Robert Aznar

Support Manager

Soutec US

May 2025 - Current (1 year)

As Support Manager I lead and oversee our telecommunications, infrastructure, and IT support departments. My core responsibilities include managing both technological and human resources to ensure the highest quality of service delivery. Upholding and exceeding Service Level Agreements (SLAs), driving continuous improvement in our support processes, and fostering strong client relationships.

Support Coordinator

Soutec LLC

Oct 2023 - May 2025 (1 year 8 months)

Responsible for coordinating and managing the delivery of technical support to customers, in accordance with service manage contracts and service managed administration principles. This includes troubleshooting and resolving customer issues, escalating complex issues to the appropriate technical team, providing training and support to customer support representatives, developing and maintaining customer support documentation and procedures, and tracking and analyzing customer support data to identify areas for improvement. I am also involved in the development and implementation of new service manage contracts, service managed administration processes, and CRM strategies, to ensure that customers receive the best possible support experience

Technical Leader, Networking and Security Department

Soutec LLC

Mar 2023 - Oct 2023 (8 months)

Responsible for leading a team of network and security engineers in the design, implementation, and maintenance of the company's network infrastructure and security systems. Responsabilities: • Lead the team in the design, implementation, and maintenance of the company's network infrastructure and security systems. • Work with other departments to ensure that the network and security meet the needs of the business. • Stay up-to-date on the latest networking and security technologies and trends. • Mentor and develop junior network and security engineers. • Represent the department on cross-functional teams. • Ensure compliance with industry regulations. • Act as a single point and Main Escalation Contact • Establish service delivery document

Security Team Lead

Soutec LLC

Oct 2022 - Mar 2023 (6 months)

Responsible for overseeing the security operations of an organization. This includes leading a team of security professionals, developing and implementing security policies and procedures, and responding to security incidents. Some of my responsabilities as a Team lead follows stay up-to-date on security trends, respond to security incidents, represent the organization at security conferences and events, recruit and hire new security staff, evaluate and manage the performance of security staff, development opportunities with different vendors.

Service Delivery Manager

Telecom District

Jan 2022 - Sep 2022 (9 months)

Manage, plan, and coordinate with customer satisfaction with the following responsabilities: • Act as a single point and Main Escalation Contact • Actively help in every support related request or concern raised by our customers • Establish service delivery documentation • Good knowledge of organizational effectiveness and operations management • Provide technical guidance, planning, and work direction to service delivery people • Developing and integrating processes, short and long-term planning. • Fielding incident management process reporting, root cause determination and corrective actions. • Monitoring the KPI to evaluate the effectiveness of the operational activity. • Participate in the sales cycle when requested to gather requiremen

Implementation and Support Engineer

Soutec LLC

Dec 2017 - Dec 2021 (4 years 1 month)

Implementation and support engineer doing the following tasks: • Incident attention for many customers around LATAM • Working with Cisco Technologies such as: • Cisco ISR, ASR, NX-OS, IOS-XR, Catalyst Switches • ASA Firewalls, Firepower Threat Defense (FTD) • Advanced Malware Protection (AMP) • Checkpoint Firewalls • Umbrella • Cisco Meraki (MS, MX, MR, MG) • CES (Cloud Email Security) • WSA (Web Security Appliance) Working with Fortinet Technologies such as: • Fortigate, FortiSwitch • Forticlient • FortiManager (Virtual and Appliance) • FortiAnalyzer (Virtual) • FortiCloud Monitoring tools: • PRTG • SolarWinds • WhatsUp gold • Zabbix • Wireshark • Nessus Professional • Vmware ESXi, Vmware Workstation, Virtual Box • SIEM Tools As a security

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Support Coordinator

Vensein CA

Oct 2016 - Nov 2017 (1 year 2 months)

Working with network infrastructure (Structure Cabling) for CCTV and SCA solutions, focused on security measures for access controls. Working with following technologies: • Cisco ASR, ISR, Catalyst Switches, ASA Firewalls • Dynamic protocols such as OSPF, EIGRP, RIP. • Vivotek • Motion Sensors • Arquero software • Chiyu Technologies • Instrusion systems for physical security • Social Engineering • Linux servers Also supervision for projects that involves deployment of every physical security solutions mentioned above.

Field Engineer

DESCA

May 2014 - Oct 2016 (2 years 6 months)

• Support engineer Level 1 • Working with Cisco Technologies (Routing and Switching) • MPLS • Metro-Ethernet • Radio Base • CCTV • Windows Server 2008, 2008 R2 • Windows Server 2012, 2012 R2 • Active Directory • KVM • Linux Servers

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