Roy Delgado Cortez

Experience

• 

  Sykes Enterprises, Incorporated

  Mar 2015 - Aug 2017

  Bilingual CSR, Account Specialist and Trilingual CSR

  Capital One Bank (Bilingual CSR/Account Specialist): Payment investigations, Fraudulent transactions, billing, due dates and Transaction disputes.Citi Corporate Credit Cards (Trilingual CSR): Payment investigations, Fraudulent transactions, billing, due dates and Transaction disputes.

• 

  DXC Technology

  Sept 2017 - Sept 2018

  Helpdesk Support
• 

  Auxis

  Dec 2018 - Jul 2019

  Service Desk Analyst
• 

  Tek Experts

  Jul 2019 - Oct 2020

  We provided support and advise to Microsoft Commercial Executives and Microsoft re-sellers as well. VL Remaps. License count. Activation Links. Tenant creation, migration, etc... Volume Licensing matters. License Products compliance.

  • Virtualization Engineer

    Mar 2020 - Oct 2020

  • Relationship Manager

    Jul 2019 - Mar 2020
• 

  Microsoft

  Sept 2021 - now

  Azure Support Engineer

  As an Azure Support Engineer, I was responsible for:- Taking ownership of, investigating, and resolving customer technical issues by collaborating with internal teams and utilizing troubleshooting tools and best practices.- Leading or actively participating in community-building efforts with peer delivery roles and sharing knowledge when appropriate to enhance team capabilities.- Developing specialized technical and professional proficiency to effectively resolve customer issues through continuous training and readiness.- Identifying potential product defects and escalating them to the appropriate teams to contribute to the ongoing improvement of Microsoft products.- Assisting customers with provisioning and managing Azure Subscriptions.- Resolving tenant-related issues and addressing authentication concerns.- Managing subscription offer changes and related configurations.- Troubleshooting Azure Portal error codes and messages.- Calculating SLA credits for IT and infrastructure outages.- Providing support for SQL queries and troubleshooting related issues.- Provisioning and managing Enterprise Agreement (EA) contracts.- Writing and optimizing Kusto queries.- Assisting customers with Azure Pricing Calculators to estimate costs.- Addressing billing inquiries related to Azure Storage solutions, Networking solutions, and other Azure services.Mentor:Delivered training sessions for new hires, ensuring they were well-versed in company processes and tools.Guided new employees through the company’s training materials to facilitate their onboarding.Conducted both on-site and off-site one-on-one training sessions to enhance employee knowledge and performance.Took ownership of long-running cases from other engineers, ensuring timely and effective resolution.Participated in calls with other engineers to provide expertise and support on Azure-related issues. Show less