José Rolando Rivera Ramírez

Bilingual Technology and Operations Professional with more than 3 years of experience delivering enterprise technical support, cloud services, service delivery, and customer-focused solutions. Experienced in Microsoft 365, Exchange Online, CRM platforms, incident management, SLA-driven environments, and cross-functional collaboration. Strong background in troubleshooting complex technical issues while coordinating with engineering, customer success, and operations teams to deliver high-quality business outcomes.

Recognized for analytical thinking, ownership, adaptability, and the ability to quickly learn new technologies. Passionate about continuous improvement, operational excellence, AI-assisted productivity, and leveraging technology to optimize processes and customer experience.

Technical Specialist – Microsoft Exchange Online at Concentrix (Microsoft Enterprise ) (2025-04 – Present)

• Managed enterprise-level Microsoft Exchange Online cases while ensuring SLA compliance in high-volume cloud environments.
• Resolved complex cloud infrastructure incidents by performing root cause analysis, coordinating with engineering teams, and ensuring restoration of business-critical email services.
• Collaborated with Incident Managers, Customer Success Account Managers, and Tier 2/3 engineers to accelerate case resolution.
• Investigated and resolved issues involving mail flow, mailbox configuration, permissions, email connectivity, and Microsoft 365 services.
• Delivered professional customer communications in English for technical and executive audiences.
• Maintained accurate technical documentation and case ownership throughout the incident lifecycle.
• Consistently achieved quality metrics including SLA, CSAT, documentation quality, and operational performance.
• Utilized Microsoft 365 Admin Center and Exchange Admin Center for diagnostics and service configuration.

Technical Representative at IBEX – Toast POS Campaign (2023-06 – 2025-02)

• Delivered bilingual technical for restaurant Point-of-Sale systems across the United States.
• Diagnosed hardware, software, networking, and payment processing issues in a high-volume environment.
• Managed customer cases using Salesforce CRM while ensuring accurate documentation and timely follow-up.
• Supported backend applications and collaborated with multiple teams to resolve technical issues.
• Balanced technical responsibilities with customer satisfaction and sales objectives consistently.

Customer Service Representative at Sitel-Foundever – MoneyGram Campaign (2022-07 – 2023-03)

• Delivered bilingual in a fast-paced financial services environment.
• Assisted customers with account verification, international money transfers, and issue resolution.
• Maintained compliance with quality standards, financial regulations, and documentation requirements.
• Utilized Salesforce CRM for customer interaction management and case documentation.

High School Diploma in Bachiller en Ciencias y Letras – Colegio Diocesano La Salle, Jinotega, Nicaragua (2016)