Roy Castro Chacon

ROY CASTRO CHACÓN Madrid - Spain · --· LinkedIn Profile · With over ten years of experience as a capable technical leader and team manager, I am dedicated to delivering exceptional services to my clients. My passion lies in identifying areas for growth and devising and implementing strategies to improve processes while overseeing diverse product lines for different organizations. Recently, I honed my skills working for the largest and most intricate technology company globally, specializing in the development and implementation of account management systems, virtualization, authentication services, identity management, and role-based access control for Fortune 500 firms. EXPERIENCE 2018 – 2023 RELATIONSHIP MANAGER, MICROSOFT • • • • • • Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need for escalation is addressed Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission-critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours Identifying systemic issues and flagging process breakdown during the execution of the CritSit Catastrophes management Member of Homegrown Project to provide operational insights and identify improvement opportunities to reduce the number of Homegrown CritSits Member of IPM Leadership Team created to standardize and align processes from LATAM, EMEA and APAC. 2017 – 2018 INCIDENT MANAGER, BRILLIO LLC • • • Ongoing oversight of reactive cases Regular case reviews of reactive cases owned by internal support organizations to assess health and status Partnership on high-risk escalations and to gather/analyze information as needed to support the customer Situation awareness & tracking Proactive risk mitigation administrative casework Driving cases to a healthy state Communication with internal Microsoft resources for case updates and action requests Participate in and prepare content for regular customer meetings Case Trending (People, Process, and Technology) Identify the root cause of reactive support incidents and categorize in line with ITIL methodology. Additionally performed internal IT support and back up of the IT department. 2016 – 2017 FRAUD ANALYST, AMAZON • • • Investigate suspicious buyer activity and behavior that could pose a risk to Amazon, buyers, or merchants. Communicate via email and telephone with buyers plus other external and internal customers to make informed decisions about risk. Participate in other special projects/assignments, as necessary CERTIFICATIONS • • • • • • • Azure Artificial Intelligence (AI-900) - 2023 Databricks Lakehouse – 2023 Microsoft 365 Fundamentals (MS-900) – 2023 Accessibility in Action – 2022 Sustantibility in Action – December 2022 Security, Compliance and Identity fundamentals – December 2022 Azure Fundamentals (AZ-900) – December 2022 TECHNICAL SKILLS • • • • • • • • • • Community Management Design Strategy Web Analytics Account Planning Lean Change Management 2 Content Curation & Coolhunting Social Media B2B IoT Industry Solutions AI and Machine Learning E-Commerce