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.

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.

• 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.

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.