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