María Fernanda Lizano Rojas

Customer Success Implementation Specialist

KnowBe4

Jan 2026 - Current (7 months)

• Led end-to-end onboarding and implementation of KnowBe4’s security awareness platform for global clients, ensuring seamless integration with existing IT and compliance frameworks. • Partnered with customers to define requirements, configure solutions, and deliver tailored training programs that improve phishing resilience and compliance readiness. • Coordinated technical setup including SSO, API integrations, and user provisioning, troubleshooting complex issues to guarantee successful deployment. • Built strong customer relationships by providing proactive guidance, documentation, and best practices, driving adoption and long-term satisfaction.

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Senior Product Support Specialist

DoiT International

Apr 2025 - Nov 2025 (8 months)

• Managed onboarding and long-term success for enterprise clients by resolving complex technical and billing issues across AWS and GCP platforms. • Translated business requirements into scalable technical solutions, ensuring seamless product adoption and platform configuration. • Facilitated onboarding sessions and stakeholder meetings, capturing key decisions and driving alignment between technical and business teams. • Contributed to cross-functional learning and collaboration programs, enhancing team performance and client engagement. • Led documentation and knowledge base initiatives to streamline internal workflows and empower client self-service.

Senior Technical Support Engineer

Dell Technologies

Oct 2023 - Aug 2024 (11 months)

• Delivered high-impact technical support and incident resolution for global clients, ensuring SLA adherence and customer satisfaction. • Collaborated closely with internal teams to understand, document, and resolve technical challenges, ensuring clear and effective communication throughout the process. • Proactively engaged in technical support, troubleshooting, and incident management to enhance customer experience and support long-term customer retention and success. • Supported onboarding and knowledge transfer for new team members, contributing to team scalability.

Technical Enterprise Customer Service Specialist

Amazon Web Services (AWS)

Jan 2022 - May 2023 (1 year 5 months)

• Engaged with complex Enterprise-level customers to deliver expert-level training and support. • Provided in-depth escalation management and comprehensive billing and cost optimization analysis, acting as a Subject Matter Expert (SME). • Addressed critical billing and account issues, focusing on scalable, long-term solutions to support customers' financial success in their cloud journey. • Facilitated cross-functional stakeholder meetings with AWS Enterprise teams, including collaboration with Technical Account Managers, Sales teams, and Solution Architects to ensure a cohesive and aligned customer strategy.

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Delivery Coordinator Specialist and LMS Administrator

Tech Mahindra Allyis

Jan 2020 - Oct 2021 (1 year 10 months)

• Oversaw training program execution and logistics for enterprise clients, ensuring timely delivery and stakeholder coordination. • Managed participant registration, proactively identifying and addressing low enrollment. • Generated and deliver comprehensive reports on registration and training delivery status. • Collaborated closely with Scheduling and Operations teams to ensure seamless coordination. • Facilitated logistical arrangements for training sessions by interfacing customer points of contact (POC) and Operations teams, ensuring smooth execution and customer satisfaction.

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Resolution and Training Specialist

Amazon Inc

Oct 2013 - Dec 2019 (6 years 3 months)

• Trained and develop new hire employees both onsite in Costa Rica and virtually for Romanian staff, ensuring seamless onboarding and skill acquisition. • Implemented performance management strategies, including improvement plans and coaching, to drive continuous employee development. • Conducted real-time analysis of operational metrics and addressing Human Resources matters. • Designed and developed comprehensive training materials using Articulate360 and PowerPoint to enhance learning outcomes. Review and assess emails and tickets across various departments to ensure service quality. • Handled complex customer escalations, including account changes, charge inquiries, and fraud support. Serve as a Resolution Specialist for all sites withi

María Fernanda Lizano Rojas

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