Alvaro Galeano
About
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Costa Rica
Contact Alvaro regarding:
work
Full-time jobs
Starting at
USD3K/month
Flexible work
Starting at
USD15/hour
Timeline
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Résumé
Jobs
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- Principal Network EngineerTTEC DigitalJul 2024 - Current (9 months)− Designing and implementing advanced service provider network solutions to support
customer segmentation on a virtualized cloud platform.
− Working with the storage and virtualization team to ensure the underlying network can support future
growth and security.
− Training support resources for operations
− Owning the process to establish network connectivity with new customers using a variety of network
connectivity methods.
− Providing technical knowledge and problem-solving skills to support complex network issues
− Communicating effectively with large enterprise customers and small businesses.
− Interacting with Security and Compliance teams to ensure the solution conforms to corporat - Senior Network EngineerSyscoApr 2023 - Jan 2024 (10 months)• Designs, oversee implementations, assist with troubling shooting outages, maintain highly advanced network
strategies to meet a broad spectrum of business requirements
• Partner with 3rd party teams and managed service providers
• Make recommends of advanced solutions which include both hardware and software
• Design, implement, maintain, recommend, and support local and remote portions of the Sysco enterprise
network.
• Creates and maintains detailed project plans, scopes of work, network diagrams, and other technical
documentation of the enterprise network.
• Provide timely project status updates to customers, PMO Teams, and management.
• Performs operational tasks with Remedy ticket suppo - DSenior Network EngineerDHL IT ServicesJul 2021 - Apr 2023 (1 year 10 months)• I coordinate and lead incident resolution for Telecom infrastructures
• I gather information from internal/external customers during incident resolution.
• I am responsible for the resolution of business-critical incidents by providing interim
and permanent technical solutions by addressing the root cause
• I resolve and diagnose incident trends and network capacity to enable the correct
capacity planning and capabilities of existing infrastructure, to meet business
demand
• I automate network administration tasks by using scripting languages such as bash
shell & python - TS Regional EngineerGbmJun 2020 - Jul 2021 (1 year 2 months)• I provided support to all network equipment, the infrastructure of GBM,
and Data Centers.
• Responsible for Network equipment access administration, configuration, and
troubleshooting
• Coordination with Service Providers
• Maintenance of network equipment (Cisco)
• Followed security configuration policies for network equipment
• VMware NSX Implementation, Configuration, and Administration
• Cloud Services (VMware vCloud Director) - Private Cloud - Network Virtualization EngineerVMwareMar 2019 - May 2020 (1 year 3 months)• Own and drive the customer experience throughout the lifecycle of a Service
Request.
• Resolve technical issues through diligent research, reproduction, and
troubleshooting
• Mentor and deliver training to other technical staff in Network troubleshooting
topics.
• Participate in testing alpha and beta products and provide feedback to
Engineering.
• Take on problems and engage with NSX Engineering - Technical Support EngineerVMwareAug 2017 - Mar 2019 (1 year 8 months)• Respond to customer inquiries, primarily by telephone and e-mail
• Work flexible schedules, which may include evenings, weekends or holidays
• Resolve customer technical issues through diligent research,
reproduction, and troubleshooting - FITIL Process ControllerFujitsu ConsultingApr 2015 - Mar 2016 (1 year)Support the line managers with reporting, make sure that the service level agreement of the account is being fulfilled. Support the agents when they are not sure about the procedures, answer escalations from the client by email, as well over the phone, work on the queue (emails and calls) if interactions are waiting, assist the customers and work on their cases if they request a priority or they are not satisfied with the service, make sure that I follow up the CSATs or voice of the customer in order to improve or address the main end user concerns, provide refresher training about new processes, perform QA evaluations, coach the agents to improve their customer service skills and knowledge about our business.
- Service Desk AgentFujitsuSep 2013 - Apr 2015 (1 year 8 months)• Business awareness - develop an understanding of customer's environment to enable excellent service delivery
• Problem-solving - take ownership of basic technical customer problems by asking relevant questions and resolving typical problems. Escalate more complex issues to second-line agents as necessary.
• Process - record actions are taken to resolve customer problems using established processes and systems.
• Service level - monitors performance through statistical reporting and analysis
• Team working - be a team player viewed by colleagues as helpful and effective. - Customer Service RepresentativeStarTekJan 2013 - Sep 2013 (9 months)The main role of the position was oriented to Customer Service for a Cable, Internet and Telephone provider (Comcast) , I helped customers from the United States over the phone with issues with their bills, installation appointments, technical problems with the service, provide information about new products, answer general questions, up sales and retention.
- ACustomer Service AgentAegis GlobalOct 2012 - Dec 2012 (3 months)I provided customer service to customers located in the United States and Canada supporting the client website which is called Shutterfly (https://www.shutterfly.com) that was used by the customers to create products with pictures like photo books, cards, mugs, etc. I always had the option to grant a resolution for the customer since the company or the client was a hundred percent oriented in the customer satisfaction then we had a lot of tools and ways to leave our customers happy. We helped the customers to understand the website, work on the projects like creating photo books, adding ornamentation to their pictures, place orders, check order status, quest
Education
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- LCybersecurity SpecializationLead UniversityJan 2018 - Dec 2019 (2 years)Skills: Vulnerability · Identity & Access Management (IAM) · Application Security
- UVCA (Vmware Certified Associated, VMware vSphere: Install, Configure, Manage (V6.0)Universidad CenfotecJan 2017 - Dec 2017 (1 year)
- CCNA Security 210-260, Networking SecurityUniversidad NacionalJan 2016 - Dec 2016 (1 year)
- UCCNA R&S 200-125, NetworkingUniversidad Politécnica Internacional Costa RicaJan 2015 - Dec 2015 (1 year)