Alfredo A. Ortega Sáenz

Experience

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  Freelance; Self-employed IT professional

  Jan 2002 - Mar 2005

  Technical Support

  Technical support to some private medical clinics, some government offices and other several private business.

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  Edison Plaza-Pacific Hills Real State

  Mar 2005 - Mar 2007

  Computing Responsible - SysAdmin/IT Security

  Major Accomplishments:1- Implementation of ESET Nod32 Antivirus in the workstations and servers.2- Implemented redundant array of independent disks (RAID) to SQL Database Servers.3- Improved the Backups and Disaster Recovery strategy.4- Provide support to accounting systems, provide training to personnel, equipment purchases, with a working environment of more than 45 computers.Main Responsibilities: 1- Database Administration (MS SQL), basic queries.2- E-mail Administration (Hosting).3- Management of PIX Firewall and antivirus (Nod 32) in the network.4- Systems installations, network cabling, wireless networks, etc. 5- Windows 2003 Server installation and configuration of scheduled backups.6- Helpdesk. Show less

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  Fiesta Casinos Panama (Thunderbird Resorts)

  Mar 2007 - Nov 2008

  Systems Administrator - IT Security

  Major Accomplishments:1- Implementation of system of redundant links between branches through Fortigate 100 using as primary link IP Access (layer 3) and secondary microwave layer 2.2- Restructuring and separation of the network of slot/gambling machines in the computer network via SNMP utilities. In order to resolve the problem of mixed networks, which caused a flood of broadcast traffic from the network of gambling machines.3- Implementation of SNMP monitoring system and Logs Analyzer for Fortigate Firewall 500.4- Improved the existing configuration of Trend Micro Antivirus system in order to increase the performance and protect network equipment efficiently.Main Responsibilities:1- Management of information systems of slot machines, and coordination of the reports made (tickets) for verification and resolution of problems, with staff in Peru, Argentina and Chile.2- Management of communications equipment, Blade Servers, Windows Domain Management 2003/Scope Dhcp, Network Antivirus / Antispam / Firewall / Router / Switch Layer 3 SNMP monitoring tools and log analysis.. Show less

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  Multitek Internacional, S. A.

  Nov 2008 - Mar 2010

  Supervisor of IT Department - SysAdmin/IT Security

  Major Accomplishments:1- Planning tasks and schedules for staff and IT resources required, regarding installation and assurance of uninterrupted operation of point of sale systems (POS) on the the Large Quarterly Yard Sale, that occur in the Convention Center Atlapa and branches of Multimax. With sales of around 1/4 of a million dollars in one day, along with IP surveillance systems (Mobotix).2- IT project management functions involving overseeing the planning, execution, and successful completion of IT projects.3- Implementation of Trend Micro Antivirus on the network, manageable and efficient.4- Organization of preventive revisions to systems and equipment-store and branch-nodes.5- Implementation of Log Monitoring System in Cisco ASA 5500 Firewall with Syslog Analyzer(ManageEngine firewall analyzer) application on a Linux server.6- Implementation and administration of backups to critical systems with a 3-2-1 strategy.7- Design and co-implementation of a backup system (Nonstop) for VPs and Managers' laptops.Main Responsibilities:1- Responsible for handling backup system Brigstore ARCServ.2- Creating projects, tasks and activities in the area of technology for branches or departments. 3- Managing Exchange Server 2003.4- Allocation and tracking of tickets related to cases.5- Monitoring Branches nodes with Nagios and Cacti or Solarwinds.6- Management of services with external providers, managing the Barracuda Spam Firewall,Watchguard Firewall, Cisco ASA 5500 Firewall, Call Manager, HP Blade Center, Asterisk PBX and SIP telephony wireless or wired.7- Managing Antivirus Trend Micro OfficeScan Server. Show less

