Juan Arango Email & Phone Number

Toronto, On, Ca

Canada

• Diagnose reported network issues by the customer over the Aruba and Cisco platforms• Perform requested configurations from the customers on the network devices.• Monitoring and coordinating the Support Center operations to meet the SLAs• Improving agent efficiency to meet SLAs• Conduct monthly reviews with all direct reports on an individual basis• Hold agents accountable for failing KPIs• Ensure established guidelines are followed to provide quality service to customers• Assist in the development and continual improvement of a high-performing team• Enforce KPIs following individual and departmental performance requirements• Respond, manage, and own escalations from all levels of the organization as well as external clients; verbal and written• Manage corporate clients with the assistance of GRA and Brand Managers• Managed and mentored a team of approximately 5 level 2 and 3 engineers, focusing on training, performance evaluations, and management, contributing to the development of a high-performance team• Create, Update, Resolve, or Escalate incidents according to company policies and SLAs• Write Incident reports with detailed lessons learned• Create CSIPs and follow up with individuals when required• Assess risks and issues, ensuring appropriate action is taken to mitigate/resolve escalations• Other duties as assigned by managers

Development of eLearning modules for the company's customers.Reviewing and editing modules content for grammar, spelling, and punctuation.Editing modules for flow, structure, style, clarity, and consistency.Meeting assigned deadlines.Posting of content on client servers and/or websites for comments.

Colombia

• Led the design and implementation of IPv6 on the company's Cisco network, demonstrating advanced skills in dynamic routing protocols like BGP and OSPF.• Crafted and executed network security solutions using Firewalls, switches, and routers, enhancing the security infrastructure for a range of company clients.• Managed and mentored a team of approximately 5 level 1 engineers, focusing on training, scheduling, performance evaluations, and management, contributing to the development of a high-performance team.• Conducted thorough market research and competitive analysis, driving product strategy development.• Maintained robust relationships with vendors and suppliers to ensure top-quality services and cost-effective • Innovated by automating daily tasks with Python scripts, improving operational efficiency and process accuracy.• Served as a key pre-sales engineer for both on-premises and cloud network security solutions, ensuring customer satisfaction and aligning solutions with client needs.• Excelled in responding to customer requests and inquiries via telephone and email, resolving problems effectively and in compliance with the company's Service Level Agreements.• Provided specialized network security training to new employees across sales and IT departments, enhancing overall company competency in security practices.

Cali, Valle Del Cauca, Colombia

• Configured and implemented a variety of networking appliances, including routers, switches, radios, access points, and firewalls, enhancing network performance and security.• Pioneered the integration of new cybersecurity equipment into the company's portfolio, demonstrating foresight and leadership in enhancing organizational security measures.• Developed user manuals for the engineering department and conducted staff training sessions, contributing to team capacity building and knowledge sharing.• Provided high-quality Level 1 Helpdesk support, resolving a wide range of customer queries and technical issues, thereby boosting customer satisfaction and trust.• Conducted fieldwork for the maintenance and installation of network infrastructure, showcasing hands-on skills and a strong understanding of practical network operations.• Managed networking equipment inventory and performed maintenance and repairs.

Bachelor Of Engineering - Be, Electrical, Electronics And Communications Engineering, Electronic Engineer

Activities and Societies: IEEE

College Diploma, Computer Programming, 3.9/4.0