Bryan Moya Corrales

Experience

• 

  SYKES Costa Rica

  Aug 2017 - Apr 2020

  Technical Support Engineer

  Since July 2019 I've working with the escalation team SJ-DCRS handling all the Nexus platform and including Routing protocols.Tier 3 engineer with knowledge on:• Nexus Data Center specific technologies such as Fabricpath, VPC (Nexus 3k and Nexus 9k), VXLAN, Fex-Fabric and OTV.• Routing protocols such as BGP, EIGRP, OSPF, RIP, GRE tunnels amount others.• Higher level tier cases where additional skills were needed• Currently working with most recent Cisco Nexus devices such as Nexus series 9000 switches and also Nexus 3000 series switches which are handled exclusively by backbone team.Before July, 2019:Senior engineer tier 2.• Platform and architecture knowledge for Cisco Nexus 2000, 5000, 5600, 6000, 7000 series family switches.• Able to perform analysis and diagnosis of highly complex networking problems in the Data Center Environment• Analyse network traces and logs to provide an accurate root cause analysis to the customer.• Expertise in troubleshooting, replicating/reproducing hardware related bugs on Nexus platforms• Experience in troubleshooting Multiple L2 protocols issues and technologies such as STP, VTP, VLANS, QoS, Trunks, VPC, config sync, inter-VLAN routing, HSRP, multicast IGMP, ISSU, TCAM, etc.• Developed technical skills and knowledge, going beyond the basics. Show less

• 

  Movate

  Apr 2020 - Mar 2023

  *Work in a fast-paced, challenging environment with global customers and as an escalation point for other TAC groups within the organization.*Provide quick responses to keep the customer's environment secure.*Provide fix for complicated hardware and software issues, replicate customer environments and network problems in the lab. *Need to provide technical assistance (often, in high pressure situations).*Provide technical expertise and guidance during testing, deployment and operational phases of networks. So the customer can utilize the product to the best use of its capabilities.*Participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.*Provide configurations, troubleshooting and best practices on escalated cases.*Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.*Participate in cross-functional tasks such as new product development projects, support readiness teams, KB and other documentation activities.*Develop processes and tools. Show less *Enable the engineers technically and mentor them to adopt best practices for self-learning. *Ensure the best case handling practices are enforced for engineers to succeed in achieving targeted KPIs such as CSAT and providing quality updates to our customers.*Maintain high Tier-3 escalation quality. Perform escalation audits for all cases escalated to Tier-3 and enable Engineers to succeed in exhausting all the troubleshooting steps taken.*Cultivate the bench strength of engineers who will be future leaders. *Periodically identify the promising candidates for advanced TAC training modules.*Backlog management of the respective team to ensure stagnant and aging cases get appropriate help.*Suggest process improvements to the Leadership team. Analyze existing operations and schedule training sessions to make improvements.*Validate and approve Tier-2 to Tier-3 escalation template.*Be the point of contact when it comes to technical escalations Show less

  • Palo Alto Networks Security Engineer -Tier 3

    May 2022 - Mar 2023

  • Palo Alto Networks Technical Lead

    Apr 2021 - May 2022

  • Level 2 Palo Alto Network Security Engineer

    Apr 2020 - Apr 2021
• 

  Palo Alto Networks

  Mar 2023 - now

  * Work with highly escalated cases only.* Dicuss issues with managers and customer account team.* Work with engineering team to resolved software issues.* Work on cases related to platform, latency, routing, commit issues, memory leak, high dp/mp CPU and all processes and feature handle by the Firewall.* I started to work as hybrid engineer, this includes all panorama features.* Work with incidents, which pretty much are new cases most of the time, that have network down situation. The goal is to get this customer up and running as soon as possible.* Advanced troubleshooting techniques for Palo Alto firewalls (CLI and GUI)* Performance tuning for optimal firewall performance* Packet capture and analysis (using PCAPs) for diagnosing issues* Troubleshooting SSL/TLS issues, including handshake failures and decryption problems.* Network and connectivity troubleshooting using ping, traceroute, packet captures and diag debugs. Show less

  • Sr. Technical Support Engineer - FS, Prisma Access​

    Oct 2024 - now

  • Senior Network Security Engineer

    Mar 2023 - Oct 2024