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  Dell Technologies

  Mar 2010 - Nov 2016

  Main Responsibilities:Primarily responsible for assisting support engineers in resolving cases. Monitors their teams queue for cases that may be stuck or are requiring additional technical expertise in an effort to facilitate timely resolution. Take ownership of a limited number of support cases. Review cases for assistance to R&D to ensure that all requirements have been met and the issue cannot be resolved within the Support team. Act as a recognized subject matter expert for a given product or set of products within a support team. Take the lead for learning new functionality and/or features in releases with the responsibility of transferring this knowledge to the support team through solution creation, training development and delivery. Subject Matter Experts on Storage, Operating Systems (Windows, Unix, VMWare), Databases (Oracle, SQL Server, DB2) and Cloud.Mentor the support engineers on product knowledge by conducting training sessions with the teams to ensure support readiness. May function as the global representative in this role where there is no regional product specialist presence.Communicate with R&D to assist in establishing the priority for customer issues requiring their assistance, as well as driving down the demand for support by eliminating the most common reasons why customers contact support. Responsible for using the Dell Support reporting system to analyze data, gather facts and make recommendations to Support Management on required changes.Assist in managing the customer relationship with respect to escalated product issues.Provide technical assistance outside of ‘their standard working hours’ to their support team and/or the duty engineers (on-call support engineers), or managers to assist with Level 1 product issues.Participate as a collaborative, proactive member of the Support team and maintains high standards of excellence and a strong work ethic. Show less Major Accomplishments:I took responsibility of preparation and pre-migration tasks for a large storage migration project with 100% success rate. I also provided technical and oversight of the contractors that were assigned to this project, keeping the project on task and completed within the provided time frame. The project name was "EMC to Compellent Migrations" where we needed to migrate storage environments that were previously using EMC Symmetrix and various EMC Clariion arrays in AMER and APJ to new Dell Compellent arrays, saving Dell over $1.2 million support costs per year.About the Organization:The Infrastructure Management team is a large, global organization with over 940 team members located in 32 countries and 83 different cities.As part of the team I should participate in the execution of the Infrastructure and IT application projects. Work with other Infrastructure technologist, project managers, and application developers to plan and implement projects deploying new business functionality. Participate in infrastructure lifecycle or refresh programs as well as certification of new product hardware and software versions.Role Responsibilities:• Participate in IT roadmap projects collaborating with database, application, and server teams to develop and deploy solutions with ownership of: • Defining storage solution and configuration.• Develop deployment & data migration plan.• Work with vendors (internal/external) gathering relative product information & providing product feedback.• Participate in certification of new product and firmware versions through integration testing in labs. • Prepare deployment plans for new product and firmware versions. • Participate in customer briefings. Show less Major Accomplishments:1. Taking on tough escalations related to high complexity cases from the most important accounts regarding Compellent Storage issues.2. Collaboration on the proactive notifications and update process for customers that were not running the recommended Storage Center OS version, in order to ensure better system stability, improve efficiency and performance.About the Organization:Copilot Support is the most cost-effective way to add Dell Compellent expertise to your staff. You always have someone monitoring your data to ensure continuous availability. In fact, on a given day, the Copilot team makes twice as many outbound customer calls as they receive incoming customer calls. PhoneHome technology monitors system status in real time so the customer and Copilot can proactively address any issues. Copilots are continuously monitoring system performance to alert customers of potential problems.Responsible for: 1- Providing customer facing, expert level consultative and escalation support for Dell Compellent Storage Center and Applications. 2- Collaborating with Copilot Solutions Engineers to resolve customer Storage Center issues.3- Working with other vendor support teams to ensure customer issues are resolved in a timely manner.4- Advising peer technical and marketing teams on matters that affect overall customer experience.5- Documenting of technical software and hardware problems.6- Assisting with problem determination and resolution.7- Advanced diagnostics of software faults.8- Advanced shared storage performance troubleshooting and design recommendations.9- Identify and resolve issues before they become problems. Show less Major Accomplishments:1. Taking on tough escalations related to high complexity cases from important accounts regarding Power Vault Storage, Equallogic and EMC Clariion arrays.Main Responsibilities:1- In Charge to provide support for Dell Compellent High-End Storage Solutions / "Driving High Complexity Cases Until Its Resolution".2- Identify and resolve issues before they become problems.3- Latin American and the Caribbean Dell Enterprise customers with storage systems ( NAS,DAS, SAN ).4- Support to Dell PowerEdge Servers including Clusters solutions and Dell Power Vault NAS 5- Enterprise Storage/SAN's: Compellent, EMC, Equallogic, Power Vault MD3xxxi ( iSCSI and FiberChannel connectivity).6- Support for Dell Power Connect Switches, Cisco and Brocade Fabrics.7- Support for Symantec Backup Exec and AppAssure. 8- Support for Dell PowerVault TBU libraries.9- Microsoft Server OS.10- Linux Red Hat Enterprise OS. 11- VmWare Vsphere OS.12- Provides timely response to customer escalations with appropriate notification to all required EEC staff (TAMs, Management, SMTs).13- Clearly and concisely logs and tracks details of customer interaction, troubleshooting steps performed and solution(s) provided to resolve customer issue via the CRM.14- Performs problem investigation and research to resolve Enterprise OS, Application, or Networking issues.15- Search databases containing records of problems, symptoms & solutions.16- Contact 3rd party vendors & make inquiries and/or request technical assistance.17- Investigate product and customer issues using vendor-supplied resources. 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  • Technical Product Specialist / Data Protection Team - AppAssure

