Alejandro Azofeifa available

Alejandro Azofeifa

Cloud Engineer

Profileimage by Alejandro Azofeifa Cloud Engineer from SanJose
  • 10100 San Jose Freelancer in
  • Graduation: BSc. Computer Science
  • Hourly-/Daily rates:
  • Languages: English (Native or Bilingual) | Spanish (Native or Bilingual)
  • Last update: 08.05.2020
Profileimage by Alejandro Azofeifa Cloud Engineer from SanJose
CV - Alejandro Azofeifa

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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
  • 07/2018 - 09/2019

    • Microsoft CSS
  • Azure Identity Support Engineer
  • 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.

    * 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

    • DHL Global Business Service - Costa Rica
  • Specialist Application Support
  • 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

    • DHL Global Business Service
  • Emergency Incident Management
  • 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.