Kevin Armando Muñoz Morales

📞 +505 7822-3559 ✉️ nicakevin@gmail.com 📍 Managua, Nicaragua 🆔 Fusión ID: 400349

Professional Summary

Technical Support Specialist and Subject Matter Expert with 14+ years of experience in customer service, advanced technical support, and Microsoft 365 support environments. Strong background in electronics, computer systems, SharePoint Online, OneDrive, Microsoft Teams, Microsoft Purview, GPO, network trace analysis, and enterprise troubleshooting. Recognized for resolving complex escalations, mentoring peers, supporting team leadership activities, maintaining SLA compliance, and improving customer satisfaction.

Professional Experience

Subject Matter Expert (SME)
Concentrix – Microsoft 365 Support | SharePoint Online & OneDrive Current role within 9 years at Concentrix | Present
  • Deliver bilingual technical support for SharePoint Online and OneDrive across commercial and Premier support environments.
  • Resolve advanced escalations and complex cases involving sync, access, collaboration, governance, and service behavior.
  • Apply knowledge of Group Policy Objects (GPO) to support enterprise configuration scenarios.
  • Use Microsoft Purview knowledge to support compliance, governance, and investigation-related scenarios.
  • Troubleshoot Microsoft Teams integration scenarios involving SharePoint Online and OneDrive.
  • Use Microsoft internal tools, SCOUT, AI-assisted resources, logs, and network trace analysis to diagnose and resolve customer issues.
  • Coordinate customer meetings, follow up on case progress, maintain SLA compliance, and prevent case idleness.
  • Mentor peers, support team collaboration, and contribute to stronger CSAT and QA performance.
  • Assist with team lead responsibilities, case reviews, and operational follow-up when needed.
Technical Support Specialist / Technical Leader / SME
Concentrix – Microsoft Surface Devices Support Part of 9 years at Concentrix
  • Provided frontline and Tier 2 technical support for Microsoft Surface devices.
  • Performed advanced troubleshooting for Windows environments, hardware components, device behavior, and customer-reported issues.
  • Advanced into Technical Leader and SME responsibilities for Surface hardware support.
  • Mentored peers and assisted team leaders in improving case resolution quality and efficiency.
Bilingual Customer Service & Technical Support Representative
SITEL – Nicaragua 2012 – 2017
  • Completed the FLIP-SITEL intensive English language training program.
  • Provided bilingual customer service for Walmart.com through inbound calls and email support.
  • Delivered technical support for Virgin Mobile USA, including device activation, connectivity, and account troubleshooting.
  • Handled Tier 2 escalations for Toys“R”Us, Babies“R”Us, and FAO.com, resolving complex customer cases.
  • Served as mentor and trainer, leading five onboarding classes for new representatives.

Education

Engineering in Computer Science
UNI-RUSB | In Progress
Technical Training in Electronics & Computer Repair
CECNA-INATEC
English – C1 Level
UNI / Cornerstone

Skills & Expertise

SharePoint Online and OneDrive Premier Support
Microsoft 365 troubleshooting and escalation management
Microsoft Teams support and SPO/OD integration
Microsoft Purview compliance and governance knowledge
Group Policy Objects (GPO) enterprise configuration
SCOUT, internal tools, log analysis, and AI troubleshooting
Network trace analysis for connectivity and sync
Windows environments and hardware troubleshooting
SLA monitoring, customer communication, and case ownership
Mentoring, training, team collaboration, and operational support
IT infrastructure, cloud admin, and root cause analysis
Bilingual communication: English and Spanish