Oswaldo Ochoa Herrera Product Support Specialist 1

Product Support Specialist 1 - CyberSecurity Division

Ziff Davis

Apr 2023 - Current (3 years 5 months)

Provide technical support for enterprise cybersecurity and email-security solutions, including Proofpoint Essentials, VIPRE, Mimecast, Zix, Microsoft 365, and Google Workspace. Troubleshoot complex email-delivery, SMTP routing, DNS, networking, policy, authentication, and security issues involving SPF, DKIM, DMARC, anti-spoofing, malware, spam, and encryption. Take ownership of customer cases from initial investigation through resolution, documenting findings, identifying root causes, and escalating product defects or high-priority issues to engineering and security vendors. Review message headers, delivery logs, bounce-back errors, connector configurations, and security policies to provide clear technical guidance. Communicate with custome

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Technical support engineer -sd

Mphasis Digital Risk Maitland Corp

Nov 2022 - May 2023 (7 months)

Delivered bilingual technical support through ServiceNow, assisting users with system access, Active Directory, authentication, VPN, hardware, software, and network-related issues. Used BeyondTrust Remote Support to diagnose and resolve problems affecting Windows endpoints, virtual machines, printers, registers, payment terminals, and other distributed systems. Troubleshot TCP/IP connectivity, routers, modems, firewalls, routing, switching, VPN connections, and SQL Server-related issues. Took ownership of incidents from initial investigation through resolution or escalation, documenting troubleshooting steps, technical findings, business impact, and next actions clearly.

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Technical Support Engineer

WYDE Corporation Mphasis

Nov 2022 - Apr 2023 (6 months)

Delivered bilingual support through ServiceNow, Active Directory, BeyondTrust Remote Support, VPN tools, virtual machines, POS/peripheral systems, and analytics tools. Troubleshot networking hardware and software, including routers, modems, TCP/IP, firewalls, routing, switching, and SQL Server Management Studio.

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Help Desk Analyst

HCL Mexico S de RL

Sep 2021 - Aug 2025 (4 years)

Provided bilingual technical support to users through ServiceNow and Maximo, troubleshooting Microsoft 365, Active Directory, Azure administration tools, SAP, account access, authentication, and distribution-group issues. Created, modified, and troubleshot user and directory accounts while handling service requests from initial diagnosis through resolution or escalation. Supported Windows desktops, printers, VPN connections, proxy settings, web services, and general hardware and software issues. Documented troubleshooting steps, customer communications, business impact, and resolution details to ensure accurate ticket management and a positive user experience.

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Support Analyst

HCL Technologies Mexico

Sep 2021 - Oct 2022 (1 year 2 months)

Provided bilingual support through Maximo and ServiceNow for Microsoft support, Office 365 distribution groups, Active Directory, SAP, Azure Admin tools, and account administration. Configured web services, printers, desktops, VPN, and proxy settings while documenting troubleshooting steps and customer updates.

Customer Service Representative

Helpware

Sep 2020 - Jun 2022 (1 year 10 months)

Provided customer support through phone, email, and chat, assisting customers with account, service, and product-related questions. Investigated concerns, identified appropriate solutions, documented interactions, and escalated complex cases to the appropriate teams. Managed multiple customer requests while meeting response-time, quality, productivity, and customer-satisfaction expectations. De-escalated difficult situations through clear communication, empathy, and professional problem-solving. Collaborated with internal teams to resolve recurring issues and deliver a consistent customer experience.

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Help Desk Support Specialist

TATA

Jun 2019 - Sep 2020 (1 year 4 months)

Oswaldo Ochoa Herrera

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