Andersson Nicolás Sánchez Email & Phone Number

• Implement security projects: Firewall, Data Center Security, DDoS Protection, Endpoint Security, Email Security, Antivirus, IDS, SIEM, WAF, and Vulnerability Scanning.• Assit the sales, pre-sales and product engineering teams in the review and approval of security solutions designs.• Assist the project management office in the execution phases of the projects.• Participate in internal and customer kickoffs.• Assist clients gathering necessary technical information (professional services) and provide support in the integration of all new devices and services to their networks.• Perform the pre-staging process and configuration of devices following the best security practices.• Execute the installation and testing of components of each security solution.• Provide support during maintenance windows scheduled for customer migrations or installatios.• Provide customer care services by conducting fault isolation, identification, and resolution of problems during the execution and testing phase of the implementation.• Address post-installation requests.• Document and hand over projects to the operations team.• Provide knowledge transfer to customers and/or other internal teams.

• SOC Operations: Maintain Fortinet firewalls, SIEMs (AlienVault, LogRhythm), McAfee antivirus and anti DDoS (Arbor) ensuring optimal performance.• Incident Response & Support: Quickly resolve security incidents and assist clients during troubleshooting.• Event Analysis: Analyze SIEM, firewall, and antivirus data to identify threats.• Configuration Management: Document and manage security changes, ensuring best practices.• Security Hardening: Regularly strengthen perimeter devices and SIEMs.• Reporting: Create detailed security reports and bulletins.• Vulnerability Management & Assesment: Assess, manage, and remediate vulnerabilities.• Malware Analysis & Threat Intel: Conduct malware analysis, document IoCs, and update feeds.• Abuse Management: Investigate and resolve abuse reports.• Infrastructure Projects: Support security upgrade projects with technical expertise.

• Monitor security infrastructure and SIEM tools (AlienVault, LogRhythm). Log events in the ticketing system, notify clients, and provide follow-up.• Manage and provide first-level support for security incidents, using SIEMs for investigation and evidence handling.• Diagnose and resolve client security service issues.• Receive and log client reports and requests via phone or email.• Create detailed reports on detected incidents.• Escalate to providers if incidents cannot be resolved on time.• Verify SLA compliance and keep client databases updated.

• Manage customer issues (local and regional) via phone/email, ensuring timely responses.• Log each issue in the trouble-ticket system, detailing the problem accurately.• Diagnose and resolve faults in Fortinet devices (firewalls, VPNs, access control) to maintain security.• Escalate to providers or Fortinet support if issues exceed SLA limits.• Create incident reports with analysis and recommendations for improvement.• Keep customers informed on resolution progress.• Monitor SLA compliance and update the customer database.• Investigate complex incidents, ensuring adherence to security protocols.

• SMS and VOIP traffic monitoring.• Online support for customers and troubleshooting of SMS and VOIP technical issues.• Creating, setting and supervision of HTTP, and SMPP one way and 2way interconnections.• Creating, setting and supervision of SIP interconnections.• Network troubleshooting and analysis of live traffic using tools as Wireshark for customers and providers.• Implementation of emergency procedures.• Support external & internal stakeholders in a technical way working for hand by hand with Commercial, IT and Marketing departments assure the best customer experience.• Engage in a 24x7 shifts.