Mirna Barrientos Fernández
San Pedro
Summary
Technical Specialist with expertise in managing customer environments, resolving critical issues, and ensuring technical health in the Microsoft Azure environment. Proven success in delivering onboarding, enablement planning, and training programs, while maintaining high customer satisfaction.
Skilled in diagnostic health checks, escalation management, and collaborating with cross-functional teams to align technical solutions with business objectives. Strong communicator, adept at simplifying technical concepts for diverse audiences and advocating for customer needs to drive successful. outcomes.
Overview
3
3
years of professional experience
Work History
Technical Trainer
Tek Experts
01.2024 - Current
- Acted as a key point of contact for technical health issues leading technical training sessions (in person and virtually) to employees on Subscription Management and Billing, addressing concerns from Microsoft clients within the Azure environment.
- Provided mentorship and enablement planning for new hires, delivering comprehensive onboarding workshops that ensured 90% of employees met performance goals within their first quarter.
- Conducted diagnostic health checks by designing and developing labs, simulations, and assessments in LMS, increasing trainees’ technical proficiency and problem-solving skills by 25%.
- Collaborated with cross-functional teams, including HR, SMEs, and team leads, to align training initiatives with organizational goals and customer needs, ensuring optimal customer environment performance.
- Delivered refresher and upskilling sessions across Costa Rica and El Salvador sites, proactively addressing knowledge gaps to enhance overall team technical health and case resolution efficiency by 30%.
Financial Technical Analyst
Tek Experts
12.2022 - 01.2024
- Resolved over 500 technical cases in the Azure portal, maintaining an average customer satisfaction score of 4.6/5, and became a trusted expert within the team.
- Partnered with escalation management to proactively handle critical customer issues, working closely with internal teams to resolve urgent cases and prevent outages or service disruptions.
- Provided recommendations for environment upgrades, feature enhancements, and maintenance planning, ensuring customer systems were optimized for success.
- Led effective escalation initiatives, collaborating with internal leadership to resolve critical customer cases rapidly, ensuring service continuity.
- Conducted weekly diagnostic health reviews of team-assigned cases, identifying potential bugs and outages and coordinating with team members to address them before escalation.
Customer Loyalty Specialist
Support Services Group
10.2021 - 12.2022
- Retained over 85% of assigned clients in the retention department by leveraging strategic negotiation and empathetic customer service.
- Customized packages and solutions for clients, driving a 15% increase in cross-sales by understanding their needs and overcoming objections.
- Developed key skills in persuasive communication and problem-solving, increasing the first-contact resolution rate for client issues.
Education
Bachelor's Degree - Sociology
Universidad De Costa Rica
San Pedro, Montes De Oca08-2021
Skills
- Azure Subscription Management and Billing expertise
- Diagnostic health checks and issue resolution
- Onboarding, mentoring, and enablement planning
- Collaboration with cross-functional teams
- Customer advocacy and satisfaction
- Strong verbal and written communication skills, simplifying technical concepts for all audiences
- Work independently and as part of a team
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Technical Trainer
Tek Experts
01.2024 - Current
Financial Technical Analyst
Tek Experts
12.2022 - 01.2024
Customer Loyalty Specialist
Support Services Group
10.2021 - 12.2022
Bachelor's Degree - Sociology
Universidad De Costa Rica
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