Hilda

Support Engineer

Installed and supported automation tools (UFT Developer, UFT Mobile, UFT One) on Linux, Windows, and macOS, diagnosing performance, installation, and recording issues., Conducted log analysis to identify root causes of failed recordings, installation errors, and performance bottlenecks., Performed cybersecurity vulnerability assessments using Fortify and WebInspect; validated Jenkins pipelines and reviewed web recordings to detect security flaws, check the certificate in IIS, check the Fortify is there and is customer has all pre-requirements in IIS., Guide the customer with official Microsoft documentation on configuration and requirements to reproduce or create an environment for the customer, for example: Creating a VNet, creating peering, explaining how S2S configuration works, explaining the configuration of on-premises devices, validating the health of their VPN connections, verifying if they have BGP, verifying if they use NAT, if they have rules in the VNets, etc., Rebundle the client's certificate with Open SSL(Windows)., Delivered advanced support in Microsoft Azure Networking, including VPN (S2S, P2S), subscription management, virtual machine deployment, and Bastion configuration., Troubleshot complex Azure networking issues such as traffic selector errors, policy negotiation with on-premises VPNs, HTTP 502 errors, and connection health monitoring (ExpressRoute / VPN Gateway / Load Balancer)., Assisted customers in both English and Spanish, providing clear technical explanations and documenting solutions to ensure knowledge transfer.

Monitored and responded to incidents in critical security systems (alarms, CCTV, access, communications)., Managed user access rights to bank systems and applications, using internal tools and Excel., Coordinated incident response with internal teams, ensuring compliance with protocols., Provided basic IT and network support for communication and security systems.