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Work Background
Kaiser PermanenteContact Center Enterprise Specialist | Senior Voice Network Administrator
May. 2023United States · Hybrid• Provide consultation and subject matter expertise to VoIP (UCC and contact center) network.
• Administration, support, and maintenance of the core Cisco Contact Centre platform specially UCCE and UCCX.
• Troubleshooting infrastructure and services including CUCM, CUC, IMP, Jabber, video infrastructure
• Develop configuration management capabilities and documentation practices
• Monitor the Voice/UCC ticketing queue and provide updates on escalated tickets.
• Perform OS upgrades on network devices, patch updates etc.
• Investigating technical incidents and providing remedies where necessary, taking proactive ownership alerts/ events and Root Cause Analysis.
• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
• Daily device health check monitoring and performing/validating device backups at regular intervals.
• Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
• Plan and perform complex system configurations
• Creates documentation of new and existing system configurations and procedural information and ensures system configuration documentation is complete and accurate.
• Supports the development of guidelines to prevent and/or resolve recurring problems.
• Recommends and executes performance tuning and optimization activities.
TeradyneSenior Network Administrator
Aug. 2022 - Mar. 2023Garita, Alajuela, Costa Rica · HybridAs part of a global team responsible for the development and support of network management systems deployed across Teradyne's Enterprise network responsible for:
- Designing - Virtualizing - Implementing - Maintaining Teradyne’s global WAN / LAN/ Cloud network infrastructure for data and voice communications. Design, analyze, and implement security measures in a project-oriented team comprised of both IT and Information Security professionals Perform day-to-day network maintenance functions, including WAN/LAN monitoring, configurations, & network security enforcement.
Install, support, and maintain hardware and software infrastructure according to best practices, including routers, aggregators, switches, Wi-Fi controllers, and firewalls. Cloud networking using a Microsoft Azure subscription implementing multiple internal networks required. Research and recommend new network designs and technologies to enhance overall network performance and security, monitor & automate global LAN/WAN alert notifications. > Creation of the patching and vulnerability assessment process for the network infrastructure.
> Malware preemption enforcement and investigation during any threat alert, isolation, and mitigation process. Provide reports & trending analysis on voice/data performance, latency, bandwidth utilization with a sniffer, network monitoring tools, and NAC. Develop and document data/voice LAN / WAN topologies, IP schemes, and vendor services. Multiple vendor equipment : + Cisco Routers + Aruba Wireless/Clearpass + HP Comware + Palo Alto PA-Firewalls + Microsoft Azure + Aryaka SDWAN + Solarwinds + Riverbed Cascade +Kemp Load Balncers
Palo Alto NetworksNetwork Security Engineer
Jan. 2022 - Aug. 2022RemotePalo Alto Cybersecurity practitioner, capable to receive trouble cases from calls, or from the Palo Alto Networks to perform fault isolation steps using extensive knowledge of the OSI model and how data packets move in the network to troubleshoot VLANs, use ARP tables to verify L2/L3 mapping and, MAC to IP interfaces. We install, configure, manage, and fix Palo Alto Firewalls. Maintain and manage border security systems, such as intrusion detection systems and firewalls. Take care of existing configuration changes for Palo Alto Networks. The technicians are conversant with procedures, such as change management, automation, and revision control. They need to configure and deploy a security operating platform and maintain it. We aid in fixing network security issues of clients, suggest recommendations after researching best industry practices, creating documents for its configuration and installation. Engineers are also responsible for installing and maintaining Palo Alto firewall technologies. We normally use WAN protocols such as MPLS, VRF, VPN, and network routing. Manage wireless and LAN networks, including switches, routers, and other related equipment. Identify and troubleshoot complex network problems affecting LAN, WAN, Internet connections, and issues of end users issues. Engineers suggest, schedule, and conduct hardware and software enhancements, upgrades, reconfigurations, and patches. They coordinate with engineering and business units to deploy and implement server systems that use best practices to meet the objectives of their organization/clients.
CiscoSenior Network Voice-Collaboration Engineer
Aug. 2018 - Jun. 2022Heredia, CR · On-siteWhile working for Cisco TAC as Senior Collaboration Technical Support Engineer delivering the best world-class customer experience. Gaining expertise in installing, deploying, and troubleshooting Cisco Unified Collaboration devices such as SBC CUBE Voice Gateways, CUCM Call Manager PBX, Unity Voice Recorder, Cisco Unified Contact Center Express UCCX and Cisco Unified ICM\Contact Center Enterprise UCCE. As a senior support engineer getting the technical responsibility of training, mentoring the new engineers and delivering assistance during customer escalations, and handling appropriate incidents and outages. Leading internal projects to enhance and improve the customer experience and technical performance. Creating internal documents to guide the troubleshooting/technical efforts to lead to a faster resolution.
Proactively assisting and troubleshooting Cloud Based Voice devices
Tech Academy and ConsultorInformation Technologies - Academy Instructor
Jan. 2017 - Aug. 2020Technical trainer delivering from basic to advanced IT courses regarding hardware, software, virtualization, and networking. Delivering courses including A+, CISCO, VMware, Microsoft, and other brands.
CiscoNetwork Administrator
Jun. 2016 - Nov. 2021Sykes Costa Rica- Manage connection, configuration, and organization of Cisco equipment in the IT architecture of the organization including the purchase and correct disposal of every network equipment related to this data center.
- Responsible for maintaining and monitoring the performance of the network. Physical and logical installation including the cabling, infrastructure (racks), and power administration.
- Configuration using VMware software, Microsoft and CiscoOS, and much more.
- Configure IT LAN/WAN features including High availability protocols HSRP, VLANs, SNMP monitoring, loop prevention RPVSTP.
- Higher OSI layer protocols such as routing protocols RIPng, OSPF, EIGRP, BGP, Static, Access lists (ACLs), NAT, PAT VPN tunneling GRE, IPSec.
- Redesigning and implementing the local TAC reproduction laboratory
- Provide first-level technical support; assisting engineers who have network problems
- Perform high-level troubleshooting, diagnostics tools, and wiresharking for networking problems
- Support and provide solutions for network failures, making recommendations for possible fixes
- Coordinate with team members to reduce technical complications performing any customer issue reproduction. - Standardize the network configuration designing conventions and agreements.
- Audit all the laboratory assets monthly including the engineer's equipment We designed the data center intended for customer issue reproductions from a local and safe environment.
Dermatología Eric Rojas BlancoMarketing – Web Master – Social Media Manager
Jan. 2011 - Dec. 2012San JoséCreating strategies of sales, marketing and social media to gain more massive presence in the media and catch more influence.
Guía Medica de Costa Rica – Gavarrette GroupWebsite Designer - Small Office Network Administrator
Jan. 2010 - Dec. 2013HerediaCollaborate with(in) multidisciplinary teams in our design and printing departments. Magazines diagramming and professional photo retouching. I've been working as a Website designer and programmer for many customer projects.
Using an array of skills including graphic design and web development using the most common languages including HTML, CSS, Javascript, PHP, SQL, XML, SAML.WordPress, Joomla, Angular, and Content management system implementations Network Administrator in charge of small office equipment and network-related tasks.
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