Experience

• 

  Jabil

  Jun 2008 - May 2013

  - Local support to the Network infrastructure.- Layer 2 and 3 switches configuration using the following protocols: VLAN, VTP, STP and Trunks.- Configuration of IP phone devices as well as troubleshooting issues related with them, using Call Manager and Cisco Unity (formerly using Nortell PBX).- Wireless LAN controllers, Light Weight and Standalone access points configuration.- Design of Wireless Networks using Wireless Configuration Server.- LAN Network Design on behalf customers connecting them through a DMZ and Firewall configuration.- DHCP scope configurations. Show less

  • Network Engineer

    Oct 2012 - May 2013

  • Network Administrator

    Jun 2011 - Oct 2012

  • Support Engineer

    Jun 2008 - Jun 2011
• 

  Dell

  May 2013 - Feb 2014

  Network design advisor

  - Responsible for monitoring WAN optimizers performance.- Responsible for monitoring WAN/LAN devices performance as well as resolve issues and requests related with network infrastructure.- Monitoring tools such as Solarwinds, Entuity and Voyance.- WAN and LAN configuration devices for new sites.- IP addressing administration tools such as BT Diamond and Infoblox.

• 

  Cisco

  Feb 2014 - Aug 2022

  - Enterprise Routing Global Escalation for Cisco's Technical Support. Help solve complex product and technology problems, connecting Cisco's internal stakeholders, customers, and partners across functions and boundaries to achieve significant results. - Mentoring TAC teams across regions to help them grow in their career inside Cisco TAC, thereby fostering the retention of technical talent within Cisco to contribute to the success of the company. - Work with the Engineering team to identify, develop, implement and test new Serviceability features to improve the troubleshooting and management capabilities of Enterprise products.- Leads the creation and sharing of intellectual property (content, training) including digital intellectual property (e.g. scripts, software assets) to automate support workflows and identify proactively problems encountered in the field.- Responsible for creating documentation that clarifies enterprise product's features and benefits across Cisco's portfolio, including but not limited to SD-WAN, NX-OS and IOS-XE. Show less - SD-WAN ambassador in charge to develop TAC Engineers, by generating labs and training to fullfil customer's expectations who acquired HTTS contract, addressing escalations and reproducing software defects in multiple products across the portfolio for improvement of Cisco's quality products.- Poviding Routing and Switching Technical support (IOS, IOS-XE & NX-OS) to customers around the globe.- Interaction with Catalyst switches and Nexus architecture.- Interaction with Engineering in order to resolve quality and software defects.- Workflow automation through scripting (Python). Show less

  • Enterprise Routing Technical Leader

    Apr 2021 - Aug 2022

  • High Touch Customer Support Engineer - Team Leader

    Oct 2018 - Apr 2021

  • Customer Support Engineer

    Feb 2014 - Oct 2018
• 

  Thousandeyes (part of cisco)

  Aug 2022 - now

  Technical account manager