Marlon Carrillo Email & Phone Number

Costa Rica

• Work in conjunction with 7 leaders managing a group of 100+ TSEs, 9 Escalation engineers, and 3 DMs through vSAN, Storage ESXi, SRM operations, leading to a more cohesive and productive work environment.• Led and mentored a diverse team of employees across 6 different countries, resulting in increased crosscultural collaboration and a more cohesive global support function.• Storage Domain Escalation Manager PoC for all regions during NASA hours of operation• Developed a cross-functional team that can successfully collaborate with other regions during peak season volume• Customer-oriented IT Operations manager accountable for building strong relationships between engineers and clients, partnering to ensure the best possible experience.• Development of both strategic and tactical goals, improvement plans, and future planning, to meet customer needs, internal metrics, and challenges.• Responsible for overseeing different budgets, and optimizing costs for hiring, onboarding, education, morale events, traveling, and equipment.• Enhanced process and procedure creation for support operations adopted as best practice across the organization.• Staff development leading to opportunities and growth for emerging people and technical leaders.• Revamping technical training programs increased employee retention and customer satisfaction, improving operational efficiency and higher revenue.• Consistently met and exceeded KPI’s set by the organization.• Perform monthly 1:1’s with engineers to discuss individual career development plans. • Led a KCS project for the Storage Domain, resulting in an increase in knowledge database documentation, improving customer query resolution, and reducing response time.• Enabled smooth transition from VMware to Broadcom organization by strategically segmenting teams for different customer types.

Costa Rica

• Identify vSAN Storage problems in customer infrastructure via troubleshooting and provide a suitable solution to each situation.• Perform Service Requests reviews to make sure they are in-line with the company documentation policies• Worked with high end demanding companies on performance impacting conditions providing RCAs and recommendations based on the environment they have• Worked with different technologies involving Sysops and NSX-V solutions to help with volume increase during Peak season volume• Worked as a dedicated resource to assist with the KCS project as a Coach and KDE

Costa Rica

• Led initial discussions with AT&T Project Managers, customers, and stakeholders to validate network infrastructure and deliver product presentations for potential acquisitions.• Assessed customer requirements to recommend suitable Riverbed or Cisco equipment.• Prepared comprehensive Bill of Materials (BoM) detailing each device, installation, and configuration costs based on selected equipment.• Directed initial discussions with AT&T customers to define the connectivity, configuration, and management strategies for each device based on location.• Coordinated with Project Managers, clients, on-site engineers, and device management teams to establish project objectives and define roles before, during, and after installations.• Developed detailed instructions for connecting, configuring, and troubleshooting each specified device, including timelines for each activity.• Ensured the highest quality in each device implementation, overseeing all stages of the project to successful completion.

• Led initial discussions with AT&T Project Managers, customers, and stakeholders to validate network infrastructure and deliver product presentations for potential acquisitions.• Assessed customer requirements to recommend suitable Riverbed or Cisco equipment.• Prepared comprehensive Bill of Materials (BoM) detailing each device, installation, and configuration costs based on selected equipment.• Directed initial discussions with AT&T customers to define the connectivity, configuration, and management strategies for each device based on location.• Coordinated with Project Managers, clients, on-site engineers, and device management teams to establish project objectives and define roles before, during, and after installations.• Developed detailed instructions for connecting, configuring, and troubleshooting each specified device, including timelines for each activity.• Ensured the highest quality in each device implementation, overseeing all stages of the project to successful completion.

Aurora, Heredia

• Follow technical cases according to their PPDIOO Lifecycle approach.• Troubleshoot Layer 2 problems including STP, VTP, ARP, DTP, MAC issues, CDP, VLAN and any L2 related condition.• Troubleshoot Layer 3 problems including EIGRP, OSPF, HSRP, VRRP, RIP and most L3 problems.• Complete physical device troubleshooting in order to discard/confirm hardware failures and provide a proper solution based on the device condition.• Perform hands-on fixes at the network level, including installing and upgrading software, implementing file backups, and configuring systems and applications.• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.