RAQUEL ZÚÑIGA PEÑA
Senior Technical Support
San José
Summary
Driven and solution-oriented with passion for technology and customer service. Possesses foundational knowledge in networking and troubleshooting, with practical skills in resolving software and hardware issues. Committed to delivering effective solutions and enhancing user satisfaction.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer T2- TSE2
Foundever
08.2022 - 03.2025
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Managed escalations from Tier 1 agents, handling customer requests for further troubleshooting on email deliverability issues.
- Provided expert support on DMARC, SPF, DNS, dedicated IPs, reputation management, and best practices for marketing and transactional emails.
- Addressed technical issues related to CNAME records, A records, domain propagation, two-factor authentication, and SSO, including support for resellers like Azure.
- Offered support to Tier 1 agents and partners via Slack, delivering guidance on complex issues and conducting refresher training sessions.
- Opening of new JIRA's and On-Call duties such as updating real time statuses from the webpage for customer facing communications.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Team Lead
Foundever
08.2021 - 04.2022
- In charge of 15 agents, making sure to accomplish individual KPI's, one on one sessions, presenting each month results in comparison with the previous two months to check on the progress for the team to achieve all metrics.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- In charge of dismissals, interviews and refreshers for the team.
Technical Trainer
Sykes/Foundever
02.2019 - 08.2021
- Specializing in IT Systems & Networking Training.
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Trained trainees on the use of Windows OS, Mac OS, iOS, basic networking concepts, router access, and the differences between 2.4GHz and 5GHz.
- Developed and tailored training curricula, including modules, agendas, learning activities, and assessments, to meet client requirements and effectively transfer knowledge.
- Led large groups of trainees, ensuring engagement and successful learning outcomes.
- Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
Subject Matter Expert (SME)
Sykes/Foundever
09.2018 - 02.2019
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- In charge as well of nesters and providing feedback to resolve customer issues.
- Account Sonos
Tier 1 Technical Support Agent
Sykes
08.2018 - 09.2018
- Customer service agent in charge of Troubleshooting customer issues with Hi-Fi speakers including remote sessions to the customer computer to access router settings.
- Account Sonos
- Stayed current on industry trends and technologies, enabling accurate and up-to-date assistance for customers.
Trainer & Subject Matter Expert (SME)
CSS Corp
San Jose, Costa Rica, Provincia de Alajuela
01.2016 - 01.2018
- Specializing in Home Automation Systems & Security Cameras.
- Delivered comprehensive training for Level 1 Technical Support Agents, focusing on technical skills, tools, and product knowledge for efficient call handling.
- Led innovative training projects aimed at improving agent performance and achieving company goals.
- Conducted direct client communication to assess training effectiveness, presenting metrics, quizzes, and performance evaluations.
- Acted as an SME, providing expert support for complex cases and rare issues, ensuring timely resolutions.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Education
High School Finalized -
School Jose Figueres Ferrer
Sabanilla, Montes de OcaPC Building - undefined
Fundación Omar Dengo in conjunction with Sykes Technical Academy
Intro to Programming - undefined
Fundación Omar Dengo in conjunction with Sykes Technical Academy
Skills
Windows
Mac OS
Microsoft Office
Excel
Word
PowerPoint
Interpersonal Skills
Fast Learner
Team Work
Problem-solving
Accomplishments
- First business travel to MN, participating in the first exchange program in 2015 for CSSCORP.
- Second business travel for new training bootcamp and SOP review for Interface Security Systems, Plano, TX in March 2017.
Visa
Available, 07/26/26
Timeline
Technical Support Engineer T2- TSE2
Foundever
08.2022 - 03.2025
Team Lead
Foundever
08.2021 - 04.2022
Technical Trainer
Sykes/Foundever
02.2019 - 08.2021
Subject Matter Expert (SME)
Sykes/Foundever
09.2018 - 02.2019
Tier 1 Technical Support Agent
Sykes
08.2018 - 09.2018
Trainer & Subject Matter Expert (SME)
CSS Corp
01.2016 - 01.2018
PC Building - undefined
Fundación Omar Dengo in conjunction with Sykes Technical Academy
Intro to Programming - undefined
Fundación Omar Dengo in conjunction with Sykes Technical Academy
High School Finalized -
School Jose Figueres Ferrer