Open to opportunities

Andy Alfaro Gonzalez

@andyalfarogonzalez

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IT Support and technical operations professional delivering secure, compliant end-to-end support across.

Costa Rica

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What I'm looking for

I’m looking for a team where I can deliver reliable IT support in a security-focused, compliance-driven environment, collaborate across technical groups, and keep improving through structured troubleshooting, QA, and training to grow my impact.

I’m an IT Support and backlog support professional who delivers end-to-end assistance in highly regulated environments. At Boston Scientific, I provide global support across Windows and macOS devices, VPN and network connectivity, enterprise applications, and access management—while ensuring SLA compliance, operational continuity, and strict adherence to security policies.

I’m known for incident and backlog management, access control, escalation handling, and quality assurance. I review tickets, monitor escalations, and coordinate with Security, Network, and Operations teams to drive seamless resolutions, using clear communication and structured troubleshooting to support users consistently.

My technical background includes supporting Microsoft employees with device access issues, Azure AD join, local domain join, password resets, and multi-factor authentication (MFA) recovery. I also bring project coordination experience from HPE (overnight installation monitoring and escalation management) and a strong customer-care foundation from QA, intake, billing, and basic tech support roles—bringing empathy, patience, and attention to detail into every interaction.

Experience

Work history, roles, and key accomplishments

Current

IT Support Agent

Current

Boston Scientific

Feb 2023 - Present (3 years 4 months)

Provided end-to-end global IT support for Windows and macOS devices, VPN, network connectivity, enterprise applications, and access management. Managed incidents and backlogs, handled escalations, and supported agent training/onboarding to maintain SLA compliance and security policy adherence.

Windows Support MacOS Support VPN Troubleshooting Incident Management Backlog Management Access Control Escalation Handling

Dialer and QA Agent

Grupo Danaje (HQC)

Jun 2021 - Jan 2022 (7 months)

Evaluated recorded calls and closed accounts to ensure compliant disclosures and accurate handling during sensitive collections scenarios. Supported lead-generation intake for U.S. law firms by creating and qualifying leads across multiple legal categories and routing cases appropriately.

Lead Qualification Intake Routing Legal Scenario Handling Customer Empathy Call Center Operations

Technical Support Agent

DXC Technology

Jul 2020 - Apr 2021 (9 months)

Provided remote technical support to internal Microsoft employees, resolving device access and account-related issues. Supported Azure AD join, local domain join, password resets, and MFA access/recovery while diagnosing authentication problems with approved remote tools.

Remote Technical Support Azure AD Local Domain Join Password Resets MFA

Project Coordinator

Hewlett Packard Enterprise

Jul 2019 - Jun 2020 (11 months)

Coordinated routing of new orders and served as a project coordinator for an HPE–Bank of America installation engagement. Monitored overnight installation activities, managed escalations across IT teams, and validated post-installation documentation and photo evidence against client specifications.

Project Coordination Escalation Management Validation Client Specification Checks

Billing Agent & Tech Support

CSS Corp

Aug 2018 - Apr 2019 (8 months)

Handled billing inquiries, payment issues, account updates, and subscription management while ensuring accuracy and policy compliance for a large customer base. Provided basic technical support for MagicJack devices, guiding users through connectivity and setup troubleshooting to resolve issues efficiently.

Billing Support Payment Issue Troubleshooting Account Updates Subscription Management MagicJack Troubleshooting Connectivity Diagnostics Customer Service

Intake Agent / Coordinator

Costa Rica's Call Center

Apr 2017 - Apr 2018 (1 year)

Provided legal intake and coordinated case handling for a California-based law firm focused on labor and employment matters. Managed daily operations and served as primary client point of contact while creating and qualifying leads for prospective clients.

Legal Intake Case Coordination Client Communication Lead Generation Lead Qualification Customer Support Leadership

Dialer and QA Agent

Grupo Danaje (HQC)

Oct 2015 - Dec 2016 (1 year 2 months)

Performed QA reviews for retail and credit accounts, including call recording evaluation to ensure compliance with company policies and regulatory standards. Provided feedback to agents and supported dialing services to confirm medical supply sale details and verify orders with consumers and medical offices.

Call QA Review Compliance Monitoring Regulatory Outbound Collections Support Medical Order Verification