Customer Experience Manager

• Sep 2022 - Present

Presales Engineer

• Sep 2021 - Sep 2022

• Partner with Sales and Services teams to identify customer requirements, analyze alternative solutions, and provide technical assistance and support. • Ensure customer engagement is aligned to SysAid’s Implementation Best Practices. • Support customer in the POC stage. • Provide guidelines to the sales and services teams as well as feedback to the product team to ensure customer and business success. • Partner with Sales and Services teams to identify customer requirements, analyze alternative solutions, and provide technical assistance and support. • Ensure customer engagement is aligned to SysAid’s Implementation Best Practices. • Support customer in the POC stage. • Provide guidelines to the sales and services teams as well as feedback to the product team to ensure customer and business success.

Security Analyst II

• Oct 2019 - Sep 2021

• Collaborate with setup, system configuration, policies, installation, migration, investigations, administration, troubleshooting of Watchguard hardware and software products (Firewalls, wireless AP, GAV, IPS, VPN, IPsec), audit process and integration with third-party products through phone and online update.• Analyze client network traffic to provide solution to network inconvenience and other user needs. Recommend, educate and proactively provide documentation to customers about cybersecurity best practices.• Asist Sales with post sales inconvenience.• Investigate network events and follow incident response processes.• Reviewing Self-help content, technical documentation and product knowledge with customers and attaching to cases for later reference.• Assign cases to higher level of support based on complexity of technical issue, level of effort/ time spent.• Coach new hires with mentoring, training, knowledge transfer and troubleshooting procedure. Show less

Security Analyst

• Jun 2018 - Oct 2019

Business System Analyst

• Oct 2014 - Mar 2018

• Gather Technical requirements, performance gap analysis and data analysis in order to design, model and provide solutions or improvements business process, business requirements and business systems. • Collaborate with project managers, PMO and architecture team on the project lifecycle (budget, project delivery time, scope and business plans), project issues and Identifying risks. • Elaborate working plans, test plans, test case, technical project documentation and provide training to end-user. • Test technological solutions to ensure that they are in accordance with the established programming standards. • Collaborate with stakeholders and the Quality Assurance team with the user acceptance testing (UAT), supervise production installations, execute post-implementation verifications and meet deadlines. • Participate on stakeholder sand VP meetings to discuss problems and identify priorities. • Debug and resolve issues on production environment and generate issue documentation. Key achievements: • Implementation of the accounting reports for the Loyalty Program. • Implementation of new workflow for fly tickets redemption into the Loyalty Program. • Design and implementation of 3 new functionalities for the Loyalty Program, improving customer and stakeholder experience. • Identification and documentation of various system issues, dropping production incident and impact. Show less

IT Support Specialist

• Jul 2013 - Oct 2014

- Provided technical support in a company over 300 employees. - Performing troubleshooting hardware and software issues. - Monitoring network inconvenient and solved network incidents. - Install and test new software. - Update hardware inventory. Key achievements: - Documented and restructure of all networks IP of all working areas improving in that way the troubleshooting time. - After 3 months, on charge of technical maintenance of a working area of 50 people. - Created of a web-based database that helped all employee to keep updated and always accessible the documents needed for their jobs. Show less