Alex Sanchez

Experience

• 

  Sykes

  Nov 2008 - Jan 2014

  Cisco TAC CSE, RP team

  • Working with the Routing Protocols team, by handling technologies such as QoS, Multicast and all the Routing Protocols. Assisting team with escalations and handling sensitive customers.• Assist team with inquiries and provide them with required training or information.

• 

  Cisco

  Jan 2014 - Oct 2024

  Lead the support of critical issues from Cisco direct customers acting as a technical focal point for network problem resolution. Performs analysis, diagnostic and provide recommendation for highly complex networking problems. Provide Root Cause Analysis and/or Software Version Referral as needed, plus quarterly Technical Trend Analysis and other deliverables related to this role. Build simulated networks in test labs to resolve highly complex failures. Successfully manage customer technical relationship. Support service delivery on accounts under his/her responsibility.Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.When necessary attend customer calls to provide technical perspective of pending critical issues and to discuss/drive next technical priorities. Interacts and works closely with others in a team environment to achieve common goals. Show less Lead the support of critical issues from Cisco direct customers acting as a technical focal point for network problem resolution. Performs analysis, diagnostic and provide recommendation for highly complex networking problems. Provide Root Cause Analysis and/or Software Version Referral as needed, plus quarterly Technical Trend Analysis and other deliverables related to this role. Build simulated networks in test labs to resolve highly complex failures. Successfully manage customer technical relationship. Support service delivery on accounts under his/her responsibility.Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.When necessary attend customer calls to provide technical perspective of pending critical issues and to discuss/drive next technical priorities. Interacts and works closely with others in a team environment to achieve common goals. Show less

  • High Touch Engineer

    Jan 2020 - Oct 2024

  • High Touch Engineer

    Jan 2016 - Jan 2020

  • Customer Support Engineer HTTS

    Jan 2014 - Jan 2016