    Oct 2015 - Nov 2016

  • Global IT-Infrastructure Management / Engineering - Storage Services Advisor

    May 2014 - Oct 2015

  • Compellent Storage - Copilot Support Engineer (Latin America and the Caribbean)

    Sept 2012 - Apr 2014

  • Enterprise Tech Support Senior Analyst - Storage

    Mar 2010 - Sept 2012
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  Quest Software

  Nov 2016 - Jun 2018

  Technical Product Specialist / Data Protection Team - AppAssure

  Major accomplishments: 1. Taking on tough escalations from the whole team and eventually undertook on Resolution Management assignments. 2. Training Sessions Delivered (internal and external customers): ○ Rapid Recovery Virtual Standby, Archiving and Replication to MS Azure(Cloud) Training to support engineers. ○ DL Appliance Troubleshooting Training to support engineers and local TPSs. ○ Co-Delivered the Troubleshooting VSS Issues Webinar to external customers through Webex Meeting. 3. Rapid Recovery Knowledge Base Contribution: 21 external KBs and 3 internal with more than 15,000 visualizations as of June 2018. Documenting issue description, cause and resolution for complex issues so engineers and customers can resolve the issues faster, brings as a result deflection in the amount of new service requests and improves troubleshooting efficiency and effectiveness, which help us make our customers more successful while taking maximum advantage of the product. 4. Team Lead and Technical Product Specialist for sub-team: With the Service Request volumes and headcount constraints, late in Q2 and early Q3 FY17/18 , the support teams created internal sub-teams where local team members now have direct local access to product experts with clear internal escalation paths. The results have been tremendous, we are seeing reduced SR backlog, improved team collaboration, improved team morale, and improved levels of customer service, and we are consistently meeting the Support Teams KPI’s. 5. Lead the initiative to empower engineers who volunteered to create KB articles related to software bugs. Reviewing, providing feedback, publishing the KBs and documenting the results. Main Responsibilities: The same as on previous job position, due to the organization divestiture that happened during the acquisition of EMC we became a separate company. Show less

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  Canal de Panamá

  Apr 2019 - Oct 2020

  Cybersecurity Specialist

  - I collaborated with my team to implement the first Security Operations Center (SOC) for the ACP, which involved functions such as analytical monitoring of security events and incident management.- I designed and deployed the Network Security Monitor and Threat Intelligence system (open source) - Security Onion, using a distributed cluster architecture in a network comprising over 4000 nodes. -Collaborated with an international cybersecurity advisory team to conduct risk analysis and IT/OT security posture assessments. - During the Covid-19 pandemic, I proactively monitored security events and managed over 1000 VPN connections from teleworkers. I developed an action plan to address network-level gaps in endpoint security and successfully implemented the plan. - I co-implemented an open-source Incident Response Management Software to track events and incidents and generate actionable metrics for management. - I introduced an alternative vulnerability management software (open source) and established a process for the ACP IT/OT network using OpenVAS. - I supported the migration of ACP services and applications from legacy equipment to new NGFW. - I conducted a reconnaissance and audit study of Azure Cloud, which resulted in findings and recommendations that enhanced the cybersecurity posture. - I created reports on cybersecurity-related tasks, compiling weekly statistics to present to management. These reports serve as the basis for establishing the initial cyber defense metrics. - I identified various blind spots and vulnerabilities in the local and perimeter network's cybersecurity, and provided recommendations and action plans to mitigate risks and address those vulnerabilities effectively. - Additionally, I conducted cross-training sessions on various InfoSec tools and shared best practices with my colleagues. Show less

