat
- Basic networking troubleshooting tools used to diagnose connectivity issues
- Documented information to track steps taken to solve issues.
Education
Systems Engineering -
UAM Costa Rica
01.2023 - Current
High School Diploma -
Colegio Ing Alejandro Quesada Ramirez
01.2016 -
Skills
Timeline
Systems Engineering -
UAM Costa Rica
01.2023 - Current
Microsoft Intune Engineer Stage 2
Tek Experts
06.2021 - 04.2023
Sonos Tech Support Agent L1
Sykes
09.2019 - 05.2021
High School Diploma -
Colegio Ing Alejandro Quesada Ramirez
01.2016 -
Cybersecurity Frontline Technical Support Engineer
VMware Carbon Black
5 2023 - 05.2024
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