Migrations and Proactive Support for Americas Enterprise

Incident Management, Problem Management, Change Management. Technical and focal contact for accounts. Managed CPE/Managed SP end to end. Security solution with Cisco Sourcefire/FMC/FTD/ASA. Routing and switching with Meraki MX, ISR4K, ASR1K and 892FSP. Accepting incident escalations from lower tier support engineers 
          -  Technical and process support of incidents
          -  Driving and technical focal point of complex failures
    -  Cross functional and cross team point of contact and resolution driver
· Creating and reviewing Cisco Methods of Procedures 
          - Prepare documentation and training on standard changes
    - Prepare documentation and execution of Major and Complex changes
   -  Prepare tools and procedures for massive rollout. Lab testing of changes
· Maintaining information packs in centralized location -  Generate known issue libraries 
        -  Document customer networks, processes and procedures
    - Generate technical training documentation and repositories
·    Owning and driving customer facing/internal action items 
          - Activation, onboarding and readiness assessment for new customers
        - New project implementation and complex changes
          - Monthly and Quarterly business operation review with customer

High touch support for customers Claro Colombia, Telmex Uninet/RCDT (largest ISP in Mexico). High Touch Engineers provide customers a direct working relationship with an designated networking engineer. Deliver the support to resolve critical networking issues, isolate the source of chronic problems, and achieve desired performance and stability for the network infrastructure. Developed relationships internally and externally to achieve mutually beneficial business goals.Expertise on SP products such as Cisco 7200, Cisco ASR1000, ESR10k, GSR, ASR9k and CRS for MPLS, IGP, BGP and other applications. Expertise on Switching/Ethernet routing with products such as Cisco Catalyst 3750, 4500, 6500, Cisco 7600 with ES+ modules.

Technical Lead CSE (Dec 2011 – Jul 2012): Internal group escalation resource. Drive resolution of extremely complex problems. Engagement across Cisco areas Provided systems/product training both internally and externally.

High touch support for SP customers accross all LATAM countries. Experience working with world-class ISP’s for High level technical support, such as America Movil franchises (Telcel, Claro, Telmex, Embratel), Telefonica across LATAM.Level 3 support for network incidents. Provide solution to customer support request from Cisco partners and customers. Mentoring and instruction of team members. Participating in LAN Switching, Routing, XR and escalation incidents. Reproduction of complex scenarios. Working closely with premium customers (LATAM ISP’s). Provide root cause for the incidents.

• Personalized service to help expedite resolution of network-level issues by a comprehensive knowledge of your network, processes, and business. Provide personalized support to address complex, network-wide problems. Skilled in handling critical network issues, network-level diagnostics and analysis to isolate the root cause of chronic problems and recommend corrective actions to network incidents• Hands-on Cisco routers and switches. Configuration, upgrade and technical problem solution. Configuration and troubleshooting skills for IPSEC LAN-TO-LAN and Remote Access VPN tunnels on Routers, PIX, ASA and Cisco VPN Concentrator. Configuration of NAT, PAT, Port Forwarding on these devices. Experience in WAN and remote access technologies (T1/E1, T3, analog modems, RAS, ISDN BRI/PRI). Experience with ISR, ISR 2G, 7200 and 7500; PIX500 and ASA (firewall); CVPN3000, software VPN client and CPVN3002 HW client (VPN servers). Structured wiring of Ethernet networks. Experience in troubleshooting architecture incidents for all low end, 7500, 7600,10000, GSR Platforms, ASR9k and CRS as well Catalyst switches from low-end up to 4500 and 6500 family. ASA FirePower 5500X, Firepower 2100 and Firepower 4100. NAT, ACL, IPS, VPN/Anyconnect and other security features. Firepower Management Center deployment and management. IGP (EIGRP, OSPF), BGP, MPLS VPN, L2VPN, L3VPN, Netflow, POS, Frame Relay, ATM, PPPoX, QoS for routers and switches. Meraki Switching, Wireless and Firewall configuration and management. VMWare ESXi 5 administration for lab reproduction scenarios. Bash scripting for monitoring and task automation. • Lab administration, planning and maintenance• Viptela SD-WAN training and learning in progress.• Holder of CCIE R&S and Service Provider 29844, CCDP,CCSP; Cisco Firewall Specialist certifications. Cisco Meraki Network Associate (CMNA) and ITIL Foundations V3

Level 2 support for network incidents. Design and implementation of network infrastructure. Support and troubleshooting of network incidents. Documentation of network topologies. Mentoring and instruction of team members. Drive for continuous learning, results orientation and teamwork.

Click to edit position descriptionLevel 2 support for network incidents. Design and implementation of network infrastructure. Support and troubleshooting of network incidents

Cisco Support Engineer for GTAC in Mexico City. WAN, Access, CORE and VPN Solution teamsMay – December 2004: WAN & ACCESS technical support engineer on Cisco products.January - October 2005: WAN & ACCESS Team Lead. Tasks: Coordinated a team larger than 10 members, addressing technical support problems and solutions; Trained a total of 10 engineers in the WAN & Access technologies. November 2005 until June 2006: Technical support engineer in VPN solutions from Cisco.