Jorge Medina
San José
Summary
Windows Escalation Engineer at Microsoft, adept in advanced debugging and with a solid foundation in cloud computing. Successfully resolved critical technical issues, enhancing customer satisfaction and business continuity. Proven mentor with strong collaboration skills, driving team performance through knowledge sharing and training initiatives.
Overview
8
8
years of professional experience
Work History
Windows Escalation Engineer
Microsoft
San José, Costa Rica (Remote)
11.2022 - Current
- Investigate and resolve highly complex, escalated technical issues related to Windows environments, including server hangs, blue screens, process crashes, and other critical system failures through advanced debugging techniques.
- Act as a key bridge between Customer Support Services (CSS) and the Product Group, opening and managing bug reports (ICMs) while collaborating with internal teams to drive issue resolution.
- Utilize a wide range of diagnostic tools—including Event Logs, Traces, Performance Recorders, Process Dumps, Complete Memory Dumps, Process Monitoring, and Time Travel Recordings—to analyze root causes.
- Author and distribute internal knowledge articles to share case resolutions, enhancing technical expertise across global escalation teams.
- Provide mentorship to Support Escalation Engineers (SEEs) and Support Engineers (SEs), conducting knowledge-sharing sessions and guiding them through complex case resolution via weekly calls.
Windows Support Escalation Engineer
Microsoft
San José (Remote)
04.2022 - 11.2022
- Manage and resolve highly complex, high-visibility cases, including those with political, financial, and executive-level impact, ensuring business continuity.
- Deliver Remote Desktop Services (RDS) training for new hires and advanced RDS Traces training for experienced engineers, enhancing team technical capabilities.
- Own, troubleshoot, and resolve critical customer issues by leveraging collaboration, troubleshooting best practices, and cross-team transparency (e.g., swarming).
- Identify and escalate cases requiring advanced technical expertise or strategic intervention to ensure swift and effective resolution.
Windows Technical Support Engineer
Microsoft
San José, Costa Rica
08.2018 - 04.2022
- Responded to support requests from end-users and patiently walked individuals through troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
NetApp Technical Support Engineer
NetApp
Heredia, Costa Rica
01.2017 - 08.2018
- Researched and identified solutions for software and hardware issues in SAN and NAS networks.
- Diagnosed and troubleshot storage technology problems involving CIFS/SMB and NFS file-sharing protocols.
- Responded to support requests from end-users, providing step-by-step guidance for troubleshooting.
- Conducted root cause analysis of technical issues, implementing preventive measures to reduce future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
Education
Certificate - Microsoft Certified Azure Fundamentals
Microsoft
02-2025
Certificate - Azure Virtual Desktop Specialty
Microsoft
11-2023
Certificate - Microsoft Certified Azure Administrator Associate
Microsoft
06-2023
Skills
- Cloud computing
- Azure administration
- Debugging
- Technical support
Timeline
Windows Escalation Engineer
Microsoft
11.2022 - Current
Windows Support Escalation Engineer
Microsoft
04.2022 - 11.2022
Windows Technical Support Engineer
Microsoft
08.2018 - 04.2022
NetApp Technical Support Engineer
NetApp
01.2017 - 08.2018
Certificate - Microsoft Certified Azure Fundamentals
Microsoft
Certificate - Azure Virtual Desktop Specialty
Microsoft
Certificate - Microsoft Certified Azure Administrator Associate
Microsoft