Carlos Yahir Ramirez Huerta Email & Phone Number

San Francisco, California, Us

• Provided high-level technical support for complex network issues, specializing in wireless, security, and cloud-managed networking solutions.• Diagnosed and resolved escalated customer concerns, leveraging deep product knowledge and troubleshooting expertise to ensure optimal network performance and reliability.• Acted as a mentor to junior engineers, sharing best practices and technical knowledge to enhance team capabilities and improve overall service quality.• Collaborated with product and engineering teams to identify trends in customer issues, providing feedback that contributed to product improvements and enhanced user experience.• Developed and delivered training sessions and technical documentation for internal teams and customers, fostering a culture of knowledge sharing and continuous improvement.

Sunnyvale, Ca, Us

• Provided pre-sales technical expertise, working closely with sales teams to design and propose tailored network security solutions for clients across Mexico.• Conducted in-depth technical presentations and product demonstrations, showcasing Fortinet’s firewall, wireless, and security solutions to prospective customers.• Designed and optimized network infrastructures, aligning solutions with customer requirements for performance, scalability, and security.• Collaborated with cross-functional teams to address complex technical needs and ensure seamless integration of Fortinet products into diverse network environments.• Played a key role in influencing sales by translating complex technical features into business benefits, helping clients understand the value of Fortinet’s offerings.

Sunnyvale, Ca, Us

• Led the resolution of escalated network issues, providing advanced troubleshooting and expert-level support for complex challenges in wireless, security, and firewall systems.• Served as a subject matter expert for critical cases, collaborating with engineering and product teams to address root causes and implement long-term solutions.• Ensured timely and efficient problem resolution by managing escalations from frontline support, reducing downtime, and enhancing customer satisfaction.• Developed and delivered detailed technical documentation, solutions, and best practices to improve internal knowledge-sharing and customer self-service resources.• Played a pivotal role in product improvement by providing feedback from escalations and helping to drive enhancements in network security technologies.

Sunnyvale, Ca, Us

• Provided expert technical support for Fortinet’s networking solutions, focusing on diagnosing and troubleshooting issues related to firewalls, security systems, and wireless technologies.• Worked directly with customers to resolve a wide range of network problems, ensuring optimal performance and security for their infrastructures.• Delivered detailed, step-by-step guidance to clients, empowering them to effectively manage and maintain their network environments.• Collaborated with cross-functional teams, including engineering and product development, to address recurring issues and implement continuous improvements.• Contributed to knowledge-based articles and technical documentation to streamline support processes and enhance customer self-service capabilities.

Mx

• Designed and implemented robust security solutions for government clients, ensuring compliance with national security standards and regulations.• Conducted comprehensive security assessments and risk analysis to identify vulnerabilities within client systems, recommending and deploying appropriate mitigations.• Collaborated with cross-functional teams, including IT and network engineers, to integrate security measures into existing infrastructure and enhance overall system resilience.• Provided technical support and training to government personnel on security protocols and best practices, ensuring effective use of security systems.• Served as a key liaison between government clients and internal stakeholders, ensuring clear communication and alignment on project goals and security requirements.

Guadalajara, Jalisco, Mx

• Led the deployment and configuration of network infrastructure for clients, ensuring the successful integration of innovative technology solutions tailored to their specific needs.• Conducted site surveys and assessments to design optimal network layouts, addressing performance, scalability, and security requirements.• Collaborated with project managers and cross-functional teams to develop and execute project plans, ensuring timely and within-budget implementation.• Provided on-site and remote technical support during installation phases, troubleshooting issues, and ensuring seamless network connectivity.• Delivered training and documentation to clients, empowering them to manage their network systems effectively and efficiently post-implementation.

Master'S Degree, Information Technology Management

Telematics Engineer, Telematics Engineer