Daniel Soto Solórzano

Production Support Engineer · Costa Rica

• Built and operate an internal AI agent platform for production incident triage and root-cause analysis.
• Work production incidents and releases every day: query and fix data in SQL Server and Oracle. No two days look alike.
• Develop MCP server integrations that connect the agents to the team’s tools, with human approval on every change.

Customer Service Representative → Customer Advocacy Coach · Heredia, Costa Rica

• Escalation point for call-center agents on a financial-services account as temporary Customer Advocacy Coach (Feb - Apr 2026).
• Analyzed account and system issues to find data inconsistencies and root causes, and documented resolutions following KCS practices.

Student Intern · Alajuela, Costa Rica

• Automated processes with PowerShell for GPOs in Active Directory.
• Implemented automation scripts using PowerShell to optimize operations on VMware, Azure, and Nutanix virtual machines, contributing to increased workflow automation.