Ricardo Ahumada Email & Phone Number

Santiago, Santiago Metropolitan Region, Cl

Chile

Santiago, Santiago Metropolitan Region, Chile

In my current role I have the privilege of supporting the vibrant and innovative world of open-source software, specifically focusing on Fluent Bit. Fluent Bit is a critical component in the realm of log and metrics processing, serving as a liaison for countless organizations worldwide.Responsibilities and Achievements:Open Source Advocacy: I champion the principles of open source, contributing to the development and maintenance of Fluent Bit. Customer-Centric Support: I serve… Show more In my current role I have the privilege of supporting the vibrant and innovative world of open-source software, specifically focusing on Fluent Bit. Fluent Bit is a critical component in the realm of log and metrics processing, serving as a liaison for countless organizations worldwide.Responsibilities and Achievements:Open Source Advocacy: I champion the principles of open source, contributing to the development and maintenance of Fluent Bit. Customer-Centric Support: I serve as the primary point of contact for customers, ensuring their success with Fluent Bit. My expertise allows me to troubleshoot technical challenges, provide guidance, and swiftly resolve issues to enhance customer satisfaction.Advanced Linux Proficiency: My role demands advanced Linux skills, from troubleshooting permissions, file systems, resources, users, etc. to guiding our customers during remote sessions and reproducing issues in our test environments. This proficiency enables me to tackle complex challenges efficiently.GitHub Collaboration: I actively engage with the open-source community through GitHub, addressing public issues, participating in discussions, and contributing to project documentation. worldwide.Knowledge Sharing: I am committed to knowledge sharing within the team, meticulously documenting issues and resolutions. This commitment strengthens our collective expertise and promotes continuous learning.Technical Communication: My ability to communicate complex technical concepts clearly and effectively sets me apart. Prioritization and Urgency: I excel in prioritizing tasks/calendars and evaluating situational urgency, maintaining a calm and professional demeanor under pressure. My role as a Senior Support Engineer supporting Fluent Bit is not just about providing technical assistance; it's about contributing to the open-source community, fostering collaboration, and helping organizations harness the power of this indispensable technology. Show less

Santiago, Santiago Metropolitan, Chile

I played a pivotal role in delivering top-tier technical support to customers across demanding industries. My primary focus was on the Jira and Confluence product suites, where I gained extensive knowledge and practical expertise in their applications for daily operations. My commitment to excellence consistently earned five-star ratings for outstanding support.Achievements and Responsibilities:Provided expert technical guidance and support to customers, serving as a subject… Show more I played a pivotal role in delivering top-tier technical support to customers across demanding industries. My primary focus was on the Jira and Confluence product suites, where I gained extensive knowledge and practical expertise in their applications for daily operations. My commitment to excellence consistently earned five-star ratings for outstanding support.Achievements and Responsibilities:Provided expert technical guidance and support to customers, serving as a subject matter expert and the main point of contact for their inquiries and concerns.Leveraged deep and broad technical knowledge to address critical technology areas and customer groups, ensuring seamless operations and customer satisfaction.Played a proactive role in issue prevention and resolution, minimizing downtime and ensuring rapid incident resolution.Conducted comprehensive troubleshooting, gathered diagnostics, reproduced problems, diagnosed faults, and escalated software change requests to the Atlassian Product Engineering team.Led Customer Expectation management as part of the escalation process, ensuring customer needs and expectations were met.Excelled in debugging problems using standard troubleshooting tools, identifying workarounds, and building effective test cases.Collaborated seamlessly with development teams to replicate and demonstrate issues, facilitating quicker resolution.Maintained excellent communication with customer technicians and management, ensuring a transparent and supportive partnership.Acted as a technical expert representing the company in customer interactions, sharing knowledge in my area of expertise.Contributed to customer loyalty by serving as a trusted advisor, offering insights to enhance their experiences.Partnered effectively with cross-functional teams to provide solution advice, proposals, presentations, and other customer communications. Show less

Chile

Global Support for customers around the globeAs a dedicated Support Engineer with Neuvector, I was privileged to serve as the critical bridge between our enterprise customers and the cutting-edge world of Neuvector features. My primary mission was to ensure that our customers experience the utmost satisfaction with our products by swiftly identifying and resolving technical issues, no matter how complex.Another task of this role was to make customers happy while helping them protect… Show more Global Support for customers around the globeAs a dedicated Support Engineer with Neuvector, I was privileged to serve as the critical bridge between our enterprise customers and the cutting-edge world of Neuvector features. My primary mission was to ensure that our customers experience the utmost satisfaction with our products by swiftly identifying and resolving technical issues, no matter how complex.Another task of this role was to make customers happy while helping them protect their network or Kubernetes-native applications from pipeline to production. I worked with Product Management and engineering to provide feedback on current and new feature issues.I worked with EMEA’s Solution Engineer to provide input about current issues to develop and improve our current solution. Provided technical and sales support for accounts and prospects in the LATAM region. Show less

Lake Forest

As a Senior Technical Engineer at Panasonic Avionics Corporation, I played a vital role in optimizing the performance of American airline customers' fleets. I excelled in improving SLAs and troubleshooting issues within the Global Communication Suite and In-Flight Entertainment systems. Additionally, I supported and maintained Linux-based systems on numerous aircraft, enhancing GUIs, and training end-users. My expertise in big data analytics aided in resolving network and satellite connectivity… Show more As a Senior Technical Engineer at Panasonic Avionics Corporation, I played a vital role in optimizing the performance of American airline customers' fleets. I excelled in improving SLAs and troubleshooting issues within the Global Communication Suite and In-Flight Entertainment systems. Additionally, I supported and maintained Linux-based systems on numerous aircraft, enhancing GUIs, and training end-users. My expertise in big data analytics aided in resolving network and satellite connectivity issues. I actively contributed to SLA enhancement through data analysis, led regional training initiatives, and managed knowledge creation. Proficient in Salesforce and ServiceNow, I streamlined ITSM and CSM modules. My on-site visits and hands-on support ensured the smooth operation of systems. In my role as an Enterprise Engineer for LATAM accounts, I facilitated the resolution of technical issues, prioritizing customer satisfaction. My commitment to advancing aviation technology and delivering top-tier support underscores my dedication to excellence in the field. Show less

Worldwide technical support to Oracle / Sun customers on different hardware platforms (hardware and software).I received the certification for all SPARC T-Series Servers. Also worked on the Santiago's lab as System Administrator.During my time in ORACLE I have participated in different projects to improve service delivery quality. I have participated as instructor for almost all the member of the Santiago's SPARC Team.Technical Knowledge===============T3… Show more Worldwide technical support to Oracle / Sun customers on different hardware platforms (hardware and software).I received the certification for all SPARC T-Series Servers. Also worked on the Santiago's lab as System Administrator.During my time in ORACLE I have participated in different projects to improve service delivery quality. I have participated as instructor for almost all the member of the Santiago's SPARC Team.Technical Knowledge===============T3 & T4 ServersUltraSparc T2/+ (Niagara 2/Victoria Falls): T5120/T5220 T5140/T5240 T5440Workgroup Servers: UltraSPARC 3i (Jalapeno): V210/V240 V215/V245UltraSparc T1 (Niagara): T1000 T2000 Show less

Software developer and multiple IT solutions including project developing and implementations.During my job on this company, I have developed different types of software, including GPS Monitoring System for logistics department.

Technical support over 450 users from Vice-presidential Corporative projects, Sub-coordinator of technological renovation in all departments

Computer Sciences, Gestión De Proyectos, Bachelor

Computer Science, Not Achieved

Ingeniería En Informática Aplicada