Luis Gomez

Systems Engineer with experience in BPO, networking, Microsoft 365, and Microsoft Teams support environments. Skilled in high-urgency technical support, customer-facing troubleshooting, escalation management, technical coaching, product training, and Microsoft Teams adoption. Experienced with Microsoft Teams, Teams Voice, Direct Routing, VoIP, SIP flow analysis, Cisco networking, routing, switching, wireless, VPN, and cloud-based collaboration solutions.

Microsoft Teams Customer Engineer at Concentrix Nicaragua (2026-02 – Present)

• Serve as a Microsoft Teams Cloud Solution Architect delivery partner supporting customer advisory, technical blocker resolution, training, and adoption initiatives.
• Support a Premier customer by helping maximize the value, adoption, and performance of Microsoft Teams through technical guidance and issue resolution.

Team Leader - Operations at Concentrix Nicaragua (2025-02 – 2026-02)

• Oversee a team of support engineers assisting Microsoft 365 customers while maintaining customer satisfaction and key performance indicators.
• Conduct coaching sessions using the GROW methodology to improve customer experience quality, address skill and knowledge gaps, and support individualized growth plans.
• Promote engineer autonomy and accountability through structured feedback, coaching, and development planning.

Subject Matter Expert (SME) - Microsoft Teams at Concentrix Nicaragua (2020-05 – 2025-02)

• Acted as an escalation engineer providing advanced technical guidance to frontline support engineers to drive timely and effective ticket resolution.
• Designed and delivered Microsoft Teams product training and best-practice guidance for newly onboarded engineers and existing staff.
• Served as a technical escalation lead, engaging directly with customers to accelerate case resolution and improve the overall customer experience.
• Performed VoIP and SIP flow analysis for Microsoft Teams Direct Routing implementations.

Level 2 - Escalation Engineer at Concentrix Nicaragua (2015-11 – 2020-05)

• Configured and troubleshot routing, switching, wireless, VoIP, and VPN solutions using Cisco technologies.
• Identified and resolved customer network issues with minimal impact to customer operations.
• Supported network design and topology optimization initiatives.

System Engineering – Universidad Centroamericana UCA (2006-01 – 2011-01)