Andrés Gómez MSc Information Security | ITIL | ISO27001 |

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Senior Customer Success Engineer

Trellix (Formerly McAfee Enterprise)

Sep 2021 - Oct 2024 (3 years 2 months)

• Provided technical support for Cybersecurity products including ePolicy Orchestrator (ePO), MVision EPO, Data Exchange Layer (DXL), Threat Intelligence Exchange (TIE), among others. • Assisted customers in patching activities, software updates, and disk changes executed in the application servers. • Attended calls for several vertical products, performing initial diagnosis, creating service requests, and resolving issues. • Delivered hotfixes, patches, and proof of concept (POC) software to end customers to resolve known issues or bug-fixing. • Participated in training of new hires on ePO and McAfee agent, ensuring they understood the technical support processes. • Ensured that all technical support activities adhered to K

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Client Support Specialist

Blackboard Inc.

May 2021 - Sep 2021 (5 months)

As a Client Support Specialist, I provided comprehensive technical support for the Blackboard E-learn platform, addressing customer inquiries and issues through both calls and emails. My responsibilities included ticket creation and resolution for clients across South and North America using Salesforce, while effectively managing technical incidents through tools such as Service Now and Jira. I ensured seamless communication, escalation, and handover of issues among teams located in Brazil, India, Canada, and the US. Additionally, I supported customer tickets and was consistently evaluated by KPIs (Key Performance Indicators), which allowed me to meet performance standards and enhance overall service quality. I also documented internal proc

Product Support Analyst

CSG International

Oct 2019 - Jan 2021 (1 year 4 months)

As a Product Support Analyst, I was responsible for receiving and addressing inquiries related to applications supported for specific products, providing technical support for software dedicated to processing large volumes of data critical to the billing cycle of telecommunications companies. I created tickets via Remedy BMC for troubleshooting issues and retrieving logged incidents for upper-level technical support engineers, applying ITIL 4 methodology best practices throughout the process. My role included monitoring the availability of application servers using SolarWinds and Splunk, and managing technical incidents through various tools such as Remedy, ServiceNow, and Jira, all while adhering to ITIL methodology. I coordinated with cus

Convergent Services Analyst

Grupo Oesia

Jun 2019 - Oct 2019 (5 months)

• Management of Datacenter technologies infrastructure. • Phone support for corporate clients' LAN and WAN networks. • First level technical support for business use tools such as Salesforce, McAfee, Office 365 Suite, among others. • Registration and identification of security events reported by the SOC on the Remedy BMC platform. • Establish communications with the customer in server update tasks, disk changes, patches, and similar activities to coordinate activities inside the datacenter.

Information Security Analyst

Cyxtera Technologies

Jun 2017 - Nov 2018 (1 year 6 months)

• Monitored webpage availability for several customers, ensuring optimal performance and security. • Conducted first-level security event analysis in endpoint applications, identifying potential threats and vulnerabilities. • Performed forensic analysis of security incidents, utilizing skills in Python, JavaScript, HTML, and CSS to investigate code injections. • Escalated potentially malicious injections to the malware analysis team for further investigation and remediation. • Reported security incidents through ticketing tools, maintaining accurate records for future reference. • Elaborated regular reports on findings from analysis tools, leveraging systems engineering expertise to conduct reverse engineering of malicious a

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Technical Support Agent

Jazztel SAS

Mar 2015 - Oct 2016 (1 year 8 months)

As a Technical Support Agent, I provided comprehensive assistance for help desk level calls, focusing on LAN troubleshooting and resolving physical network issues. I efficiently recorded calls and managed inquiries through a ticketing help desk software application, ensuring timely responses to client needs. My role included guiding clients in the installation of ADSL and fiber optics networks and peripherals, adhering to official documentation and knowledge-base resources. I also delivered basic desktop support, assisting with hardware installations such as Ethernet and LAN connections, Windows Wi-Fi settings, VPN configurations, and general computer settings. Additionally, I offered technical support for mobile technologies, addressing co

Andrés Gómez

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