I am a bilingual technical support professional with more than 8 years of experience in cloud identity, security, and enterprise support across SaaS and e-commerce environments.
I specialize in Microsoft Entra ID (Azure AD), including Conditional Access, MFA, and SSO implementations using SAML and OAuth. I have built strong hands-on experience troubleshooting authentication issues, analyzing logs, and resolving complex Tier 2 escalations.
In my recent role as a Tech Support Engineer, Cloud Identity, I supported enterprise clients by diagnosing identity and access problems, strengthening authentication security, and helping improve product reliability through close collaboration with engineering and product teams.
Before that, I worked as a Customer Success Manager, where I served as a subject matter expert and trusted technical point of contact for clients. I helped administrators with implementation best practices, security configurations, and compliance-focused guidance.
My background also includes several years at Amazon as an Investigation Specialist, where I led fraud and risk investigations, restored secure access to compromised accounts, and contributed insights that improved detection and security workflows.
I am now actively transitioning toward a cloud or identity engineering role, bringing together technical troubleshooting, security analysis, client advisory, and cross-functional collaboration.
I am based in Costa Rica and work fluently in Spanish and English.
Resolved complex Microsoft Entra ID (Azure AD) identity and access issues for enterprise clients, met SLA targets across high-priority Tier 2 escalations, designed and troubleshot Conditional Access and MFA policies, conducted root cause analysis using log analysis, network tracing, and system diagnostics, and partnered with engineering and product teams to escalate platform bugs.
Served as Subject Matter Expert for assigned product lines, advised enterprise administrators on implementation best practices and security configurations, acted as the primary technical point of contact for clients, and ensured client environments maintained compliance with industry best practices.
Led risk assessments on financial transactions to detect and prevent fraud, investigated compromised accounts and restored secure access, identified emerging fraud trends, and collaborated cross-functionally to strengthen fraud prevention workflows and escalation procedures.
Promoted to Subject Matter Expert, mentored team members on complex case resolution and advanced troubleshooting techniques, and validated escalated customer transactions for accuracy and security under high-volume conditions.
Technical Degree in Computer Support and Maintenance
Technical Degree in Administrative Assistance
High School Diploma
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.