Maria Manrique

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Technical Support Engineer P3

Fortinet Colombia SAS

Jan 2022 - Current (4 years 7 months)

• Resolved 200+ monthly cases by telephone, email, chat or remote diagnostic tools, achieving the SLAs and the average resolution time. • Provided time-critical support for enterprise clients, ensuring system availability and minimizing downtime. • Delivered configuration and upgrade assistance that improved client satisfaction ratings. • Document case notes with problem details and troubleshooting data in the company's issue tracking system. • Elaborate public technical guidance documents based on daily resoled cases.
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Software Support Engineer

SQL Databases and Systems, Command Alkon

Mar 2021 - Jan 2022 (11 months)

• Troubleshooting SQL databases and Windows based Command Alkon's Proprietary products. • Provided support and resolutions to data reporting issues in Command Alkon's software. • Trained customers in how to use and customized the software app. • Address client inquiries by providing tailored solutions to meet specific design and functionality customization requirements of the tools.
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Support Engineer

Sykes S.A.S (Cisco TAC)

Sep 2016 - Mar 2021 (4 years 7 months)

• Provided support for Cisco UCS servers, resolving hardware/software issues and reducing escalation rates. • Provisioning initial configuration for Cisco UCS C-series and B series servers (High Availability, RBAC, Service profiles, resource pools and templates). • Conducted VMware installation, configuration and networking troubleshooting, improving system performance for enterprise clients. • Support integration between UCS and Nexus switches ensuring HA and proper connectivity with upstream devices, storage networks, etc. • Trained and mentored new engineers on Cisco UCS technologies, enhancing team productivity. • Responsible for queue managing and workflow assignments.

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