I'm a Network Support engineer who loves taking ideas and concepts apart and learning them, I'm also very interested in business, marketing, strategy, science, and engineering, I see that in order to be successful you must employ a holistic or multidisciplinary view for engaging problems, and while the task is difficult, adapting and transforming along with the process is a very pleasing and rewarding thing.
If you come across my LinkedIn profile, or Website feel free to add me, and even reach out!!! I'm more than happy to discuss things, potential projects, or potential partnerships in fact, meeting new people who have ideas and are apt to executing them, will be one of my priorities going forward. As Nietzsche once beautifully put it:
"One seeks a midwife for his thoughts, another someone to whom he can be a midwife: thus originates a good conversation"
Work experience
Network Engineer
Cisco Meraki - Jun 2020 - October 2021
• Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing.•Supported LATAM and NAM in portuguese, spanish and english.
• Diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
• Own each customer case from initial creation to resolution.
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.
• Read and analyze packet captures using Wireshark.
• Work with engineering and management to diagnose and resolve critical, escalated issues.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Stay up to date on Meraki features and technology by attending lunch and learns, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends.
Network Associate
Cisco Meraki - Aug 2021 - Jun 2020
Diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported For both enterprise and Meraki go line of products.
• Interact with customers via email in order to drive cases to resolution.
• Performed reproduction of the issues raised by the support, other internal teams
• Learned how to demonstrate effective written and verbal communication and interpersonal skills.
• Solidified the foundational concepts in networking to give the best practices in design and technical implementation
Customer Service Agent
Main st House of pizza Aug 2016 - Aug 2019
• Support customer needs by patiently listening on the phone for their order
• Work in a team environment in order to make sure the food was delivered on time
• Help organize the preparation
• Answer customer telephone calls promptly and in appropriate manner
Cloud Support Engineer
AWS - Nov 2021 - Present
As a Cloud support engineer I helped customers from break fix scenarios, best practices guidance to multi service architectural and design solutions
Solved technical advanced problems in networking services like VPC, ELB, CloudWatch, AutoScaling, Route 53,
Applied principles of site-reliability to make sure that deployment and improvement can be achieved with strategic observability.
Used systems thinking approach to troubleshoot and analyze system feedback loops, emergent behaviors, and points of failure within decoupled cloud Architecture
Examined incident trends to identify systemic problems, working closely with the development teams to enact changes.
Engaged directly with customers through support tickets, phone calls, and video conferencing, in order to drive issues through resolution.
Adapted language to personnel who are in different teams within their organization and learned to guide customers how to effectively leverage the right set of expertise from other teams to assist in road blocks
Consulted customer to understand business requirements in order to suggest cost effective solutions that are tailored to their needs and budget.
Working in collaboration with Subject Matter Experts and other service engineering teams to drive complex customer issues to resolution. Documenting corner case scenarios and troubleshooting workflows in AWS internal knowledge databases and also writing tutorials, creating how-to videos, and other technical articles for engineers.
Mentored new-hires as well as experienced engineers to align their technical knowledge to the Cloud, covered any gaps in understanding, and make sure that they use methodical approach to troubleshooting and critical thinking to drive issues to resolution while collaborating with customer's different team's and the respective challenges in communication.
SkillSets
Networking
Vendors: Cisco IOS, Meraki
Wireless
Troubleshooting: Intermediate
Design: Intermediate
Implementation Intemediate
Routing and switching
Troubleshooting: Intermediate
Design: Intermediate
Implementation: Intermediate
System Administration:
Linux: intermediate terminal navigation,knowledge of the kernel, services installation
Windows: intermediate installation and troubleshooting
Active Directory: minimal installation, identity provision, networking
Security
Identifying and analyzing common types of attacks
Proficiency in using network troubleshotoing tools
Firewall and IDS/IPS management
Security architecture planning and design
Secure network segmentation
Implementation of secure cloud environments
Risk assessment and risk mitigation strategies
Network hardening and securing network devices
VPNs, proxies, and secure communication channels
Protocol analyzer: intermediate Wireshark
Ticketing systems: intermediate Salesforce
MDM: advanced Meraki SM
Autocad: expired knowledge, willing to relearn if necessary
Tools and software
Web Design/Digital Design
Website building: Intermediate level in ductaping HTML, CSS, SEO, Adobe XD
WordPress: Woocommerce, Elementor
Graphic Design: Gimp, Inkscape
Cloud Engineering
Cloud architecture: understanding of systems deign and architecture patterns.