Julio Cesar Domínguez Peña
Verified Expert in Support and Operations
Support & Operations Expert
Heredia, Heredia Province, Costa Rica
Toptal member since February 11, 2026
Julio is a customer support professional with extensive experience in fast-paced, remote environments. In his current tier 2 role at Foundever, he manages escalated billing, transaction, and technical cases, ensuring high quality and accuracy. He excels at simplifying complex technical topics and maintaining a positive customer experience under pressure. Julio is a detail-oriented problem solver focused on long-term growth in customer success.
Expertise
- Customer Support
- Escalation Management
- Hardware
- IT Support
- Networking Fundamentals
- Networking Support
- Support Operations
- Troubleshooting
Work Experience
Cash App Chats Advocate T1/Risk Tier 2
Foundever
- Delivered timely and efficient technical support through Cash App’s chat service.
- Diagnosed and resolved customer issues while ensuring a professional and empathetic approach. Demonstrated strong written communication skills to provide clear and accurate solutions.
- Collaborated with internal teams to escalate and resolve complex technical problems.
Cash App Chats Advocate T1/RISK
Foundever
- Handled 60+ customer interactions daily, delivering efficient technical support with high customer satisfaction scores (CSAT consistently above 90%).
- Applied risk analysis protocols to detect and prevent fraudulent activity, contributing to improved platform security.
- Managed sensitive financial-related cases with strict adherence to compliance and privacy standards.
Tier 2 SME Visible by Verizon
Foundever
- Resolved over 50+ complex technical incidents weekly, reducing escalation rates by 30% through advanced troubleshooting and root cause analysis.
- Led training sessions for 10+ Tier 1 agents, improving first-contact resolution by 25%.
- Collaborated with Tier 3 engineers to diagnose and resolve critical outages, minimizing downtime and restoring services within SLA targets.
- Developed and implemented standard operating procedures (SOPs) that improved troubleshooting efficiency and reduced average handling time by 20%.
- Analyzed recurring technical issues and implemented preventive solutions, decreasing repeat incidents by 15%.
Tier 2 SME Visible by Verizon
Foundever
- Provided advanced technical support and acted as a point of escalation for complex issues. Led training sessions on advanced troubleshooting techniques for tier 1 technicians.
- Collaborated with tier 3 engineers to resolve system-wide outages and critical incidents.
- Developed and implemented standard operating procedures for resolving technical issues.
Education
Certificate in Computer Networking (Cisco Certified Network Associate)
Foundever Tech Academy - Heredia, San Francisco, Costa Rica
Certificate in Computer Science
Technical Sykes Academy - Heredia, San Francisco, Costa Rica
Technical Degree in Computer Science
Calixto García Technical Institute - Holguin, Cuba
Certifications
Cisco Certified Network Associate (CCNA)
Cisco Systems, Inc.
Skills
Tools
Jira, Slack, Google Meet
Product Support
Troubleshooting
Collaboration Tools
Zoom
Communication
Networking Support
CRM & Sales Tools
Salesforce
Customer Support
Escalation Management
Other
Networking Fundamentals, Google Workspace, IT Support, Hardware, Customer Support, Support Operations, Linux, Technical Support, Finance, Fintech
How to Work with Toptal
Toptal matches you directly with global industry experts from our network in hours—not weeks or months.
Share your needs
Choose your talent
Start your risk-free talent trial
Top talent is in high demand.
Start hiring