Cisco Tier 3 Team Lead Technical Consulting Engineer, Wireless Team

• Jun 2022 - Present

Cisco Tier 3 Technical Consulting Engineer, Wireless Team

• Feb 2021 - Aug 2022

Same responsibilities as previous positions, plus:• Document all interactions and steps taken towards case resolution, in a professional and accurate matter• Mentors and develops more junior CSEs and others. Provides new hire and monthly training when required.• Serve as a point of consultation when it comes to handling difficult customers and sensitive situations.• Seeks and provides assistance from other CSEs, local or remote, for problem resolution when required.• Attending ongoing technical training along with training in adaptive troubleshooting methodology• Highly responsive and sensitive to customer reported issues according to its severity. Should be able to quickly resolve customer issues• End to end ownership of customer service requests. Collaborates with all relevant stakeholders internal and external and acts as focal point until the problem is resolved.• Exercises judgment within defined procedures to determine appropriate action Presents ideas and interacts within TAC and development teams at peer level Show less

Technical Consulting Engineer of Cisco Mexico - Partner Leverage Program

• Sep 2020 - Sep 2021

Troubleshooting Environment:-Expertise in all Cisco Wireless LAN Controllers and Wireless APs models.-Wireless knowledge about Cisco Prime Infrastructure, Mesh APs, Workgroup bridges, Mobility Services Engine (MSE), Connected Mobile Experience (CMX), and Wireless module on Routers (ISR)-WLAN Security in the areas of authentication, RADIUS, TACACS, SSL certificates.-Design of WLANs that involve Apple devices, BYOD deployment, Mobility, Roaming, Redundancy, RF signal & antenna behavior.-Basic expertise in Cisco Routers and Switches.-Resolve network wireless issues like slowness, congestion, low coverage, and dropping connectivity.• Take initial service request in order to assist customers with technical issues, which are more complex and which may require recreating symptoms in the laboratory, research into known problems, trace analysis, and in-depth troubleshooting.• Be the point of escalation for any technical assistance for CISCO GDP• Attend first to new keywords or sub technology training. Provide feedback and ways to improve training materials for the rest of the team.• Maintain adequate technical proficiency in products and platforms supported and any other relevant technologies.• Build productive relationships with customers and to take ownership for customer success, the engineer will think beyond the fix to prevent future problems.• Will mentor and develop more junior CSEs and still actively seeks a mentor to continue building technical skills, soft skills and instill Cisco culture.• Exercises judgment within defined procedures to determine appropriate action presents ideas and interacts within TAC and development teams at peer level.• Demonstrate a drive for continuous learning, results orientation and teamwork. Show less

Cisco Tier 2 Network Support Engineer, Wireless Team

• Jun 2020 - Feb 2021

• Take initial service request in order to assist customers with technical issues, which are more complex and which may require recreating symptoms in the laboratory, research into known problems, trace analysis and in-depth troubleshooting.• Be the point of escalation for any technical assistance for CISCO CSE Tier 1 • Attend first to new keywords or sub technology training. Provide feedback and ways to improve training materials for the rest of the team.• Provide technical support via phone, e-mail and WebEx, identify the root cause (issue) of a case and assist the customers to implement a timely and effective solution.• Support the organization in identifying, establishing processes for continuous improvements.• Identify the root cause of a case, by troubleshooting and isolating the issue.• Document all interactions and steps taken towards case resolution, in a professional and accurate matter.• Maintain adequate technical proficiency in products and platforms supported and any other relevant technologies.• Build productive relationships with customers and to take ownership for customer success, the engineer will think beyond the fix to prevent future problems.• Will mentor and develop more junior CSEs and still actively seeks a mentor to continue building technical skills, soft skills and instill Cisco culture.• Highly responsive and sensitive to customer reported issues according to its severity. Should be able to quickly resolve customer issues• End to end ownership of customer service requests. Collaborates with all relevant stakeholders internal and external, and acts as focal point until the problem is resolved.• Exercises judgment within defined procedures to determine appropriate action presents ideas and interacts within TAC and development teams at peer level.• Demonstrate a drive for continuous learning, results orientation and teamwork.• Maintain CCNA Certification up to date. Show less

Cisco Tier 1 Network Support Engineer, Wireless Team

• Jan 2019 - Jun 2020

Troubleshooting Environment:-Expertise in Cisco Wireless LAN Controllers (Models 5500, 2500, 7500, 8510 series), Cisco Wireless APs (Autonomous/lightweight)-Good knowledge about Cisco Prime Infrastructure, Mesh APs, Workgroup bridges, Mobility Services Engine (MSE), Wireless Service Module (WiSM) and Wireless module on Routers (ISR)-WLAN Security in the areas of authentication, RADIUS, TACACS, SSL certificates.-Design of WLANs that involve Apple devices, BYOD deployment, Mobility, Roaming, Redundancy, RF signal & antenna behavior.-Basic expertise in Cisco Routers and Switches.-Resolve network wireless issues like slowness, congestion, low coverage and dropping connectivity. Show less

Tracfone Service Consultant

• Jan 2018 - Apr 2018

-B2 level skills in English to maintain shifts of up to 9 hours per day, communicating with clients in the United States by chat or calls. -Advanced communication and customer service skills. -Resolution of any type of consultation in the first contact with the client. -Order processing, forms, and applications. -Identification of priority needs or customer complaints. -B2 level skills in English to maintain shifts of up to 9 hours per day, communicating with clients in the United States by chat or calls. -Advanced communication and customer service skills. -Resolution of any type of consultation in the first contact with the client. -Order processing, forms, and applications. -Identification of priority needs or customer complaints.

AT&T Service Chat Consultant

• Dec 2016 - Oct 2017

-B2 level skills in English to maintain shifts of up to 9 hours per day, communicating with clients in the United States by chat or calls. -Advanced communication and customer service skills. -Resolution of any type of consultation in the first contact with the client. -Order processing, forms and applications. -Identification of priority needs or customer complaints. -B2 level skills in English to maintain shifts of up to 9 hours per day, communicating with clients in the United States by chat or calls. -Advanced communication and customer service skills. -Resolution of any type of consultation in the first contact with the client. -Order processing, forms and applications. -Identification of priority needs or customer complaints.

Optical Fiber Cable Monitoring

• Mar 2016 - Jun 2016

- Bilingual ability to establish a surveillance perimeter on a fiber optic cable in an area of the sea. - Generation of daily reports (English) informing the main developments during the work. - Capacity for verbal bilingual communication with foreign ships that are in the area. - Bilingual ability to establish a surveillance perimeter on a fiber optic cable in an area of the sea. - Generation of daily reports (English) informing the main developments during the work. - Capacity for verbal bilingual communication with foreign ships that are in the area.