Adolfo R.

Experience

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  HP

  Mar 2011 - Aug 2014

  Network Operations Center Technician

  • Part of a Network Operations Center supporting Bank of America's network infrastructure.• Responsible of the Break & Fix Change Management process, closely tied to Incident Management.• Focused on restoring impacted services and/or network components as soon as possible, in a fast-paced environment.• In charge of coordinating emergency change activities with several teams from Hewlett-Packard and Bank of America -including affected Bank LOBs, onsite POCs, third party vendors (for hardware delivery and/or technicians dispatch), and any other support team involved.• Required to attend CAB meeting conferences with Bank of America network experts and executives to get the corresponding approvals for each change activity.• Responsible for each Change Record life-cycle from its creation until its final implementation and closure.• Worked as a Quality Specialist supporting different queues of standard non-emergency change records from other implementation teams. Show less

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  Hewlett Packard Enterprise

  Aug 2014 - May 2016

  Network Change Manager

  • Part of a data center Project Implementation team supporting Procter & Gamble's network infrastructure.• Responsible of the Change Management process, closely tied to Project Management.• In charge of coordinating change activities according to the Project Manager's and engineering staff specifications.• Change activities would be larger implementation works like equipment upgrades, software configuration changes and full data center migrations.• Owner and organizer of internal CAB and TAB meeting conferences, reviewing and providing first level approvals for planned implementations from the project team.• Quality reviewer of technical documentation, including iPlans, SOPs, templates and network diagrams.• Required to attend additional CAB meetings and implementation bridge lines with Proctor & Gamble's stakeholders, third party vendors and internal data center support teams. Show less

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  E2E Technology Solutions

  May 2016 - Mar 2018

  Network Technical Solutions Architect

  • Part of AT&T's pre-sales team, responsible of creating and designing network solutions for medium to large companies in Latin America, including Brazil.• Focused on delivering, and ultimately selling, high quality solutions, looking to fulfill the customer's requests and implementation requirements within the established SLAs.• In charge of arranging technical meetings between the customer, the Implementation Delivery team, and every other involved party, to review the implementation's scope and technical elements.• Responsible to coordinate and get agreements from AT&T's procurement team, AT&T sales, and the customer about the proposal's final details like equipment purchases and related bills of materials, labor hours needed, budget and monthly recurring charges, and contract duration.• Responsible of elaborating the solution’s proposal documentation based on all agreed requirements, and delivering it to the sales team.• Bilingual position, providing support in Spanish and Portuguese. Show less

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  Hulu

  Sept 2018 - Jan 2022

  Resolution Specialist

  • Tier 3 customer technical support at Hulu's Viewer Experience Center.• Provided support via internal chat to tier 1 and tier 2 agents working different issues affecting Hulu customers, including account and billing concerns, general Hulu questions like plans and offers, fraud and scam reports, technical issues, live TV, on-demand content, and customer escalation requests.• Required to report and facilitate information from isolated customer reports and trends noticed to different internal teams like excess taxes, account analysis cases, incorrect captions and art, press site and help site errors, in addition to internal knowledge base feedback, and internal tools bugs.• Assisted escalated customer contacts directly via phone and chat support, taking over from tier 1 support.• Provided feedback when found coaching opportunities for tier 1 and 2 agents not following correct workflows.• Responsible of providing technical support and troubleshooting of customer facing network-related issues, routers, modems, mobile connections, VPNs, the Hulu web-based service on desktop and laptop computers, Hulu's mobile app on iOS and Android, in addition to TV-connected devices like smart TVs, digital streaming devices and gaming consoles.• Part of Hulu's Privacy team, dedicated to support escalated privacy cases.• Part of Hulu's Partner Support team, supporting issues from Hulu's different partners including Roku, HBO, Starz and SheerID. Show less

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  Disney Streaming

  Jan 2022 - Jul 2022

  Team Lead | Senior Resolution Specialist

  • Mentor and supervise Disney Streaming's Resolution Specialist team members, providing feedback and coaching when needed.• In charge of the Incident Management process for all Disney Streaming's products: Disney+, ESPN+, Star+ and Hulu. Filing incident tickets and Known Issues, and escalating them accordingly to the appropriate parties.• Resolution Specialist Point of Contact for several teams within the organization around the world, including the Command Center and Workforce Management team, Network Operations, Broadcast Operations, the social media team, and Viewer Experience's tier 1 and tier 2 support across all Disney Streaming's brands, keeping all the organization informed about ongoing issues and/or trends and maintaining a straight-line communication between all parties.• Known Issues triage and management, tracking resolution progress for higher contact issues and closing the resolved ones.• In charge of attending Disney+ content and product launches war rooms and bridge line meetings as representation from the Viewer Experience organization.• Responsible of updating customer facing messaging from the Help Center and IVA across all products, in line with any relevant events, like high call/chat volumes, content launches, promotions, sporting events, and outages/technical difficulties.• Team Lead of the Resolution Specialist Spanish team, a dedicated Hulu team providing technical support in the Spanish language.• Queue Manager and Team Lead of the Resolution Specialist Partner Support team, supporting escalated issues from Hulu's partners including Roku, HBO and Spotify.• Backup of Hulu's Broadcast Operations Center for BCP purposes.• Required to maintain the Resolution Specialist team's internal documentation up to date, including wiki pages, training and on-boarding, Spanish team specific documents, Focus Teams scheduling, and Partner Support case tracker and response templates. Show less

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  VMware

  Nov 2022 - Mar 2024

  Virtualization Technical Support Engineer

  • Responsible for providing interactive technical support and resolve customer's issues in a break/fix model for VMware's vSphere platform, addressing inquiries and troubleshooting issues related to networking, virtualization, and data center technologies.• Perform advanced analysis and troubleshooting to diagnose network and sysops related issues impacting different vSphere components like vCenter Server, ESXi hosts, vSwitches and Virtual Machines, ensuring timely resolution, minimal downtime and a high level of customer satisfaction.• Review log bundles from different vSphere components looking for root causes and/or areas of improvement, as part of the incident resolution process.• Assist in technical inquiries for vSphere environments like installations, configuration reviews, optimizations, and upgrade projects, offering guidance, orientation and recommendations.• Collaborate with the product development and engineering teams to identify and report known issues and bugs, contributing to product improvement.• Develop and maintain detailed documentation of technical issues and resolutions for knowledge base and training purposes.• Participate in on-call rotations to provide outside business hours support for critical issues.• Support provided in three languages: English, Spanish and Portuguese, for the entire Latam region. Show less

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  IBM

  Mar 2024 - Oct 2024

  Software Support Engineer

  • Provide remote technical support assistance to IBM WebSphere MQ users in several different platforms like Red Hat, Ubuntu, AIX and Windows.• Troubleshoot technical issues (networking, web apps, operating system, file system, security and user management, among others) in IBM MQ middleware in enterprise environments.• Perform log analysis and application tracing to detect errors, malfunctions and potential bugs in IBM MQ deployments to drive problem resolution.• Communicate action plans and recommendations to customers and ensure their satisfaction with the resolution or root cause analysis.• Examine source code and provide feedback to the development team for product improvement.• Produce knowledge base articles to facilitate customers to resolve issues without further escalation.• Work as part of a worldwide team responsible for diagnosing and troubleshooting software problems providing support for enterprise customers in the Americas region in English and Spanish. Show less

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  Kaiser Permanente

  Oct 2024 - now

  Application Platform Engineer