J

Jeronimo Orona

About

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Support and Operations Professional
California, United States

Timeline

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Résumé

Jobs verified_user 0% verified
  • K
    Technical Services and Implementation Engineer (TSE)
    Kaleyra
    Dec 2016 - Jan 2023 (6 years 2 months)
    Provided exceptional Support and Implementation services at a global Tier-1 SMS aggregator; The link between the top five carrier networks in the US, Tier-2 text messaging SaaS enterprises(e.g.; Salesforce, Twilio, Telesign, Etc.) and Fortune 1000 companies across a broad list of industries. • Managed and supported a series of complex, highly technical (proprietorial) applications and systems in on-prem and multi-cloud platforms. • Performed as a lead implementations engineer for new clients and carriers. Built SMPP bind connections to allow clients to utilize Kaleyra's SMS API Gateway, added client account data to internal Oracle and/or SQL DBs and updated existing code to route production Short Code traffic (SMS, MMS & RCS). • Deliver
  • TigerConnect
    Support and Implementations Engineer
    TigerConnect
    Feb 2016 - Dec 2016 (11 months)
    • Lead Engineer and point of contact for implementation and deployment of the TigerText SaaS product within several of the largest, for-profit Healthcare organizations. • Exclusively requested by Senior Management and Sales teams, where the implementation of larger and strategic organizations are at stake. Engineering of these implementations often include, but are not limited to; AD(Active Directory)/LDAP, API Integration, AMiON, Archiving, EMR/EHR and Paging /Answering Services (SMTP and/or WCTP). • Escalation point and mentor for the Tier 1, Client Care team. Providing technical support in regards to; advanced configuration, user provisioning, training and technical adoption. Producing internal and customer-facing technical documentat
  • Cisco Systems
    Senior Content Security Support Engineer
    Cisco Systems
    Jan 2007 - Jan 2015 (8 years 1 month)
    Excelled at providing award-winning, technical support, during both evaluation and post-sales periods. Promoted to Senior Content Security Support Engineer due to my expertise and level of professionalism in my previous TSE & TSE II roles. • Supported Cisco Email Security Appliance(ESA) customers via advanced troubleshooting of; email delivery, spam, phishing, virus attacks, DLP, DKIM, SPF, TLS, SSL and Envelope Encryption issues. Trained customers as well as team members, in regards to new products and features. • Maintained high CSAT(Customer Satisfaction) ratings alongside high Service Request/ticket count and an impressive MTTR(Mean Time To Repair) • Produced and maintained the team's first globalized Knowledge Base articles, wh
  • m
    NOC Tech II
    main LLC
    Sep 2004 - Feb 2005 (6 months)
    • Handled incoming issues through proprietary CRM • Provided remote hands support/ Tier 1/Tier 2/ Installation of networking devices and media • Cross Connect Auditor/Inventory Controller/Troubleshoot/Run/Terminate Cross Connects • Trained new staff/Team Player/Project leader • Communicated with customers /365 Main staff on issues pertaining to status of relevant issues
  • ATT
    Technical Support Representative II
    ATT
    Jan 2003 - Jan 2004 (1 year 1 month)
  • E
    Technical Support Representative III
    EarthLink Business
    Jan 2000 - Jan 2003 (3 years 1 month)
Education verified_user 0% verified
  • De Anza College
    Associate of Science - AS, Computer and Information Sciences and Support Services
    De Anza College
    Jan 1996 - Jan 1999 (3 years 1 month)