Oscar Castillo

Experience

• 

  Instituto Costarricense de Electricidad

  Jul 2007 - Jul 2016

  Customer Support Manager

  • Lead projects of national impact, with alliances between government institutions. • Coordinate the technical team at the national level for the remote support of our clients.• 1:1 meeting where the metrics are reviewed, feedback on the call and ticket analysis is given, and blockers discussed. Coaching sessions where engineers need help/guidance on a specific topic, from soft-skills advice to technical product training• Followed up our team's performance on a daily basis using our productivity tool to find inefficiencies and create data-driven action plans for bottom performers. Show less

• 

  Micro Focus

  Nov 2016 - Feb 2020

  L3 Software Support Engineer

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.• Review and may resolve complex business issues.• Excellent communication skills. Add case resolution to Knowledge Management System (KMS).• Understand and utilize Information Technology Information Library (ITIL).• Represent and participate on company team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.• Partners frequently with the Sales Pursuit team. Show less

• 

  IBM

  Dec 2019 - now

  As Security Services Account Manager requires a blend of technical knowledge, interpersonal skills, and business acumen and involves a continuous effort to improve skills, adapt to changing circumstances, and always prioritize the client's needs.Communication Skills: The ability to communicate clearly and effectively is crucial. It involves active listening, articulating ideas, and tailoring communication to suit different audiences (technical teams, executives, clients).Relationship Building: Building strong relationships with clients is fundamental. Establishing trust, understanding their needs, and being their advocate within your organization fosters long-term partnerships.Technical Understanding: While not necessarily as in-depth as an engineer, having a solid grasp of the technical aspects of the company's products/services helps in understanding client requirements and providing effective solutions.Problem-solving Ability: Our clients often encounter challenges; being adept at identifying issues, proposing solutions, and coordinating with internal teams to resolve them is crucial.Negotiation and Persuasion: Being able to negotiate, manage expectations. Time Management: Juggling multiple clients and projects requires excellent time management skills. Prioritizing tasks, meeting deadlines, and being organized are key.Business Acumen: Understanding the industry landscape, market trends, and your client's business goals is important. Adaptability and Learning: The tech landscape is ever-evolving. Being adaptable to new technologies, trends, and willing to continuously learn is crucial for staying ahead.Empathy and Emotional Intelligence: Understanding your client's emotions, concerns, and being empathetic towards their challenges helps in building stronger relationships.Team Collaboration: Collaborating effectively with internal teams is essential to deliver seamless service to clients. Show less

  • Security Services Account Manager

    Jan 2022 - now

  • Threat Analyst

    Dec 2019 - Feb 2022