Solorzano Stepha

Coordinated communication between Microsoft engineers, CSAMs, and enterprise customers during high-priority incidents. Facilitated cross-functional collaboration to drive incident resolution and maintain service management alignment in a multilingual environment.

Created training manuals and standardized production process documentation to support repeatable quality workflows. Reviewed production files and coordinated with overseas distributors for international store launch support.

Developed and maintained automated internal rules to filter unsafe or restricted products from search results and marketplace listings. Monitored rule accuracy and compliance, investigating false positives/negatives and refining rule logic based on search-quality outcomes.

Transcribed, annotated, and validated high volumes of multilingual audio data for AI model quality. Maintained linguistic and contextual consistency while balancing speed, accuracy, and quality review standards.

Managed time-sensitive shipment operations for VIP and critical clients during after-hours shifts, initiating processes within strict SLAs. Owned end-to-end operations for 65+ clients by monitoring status, escalating urgent needs, and communicating progress through shift transitions.

Supported independent authors with account setup, metadata management, and digital/print formatting for book launches. Resolved publishing, formatting, payment, and metadata issues, including investigating royalty and payment discrepancies while guiding customers using accurate policy and system information.

Managed user onboarding and access provisioning through Active Directory and internal identity systems to ensure secure, timely access. Supported employees with access/authentication issues and tracked incidents in ticketing systems.

Performed internal network diagnostics and CCNA-level testing to identify router and connectivity issues. Coordinated with third-party service providers in Brazil and maintained accurate issue documentation using multilingual technical communication.

Provided multilingual enterprise IT support focused on access management, authentication, account provisioning, and login/access issue resolution. Documented incidents using ITIL-based service desk processes.

Completed a Portuguese Intensive Course with CEBI in 2013.

Studied International Relations at Universidad Nacional (UNA) starting in 2013; the program was unfinished.

Completed a Computer Skills program/course at Boston University in 2012.

Completed an Advanced English course with INA in 2011.

Earned an Office Suite certification from Instituto Jimenez in 2010.

Completed Bachillerato en Educación Media at Instituto de Alajuela in 2009.