Jonathan Luque Email & Phone Number

Colombia

Colombia

Dedicated support team member focused on helping clients to manage their Blackboard learn Account working as a single point-of-contact for all, support issues, project management, documentation and communication activity.Serve as a client’s advocate and act as a liaison to Blackboard/Anthology teams like Product Development, Tier 3, etc.Generate Monthly reports on System Uptime against Contractual SLA, Case Status (opened/closed)

Bogota,D.C., Capital District, Colombia

Assist Cisco LPM in deploying and configuring a Cisco telemtry tool called CSPC into the end customer's Network environment. *Make sure that devices information is collected via SNMP and uploaded to the Cisco Smartnet Portal*Troubleshoot problems with the CSPC server via Linux CentOS CLI, (basic Linux administration)*Basic understanding of deploying OVA/OVF images into VMware. *Access Cisco devices like routers, switches, ASA via CLI to check configuration or configure the… Show more Assist Cisco LPM in deploying and configuring a Cisco telemtry tool called CSPC into the end customer's Network environment. *Make sure that devices information is collected via SNMP and uploaded to the Cisco Smartnet Portal*Troubleshoot problems with the CSPC server via Linux CentOS CLI, (basic Linux administration)*Basic understanding of deploying OVA/OVF images into VMware. *Access Cisco devices like routers, switches, ASA via CLI to check configuration or configure the parameters that allow the CSPC to poll the info from the cisco devices.*Provide coaching and feedback to LPMs in regard SNTC onboarding and adoption procedures. Show less

Bogota,D.C., Capital District, Colombia

*Assist and guide Cisco customers during the Onboarding, Implementation andAdoption phases for new or renewed Software Support for Security EnterpriseAgreements.*Provide an exceptional customer experience by understanding customer’s needsand priorities,*Enabling positive business outcomes.*Identifying Technical, adoption outcomes.*Demonstrate the Value of the services acquired by serving as the main Point ofcontact for the customer, directing them to the right… Show more *Assist and guide Cisco customers during the Onboarding, Implementation andAdoption phases for new or renewed Software Support for Security EnterpriseAgreements.*Provide an exceptional customer experience by understanding customer’s needsand priorities,*Enabling positive business outcomes.*Identifying Technical, adoption outcomes.*Demonstrate the Value of the services acquired by serving as the main Point ofcontact for the customer, directing them to the right administrative or technicalresources.*Explain the benefits of an Enterprise Agreement, how to manage, monitor andgenerate the licenses for their products, as well as generating reports of Licenseconsumption.*Basic technical knowledge about the different security Suites included in the*Enterprise agreement such as NGFW, Any Connect, AMP for Endpoints, ISE,Email Security (ESA/CES), Umbrella, Stealthwatch and CloudLock, Switching,Routing included in SDWAN and DNA Center. Show less

Barranquilla, Atlantico, Colombia

Area: Routing protocols team (7 months)Tasks:Provide High level of configuration and troubleshooting of layer 3 protocols and features in aLocal Area Network such as, ip addressing, Static routing, dynamic routing with OSPF,EIGRP, BGP, Netflow, FHRP, NAT, ACLs, DHCP, DNS. Analyze device performance.Identify the customer's issue and find root cause based on action plans previously defined.Make sure there is no configuration issue prior to an IOS/Software upgrade or… Show more Area: Routing protocols team (7 months)Tasks:Provide High level of configuration and troubleshooting of layer 3 protocols and features in aLocal Area Network such as, ip addressing, Static routing, dynamic routing with OSPF,EIGRP, BGP, Netflow, FHRP, NAT, ACLs, DHCP, DNS. Analyze device performance.Identify the customer's issue and find root cause based on action plans previously defined.Make sure there is no configuration issue prior to an IOS/Software upgrade or devicereplacement, using all available resources like Laboratory recreations research in ciscofiles.Area: Switching team (1 year)Tasks:Provide High level of configuration and troubleshooting of layer 2 features in a Local AreaNetwork such as, VLAN, Trunks,VTP, Ether-channel, Spanning Tree protocol, Port Security,Dhcp Snooping, IOS upgrades. Analyze device performance.Identify the customer's issue and find root cause based on action plans previously defined.Make sure there is no configuration issue prior to an IOS/Software upgrade or devicereplacement, using all available resources like Laboratory recreations research in cisco files.Area: Hardware team (6 months)Tasks:Provide basic hardware troubleshooting to Cisco devices from different platforms, likewireless devices, cisco routers and switches, firewalls.Analyze and diagnose if a device is eligible for a replacement and proceed with the RMAprocess. Make sure that we comply with the customer’s contract Service level agreementguaranteeing the customer will receive the part required in the times specified. Show less