Juan Grajales

Juan Grajales

About

Detail

Pharos support engineer
Colombia
Contact Juan regarding: 
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Full-time jobs
Starting at USD2.6k/month
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Networking

Timeline

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school
Education

Résumé

Jobs verified_user 0% verified
  • P
    L1 support engineer
    Pharos House
    Jan 2023 - Current (3 years 10 months)
    Provided L1 support for Windows-based enterprise software applications to customers in the education and healthcare industries.
    Troubleshot and resolved technical issues related to the installation, configuration, and use of software products.
    Communicated with customers via phone, email, and chat to gather information about the issue and provide timely and effective solutions.
    Escalated complex issues to L2 and L3 support teams and tracked the status of the issue until resolution.
    Maintained accurate records of customer interactions and provided regular updates to customers on the status of their issues.
  • ScaleGrid
    scalegrid
    ScaleGrid
    Jan 2023 - Current (3 years 10 months)
  • ScaleGrid
    L1 support engineer
    ScaleGrid
    Jan 2023 - Current (3 years 10 months)
    A highly motivated and detail-oriented L1 Support Engineer with experience in managing and troubleshooting complex databases and cloud infrastructure in a high-pressure environment. Skilled in database management systems such as PostgreSQL, MySQL, MongoDB, and cloud platforms like AWS, Azure, and GCP.
    Provide excellent customer service by addressing customers' technical issues related to databases and cloud infrastructure.
    Troubleshoot and resolve database-related issues, such as performance tuning, backup and recovery, and data migration.
    Perform database monitoring and alerting, and respond to incidents to ensure high uptime and availability.
    Collaborate with cross-functional teams, including developers and DevOps, to
  • Cyzerg
    Network and voice ip engineer.
    Cyzerg
    Sep 2022 - Feb 2023 (6 months)
    • Experience with Firewalls, Routing, Security, Switching, LAN/WAN design, VPN and technologies (Cisco, Ubiquit and FortiNet/FortiGate).
    • Experience with voice networks, Issabel PBX systems, VoIP protocols and call routing.
    • Proven ability successfully architecting, implement, manage and supporting networks & VoIP infrastructures
    • Projects development.
    • Troubleshooting issues related with ACLs , performance issues , routing protocols etc.
    • Handling of Netgear switches.
    • AWS configuration and troubleshooting.
    • Phone implementation within the cloud.
    • Comply of SLA standards.
    • Failover APP with AWS cloud.
    g networks & VoIP infrastructures
  • Salvatech
    Especialista en TI
    Salvatech
    Mar 2022 - Aug 2022 (6 months)
    Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the
    analysis and resolution of customer issues.
     Experience with building and maintaining databases for query and
    problem tracking
     Experience with windows, LINUX (centos , Ubuntu).
     Able to develop and interpret technical documentation.
     Onboarding process for roster data through SaaS.
     Onboarding data for schools/districts to different API environment.
  • E
    Telemarketer
    Escuela austrolibertaria de economia
    Sep 2021 - Dec 2021 (4 months)
    + engagement over the phone customer offering the different types of educational programs.
    + Follow up customers , build rapport and finally enroll them into the different courses
  • Sykes
    Service Support Engineer
    Sykes
    Jul 2015 - Jul 2017 (2 years 1 month)
    • Knowledge and implementation of topics concerning telecommunications networks such as: Subnetting, Nat, ACLS.
    • Knowledge and implementation of routing protocols such as: EIGRP, RIP, OSPF, IGRP, BGP.
    • Resolution of performance issues such as latency, slowness in a network.
    • Knowledge and troubleshooting of MULTICAST traffic through a network.
    • Knowledge and troubleshooting of LAYER 2 devices.
    • Knowledge of LAYER 2 protocols such as: VTP, SPT, VLANS, TRUNKS, SWICTH PORT ACCESS.
    • Knowledge and resolution of technical problems concerning AAA security.
    • Software upgrade of ROUTERS and FIREWALLS.
    • Resolution of problems of ASA module such as: FIREPOWER, IPS.
    • knowledge of LINUX (red hat and
  • Altum Aerospace
    ALTUM AEROSPACE.
    Altum Aerospace
    Oct 2012 - Sep 2013 (1 year)
    • Receive, study and analyze quotes and budgets according to the requirements.
    • Verify the availability of the budget for carrying out the purchases.
    • Keep control of file of suppliers, purchase orders and quotes received.
    • Check and verify documentation of the quotes.
    • Prepare procurement reports to the administration.
    • Direct contact with suppliers worldwide.
    • Management of EXCEL.
    • Management of the project in its economic impact in the medium and long term.
    • Analysis and preparation of the project for the city of Barranquilla.
  • Sutherland Global Services
    English Agent
    Sutherland Global Services
    Jan 2012 - Jan 2013 (1 year 1 month)
    Customer assistance in Billing info from U.S customers.
Education verified_user 0% verified
  • Universidad Autónoma del Caribe
    Bachelor of Business Administration - BBA
    Universidad Autónoma del Caribe
    Jun 2006 - Dec 2014 (8 years 7 months)