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  ComunidadDOJO

  Jan 2021 - Mar 2024

  Ambassador at Comunidad Dojo
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  Hutchison Ports PPC

  Feb 2021 - Dec 2021

  Information Security Administrator

  Hands-on technical/management role that worked closely with the IT management team and business units to ensure alignment with PPC’s objectives, and must have both leadership and advanced technical skills to effectively and efficiently manage IT Infrastructure technologies and personnel.

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  Global Bank

  Apr 2022 - Sept 2023

  Cybersecurity Architect

  CONTRIBUTIONS:Member of the Center of Excellence for Cybersecurity (CoE), Design, Planning, Proof of Concept, Technical and Economic Evaluation Matrix of security solutions and capabilities that are aligned with the organization's business, technology, and risks/threats:1. Hypervisor-Level Micro-segmentation (Zero Trust), focused on Crown Jewels2. Shielding initiative against "Domain Spoofing" attacks on Mail Server (SaaS) through DMARC (SPF+DKIM) and the creation of its governance3. Replacement of on-prem Vulnerability Scanner with next-generation cloud-based prioritization technology (VPT)4. Replacement of current IPS with a proven and effective NDR solution that uses Machine Learning and AI to block live unknown "zero-day" and known attacks5. Endpoint-Level Micro-segmentation/Host Firewall (Zero Trust) through existing EDR solution6. Update of Standard for Securing Site-to-Site Tunnels in Perimeter Firewall (NIST SP 800-77 Rev 1)7. Report for IT with analysis of Anti-Ransomware Backup solutions from the perspective of functionality and key cybersecurity components8. Creation of Network Security Standard (Networks, Subnets, Segmentation, and Micro-segmentation)9. Support for joint task of mitigations to debug Firewall rules related to SWIFT secure network controls10. Enhanced the "Always On VPN" Architecture for remote workforce, and implementation of Hub and Spoke Architecture Security Controls in collaboration with DevSecOps and OpSec11. Privilege Elevation and Delegation Management (PEDM) solution, focused on internal users who require elevated privileges in certain applications12. Optimization of +18 Security Baselines for critical systems of the organization and endpoints, using best practices from the Center for Internet Security (CIS)13. Security Service Edge (SSE) solution with ZTNA for remote access to "external users" through principles of Zero Trust Show less

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  Dell Technologies

  Sept 2023 - now

  Cybersecurity Consultant / Security Technical Program Manager - CCSO BUSO

  **Purpose of the Role:**The Security Technical Program Manager plays a crucial role in safeguarding the security and resilience of Dell's extensive portfolio of service and support offerings. This senior-level position is vital in protecting the integrity and privacy of both Dell's internal operations and its global customer base. By embedding robust security measures from the outset, the role ensures that all products and services meet stringent security, resiliency, and privacy standards before reaching the market.**Key Responsibilities:**1. Security Assessment: Evaluate new service and support offers early in their development to identify and prioritize security needs.2. Consultation and Support: Provide expert guidance on security practices, facilitating the integration of security measures throughout the product lifecycle.3. Risk Management: Collaborate with security teams to address compliance risks and escalate significant issues to senior management.**Importance of the Role:** This position is essential in maintaining Dell's reputation as a secure and reliable technology provider. By proactively managing security risks and ensuring compliance with global standards, the Security Technical Program Manager helps protect sensitive information and supports the company's commitment to delivering secure, resilient, and privacy-conscious solutions to its customers worldwide. Show less