Sebastián Vélez Forero

Experience

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  SYKES Costa Rica

  Jan 2008 - Mar 2016

  • Worked at the Cisco Technical Assistance Center, within the VPN and security department, providing support with the latest features and new appliances. • Backlog management composed of multiple cases with different severities.• Active member of the Tech Zone support site where there are users cooperating on highly technical issues.• Provided support to the Cisco ASAs NGFW, IDS, and IPS modules and appliances • Provided solution on issues related to NAT, Multiple context, ACLs, ZBF, MPF. • IPSec IKEv1 and IKEv2 Site to Site VPN tunnels, DMVPN, GRE, GRE over IPSEC, AnyConnect, • WebVPN, VPN IPSec Client, PPTP on Router, L2TP on ASAs, ISR, and ASR routers.• Authentication protocols such as LDAP, Radius, TACACS+, SDI, Token, certificate authentication, SSL Certificates. • Case reviews for other engineers. Show less

  • Cisco TAC VPN Engineer

    Jan 2009 - Mar 2016

  • Motorola Technical Support Agent

    Jan 2008 - Dec 2008
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  Fiserv

  Mar 2016 - Jul 2017

  Network Operations Engineer

  • Organized and prioritized multiple work assignments in a fast-paced, changing environment is also necessary.• Pay close attention to detail.• Managed and resolve assigned incident tickets.• Supported customer incident management bridges and calls.• Supported Major Incident Management and fault resolution.• Supported Problem Management and root cause analysis.• Production and update of service documentation.• Intermediate networking skills including troubleshooting network problems, traffic monitoring, PC connectivity and debugging, virus/spyware removal, DNS, DHCP, networked printers, file shares, and some familiarity and experience using Cisco hardware.• Knowledge of telecommunications technology and/or previous telecommunications or Internet.• Strong self-motivational skills as well as possess administration, coordination, and prioritization abilities. Show less

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  Sungard Availability Services

  Aug 2017 - Jan 2020

  Senior Network Engineer

  • Troubleshoot complex production impacting network issues involving multiple technologies and provide solutions to restore services in given SLAs.• Worked with internal teams and vendors to resolve customer reported issues. Provided workarounds whenever possible.• Independently handled simple to complex difficulty level issues along with customers, vendors, and other internal teams over conference calls.• Collaborated and communicated with internal/external teams until an event is closed.• Owned and drove the customer experience throughout the lifecycle of the Incident to resolution.• Planed and executed changes to support customer and internal network environment.• Worked with the Problem Management team to identify potential issues within the environment and provide a fix.• Worked on recurring issues to provide permanent solutions.• Performed Root Cause Analysis for Critical issues and apply recommended fixes, wherever needed.• Performed analysis of all service impacting issues to determine the root cause.• Supported scheduled customer DR tests on Recover to Cloud environment.• Participated in working on technical projects, in addition to working day to day tasks. Show less

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  Palo Alto Networks

  Jan 2020 - Aug 2022

  Network Security Engineer II

  • Deliver support to all Palo Alto firewalls platforms and their network security control center Panorama.• Research, troubleshoot, and provide solutions to 2nd tier and escalated technical support cases generated from our call centers.• Ask customers targeted questions to properly and quickly diagnose problems and provide solutions.• Create knowledge base to log common issues and solutions for future reference.• Prioritize and manage several open issues at one time.• Follow thru on all cases from start to finish.• Follow proper procedure to escalate unresolved issues to appropriate internal teams such as Product Management, factory QA or factory technical support.• Other duties required for the overall efficiency of the Technical Solutions Department.• Provide training and coaching to members of internal teams. Show less

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  Amazon Web Services (AWS)

  Aug 2022 - Aug 2024

  Technical Account Manager

  • Develop Strategic Support Plans based on client goals, leveraging company services to achieve targeted business outcomes.• Build solutions, provide technical guidance, and advocate for the customers.• Ensure AWS environments remain operationally healthy whilst reducing cost and complexity.• Develop trusting relationships with customers, understanding their business needs and technical challenges.• Drive technical discussions regarding incidents, trade-offs, and risk management through my technical acumen and customer obsession.• Consult with a range of partners from developers to C-suite executives.• Collaborate with AWS Solutions Architects, Business Developers, Professional Services Consultants, and Sales Account Managers.• Proactively find opportunities for customers to gain additional value from AWS through bias for action.• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning.• Solve a variety of problems across different customers as they migrate their workloads to the cloud.• Uplift customer capabilities by running workshops and training sessions. Show less

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  Noname Security

  Nov 2023 - Aug 2024

  Customer Engagement Manager

  • Familiarize with customer’s environments, requirements, and milestones to help drive value.• Build and maintain strong professional relationships with decision-makers.• Own the technical relationship with customers from onboarding through renewal.• Communicate highly technical concepts enthusiastically to a variety of audiences, including executive-level technical decision-makers, and follow up with technical staff in all areas.• Explain features and benefits to customers.• Provide customer feedback to product management on feature enhancement requests, escalations, and product bugs to support teams and other relevant teams as needed.• Provide updates to customers on requested features, bug fixes, and product roadmaps.• Adapt to complex, changing business environments to deliver valuable solutions to enterprise customers. Show less

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  Akamai Technologies

  Aug 2024 - now

  Senior Technical Project Manager

  • Led deployment of Akamai Noname API Security, collaborating with sales, engineering, and R&D to enhance customer API security.• Work independently or lead small technical teams with Akamai enterprise customers to evaluate their web security architecture and deliver the appropriate integration solution.• Work closely with customers and pre-sales teams to manage and implement customer trials, propose technically feasible solutions, and set accurate expectations on effort and timelines for integration.• Establish success criteria and act as the single point of contact for the customer for all technical issues and project deliverables.• Work closely with Account Management, Sales professionals, engineering, product development, and Customer Care to resolve issues that arise during customer trials, integrations, or production escalations.• Track and document the status and time spent on customer integrations.• Participate in internal projects that help scale the group, implement best practices, and improve the methodology and quality of integrations. Show less