Juan Pablo Montoya

PaaS Technical and Cloud Sales Advisor

Microsoft

Jan 2021 - Current (4 years 1 month)

Led the Azure Redis Enterprise release during 2020. This partnership represented the first native integration between the Redis Labs enterprise product and a major cloud platform (Azure). Driving customer escalations and Redis high-complex technical issues towards resolution by assessing multi layer cloud infrastructures, debugging monolithic and containerized applications, collecting, and analyzing network traces. Restoring customer's confidence in Azure Redis product by creating actionable work items and collaborating with Engineering Groups to improve customer experience. Contributed to develop automation techniques and diagnostic tools to improve cross-group effectiveness Implementing end-to-end readiness programs (e.g., mentoring, lead

Cultural Ambassador

Microsoft CSS

Feb 2019 - Current (6 years)

A community of employees enabled by seeking every opportunity to

Azure PaaS and Cloud Sales Engineer

Microsoft

Nov 2018 - Dec 2020 (2 years 2 months)

Troubleshooting Azure Redis connectivity-related, performance degradation issues by identifying data loss scenarios (key expiration, key eviction), gaps in Redis configuration, generating memory dumps and debugging applications based on different Redis clients (StackExchange.Redis, Lettuce, Redisson, Jedis, etc.). Developed Redis application demos in multiple programming languages to instruct customers in the use of Redis best practices for resiliency, memory management, connection management and application overall performance. Performed troubleshooting for customer complex Redis scenarios by analyzing patterns of problems and identifying workflows to optimize support engineering delivery. Managed conflict situations that may involve techn

IT Support Specialist

Intel Corporation

Apr 2016 - Apr 2018 (2 years 1 month)

Team's top performer on ticket volume and quality of support during 2016-2018. More than 2k incidents without escalations, reaching resolution rate of 90% with a 94.41% of customer satisfaction. Acted as team contact in the merging of a major company (Altera). The successful migration of 3000 users was obtained. Reduced 30% of escalations during 2017, acting as Incident manager. Reduced ticket's resolution time by 15% during the second half of 2017 by meeting with engineers, implementing best practices. Technical support via chat, phone and email for ~10k users of Office 365 applications. Automation of registry key set/delete operations through batch, VBA scripting. The reports involved required high level of scrutiny and data engineering.

Network Support Engineer

Cisco Systems

Jan 2014 - Mar 2016 (2 years 3 months)

Technical support for critical incidents on network monitoring systems deployed for users worldwide. Installation, configuration and maintenance of Cisco LMS and Prime Infrastructure installed on Windows, Linux, virtual servers. Establish remote sessions for Cisco IOS configuration of network protocols as SNMP, SSH, IP SLA in platform switches and routers. Engagement with Cisco developers and cross-discipline teams to find the root cause of software bugs after analysis of software logs and network captures. Trained 6 support engineers. It significantly accelerated their learning curve and business adaptation time in 15%. Reached 120 surveys with the highest rating demonstrating customer satisfaction and improvement in quality of service. cr

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Software Development Technician

Don Bosco Technical High School

Jan 2011 - Dec 2013 (3 years)

Juan Pablo Montoya

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Juan's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.