Esteban Gonzalez

I’m a strategic Support Manager with 9+ years leading high-performing teams in enterprise technology delivery. I guide engineers with situational coaching, helping them grow their careers while maintaining a culture of collaboration and accountability.

In my most recent role, I delivered service improvements that increased headcount by 50% while sustaining outstanding team performance. I led a team of 25+ Azure support engineers across calls, email, and chat, and I implemented improvement plans that reduced case resolution times by 20% and increased closure rates by 25%.

Operational excellence is central to how I work: I facilitate stakeholder reviews with clients using KPI dashboards, run root cause analysis, and define corrective action plans to improve service outcomes. I also navigate challenging technical client discussions to reach healthy resolutions and stronger long-term relationships.

I’ve built process maturity through ITIL/QMS-focused governance, including introducing a Quality Audit process that reduced missed SLAs by 40%. Across customer service and technical leadership roles, I’ve driven measurable results—reducing Average Handle Time by 30%, improving survey response rates by 38%, and cutting incident handle time by 35% through metric-driven training and contests.