January 2012 - at Present
Departamento de Guatemala
L2 Software Support Engineer troubleshooting issues and product malfunction to determine fixes, assisting customers until solution is provided in a multi-tier collaboration environment to provide the “best effort” support experience. Remote assistance through scheduling calls as needed. Current product area of expertise is on vulnerability assessment, risk management and network flow traffic insight that customers extract from scanning assets, backing up data from network devices and inspecting flow data. Knowledge on DevOps (limited) and how cloud solution approaches on-premise product installs for customers.
Masters in IT and Communications
2017 - at Present (3 years) Departamento de Guatemala
2005 - 2016 (11 years) Departamento de Guatemala
Engineer, Support and Knowledge
Assistance and support. Client oriented support in resolving issues for their environment to continue operations. Post-sale, strong soft skills.