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Jafeth Sáenz Guido
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San José, San José Province, Costa Rica
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Résumé
Jobs
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Technical Support Agent II — Client Dedicated SupportFoundeverJan 2024 - Jan 2026 (2 years 1 month)• Provided advanced technical support for network-connected collaboration infrastructure supporting executive stakeholders. • Performed proactive monitoring and incident response activities, resolving service-impacting issues before end-user disruption. • Diagnosed packet loss, endpoint outages, connectivity failures, and wireless performance issues through log analysis, Control Hub diagnostics, and command-line troubleshooting. • Investigated VPN, networking, and infrastructure-related incidents impacting business-critical communications. • Maintained detailed technical documentation including troubleshooting findings, corrective actions, and root cause analysis. • Collaborated with engineering teams by preparing escalation packages contai- Technical Support Agent II — Enterprise Collaboration (Tier 2 / Escalations & QA)FoundeverJan 2019 - Jan 2024 (5 years 1 month)• Resolved complex escalated incidents involving Webex Meetings, Webex App, Webex Calling, Hybrid Services, and TelePresence environments. • Resolved more than 95% of escalated incidents without engineering intervention through advanced troubleshooting and root cause analysis. • Conducted approximately 10 quality audits per week focused on troubleshooting methodology and documentation standards. • Trained and mentored more than 30 support engineers through onboarding, shadowing, and nesting programs. • Maintained QA performance above 85% while supporting continuous service improvement initiatives. • Developed standardized communication templates that improved support efficiency and consistency.
- Technical Support Agent I — Customer Support (Tier 1)FoundeverDec 2015 - Jan 2019 (3 years 2 months)• Supported Cisco TelePresence endpoints, immersive conferencing systems, and network-connected collaboration technologies. • Supported IX5000 immersive systems, MX Series, SX Series, DX Series, Jabber, and large conference room deployments. • Diagnosed endpoint registration failures, connectivity issues, media quality degradation, and interoperability challenges. • Delivered remote troubleshooting support for Windows, macOS, iOS, and Android environments. • Closed more than 100 technical cases in a single month while maintaining service quality standards. • Received multiple Employee of the Month recognitions for technical performance and customer impact.
Education
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- Cisco CCNA Routing & Switching (Modules 1–3)Cisco Networking AcademyJan 2014 - Jan 2015 (1 year 1 month)Completed Cisco CCNA Routing & Switching Modules 1–3 covering networking fundamentals, TCP/IP, routing and switching concepts, subnetting, network troubleshooting, router and switch configuration, VLANs, DHCP, DNS, and basic network security. Included hands-on laboratory exercises and practical network configuration scenarios.
- Technical Degree — Computer Equipment Repair, Maintenance & TroubleshootingColegio Vocacional Monseñor SanabríaJan 2013 - Dec 2015 (3 years)Technical vocational program focused on computer hardware repair, preventive and corrective maintenance, operating systems, networking fundamentals, troubleshooting methodologies, and IT support. Included hands-on training in PC assembly, diagnostics, hardware replacement, system configuration, and customer service.
Projects (professional or personal)
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- SSemantic Search Proof of ConceptSelf-DirectedMay 2026 - Current (3 months)• Currently building a semantic search prototype using vector embeddings and Qdrant Cloud, indexing and retrieving unstructured data through similarity search workflows. Exploring core concepts behind Retrieval Augmented Generation (RAG) systems and AI-powered search applications.
- SRedis Infrastructure LabSelf-Directed, RedisApr 2026 - Current (4 months)• Built hands-on experience with Redis deployment models, persistence mechanisms, clustering, benchmarking, sharding strategies, and high-availability architectures through self-directed lab environments and technical coursework.
- SAPI Exploration — REST FundamentalsSelf-DirectedApr 2026 - Current (4 months)• Currently building and testing REST API calls (GET/POST/PATCH) using public APIs, reading response structures, and debugging error codes — directly applicable to troubleshooting system integrations, application behavior, and data exchange workflows.
- SLinux & Infrastructure LabCodecademy, Self-DirectedApr 2026 - May 2026 (2 months)• Built hands-on experience with Linux administration, networking fundamentals, system troubleshooting, and command-line operations through self-directed lab environments and technical coursework.