Leonardo - Ingeniero de Redes en Foundever

Amplio conocimiento en TCP/IP, VLANs, Rutas, OSPF, BGP, NAT y DHCP para diseño, implementación y resolución de problemas de redes.

Experiencia en atención y resolución de incidentes técnicos en telecomunicaciones, sistemas de seguridad y soporte de hardware.

Capacidad para liderar equipos de soporte técnico, gestionar escalaciones y mejorar procesos operativos.

Habilidad para identificar rápidamente problemas de red y hardware, realizando análisis de logs y validaciones efectivas.

Provide front-line technical support for Cable Service Provider (CSP) customers.. Perform initial triage, log analysis, and validation of software versions and configurations.. Troubleshoot issues related to network outages and service degradation.. Conduct root cause analysis (RCA) to identify system-level failures.. Handle multiple technical cases simultaneously while meeting SLA targets.. Handled 15–25 cases daily in a high-volume TAC environment. Collaborate with higher-tier engineers for complex issue resolution.

Acted as the primary point of contact for incident creation and management.. Monitored network performance and proactively identified issues.. Troubleshooting connectivity and infrastructure issues in production networks.. Resolved BGP neighbor and routing-related issues, ensuring stable network performance and reliability.. Investigated and documented connection drops, providing detailed reports for faster resolution.. Reduced issue resolution time through detailed diagnostics and escalation. Escalated complex cases to specialized teams, improving resolution times.

Provided technical support for home security systems and connectivity issues.. Assisted customers with device integration and troubleshooting.. Translated technical issues into clear solutions for non-technical users.