Rossmary Hernandez

Experience

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  Teleperformance

  May 2011 - Aug 2013

  Servicio al cliente y asistencia técnica en telefonía celular

  Atención al Cliente y Servicios Técnicos en telefonía celular (Ingles)

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  Tigo El Salvador

  Sept 2013 - Aug 2016

  Auditor de calidad tecnica de enlaces corporativos

  Enrutamiento hacia plataformas SNMPc y Solar Winds, verificación lógica de enlaces corporativos de internet y datos desde equipo radio base, equipo core hasta última milla del cliente manejando equipo cisco, mikrotik, media converters (IMC), Juniper (básico), soporte técnico al área de O&M en área de redes corporativas, entre otros.

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  TELUS International Central America

  Aug 2016 - Aug 2023

  As Global Network Manager, mine is a multi-faceted role. I’m responsible for installing and maintaining TELUS International networks across the globe, running with major projects and client deployments, and also leading and developing my staff to provide first rate technical support. In this role, I need to ensure the continuous (i.e. 24x7) availability of TI local and global network; addresses all troubleshooting issues and customer concerns on the network so these are accurately, monitored, detected, and resolved immediately; responds to emergency situations in a timely manner to decrease downtime. Aside of that, part of my responsibilities are: to manage a team of 10 people around the globe; yearly planning of opex and capex for network technologies and negotiation with different service providers. Show less I was promoted to Senior Network Admin on April 2019. In this new position my principal role was basically to support and lead global projects. One of the biggest project I have participated and lead is the Bluecoat web filtering migration to Palo Alto Firewall URL filtering migration, my role here was design, implement the changes and also coordinate with all the areas that were affected by this migration. During Covid19 we worked hard as a team to enable and create work from home environment for all the clients we have as a BPO, my role here was implement VPN on Palo Alto firewalls, enable all the routing we need to provide the necessary communication from our clients to their tools, servers, cloud, VDI, etc. I have participated in other projects that involved more routing and switching processes. I also helped with internal documentation processes such as inventory, navigations reports form specific areas, etc. I also helped the security team with the PCI audits globally. Show less Telus International is a Global company with presence in Central America, Philippines, United States, Canada, and Europe. As a team member of Network department in this company, I was on charge of the support of the existing global network infrastructure; to ensure the availability, uptime and security of our clients in terms of communication with their current and new tools. We do that by monitor our global network infrastructure and if something fails we have to be prepared to troubleshoot the issue and resolve it in the shortest possible time to avoid impact in our uptime and availability; we also support the new implementations in our network in terms of access and changes in our infrastructure. I had worked in global projects such as Global AD upgrade (we changed all the Domain Controllers infrastructure, my role here was to allow communication globally from domain controllers to our client’s subnets); Palo Alto firewall migration (The company had Cisco ASA as a security firewall solution but they decided to migrate to Palo Alto, my role here was to lead the migration globally with the help of engineering team and ensure the uptime of the clients that we migrated) Show less

  • Global Network Manager

    Dec 2020 - Aug 2023

  • Senior Network Engineer

    Apr 2019 - Dec 2020

  • Jr. Network Admin

    Aug 2016 - Apr 2019
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  Dollarcity

  Sept 2023 - now

  Technical Support Sr Lead