I am a Senior Technical Support Specialist with more than 20 years of experience in IT infrastructure, networking, cybersecurity, and enterprise technical support. I specialize in resolving complex, high-priority issues through structured troubleshooting, triage, and root-cause analysis.
I have more than four years of SaaS support experience assisting U.S.-based customers with operational, payroll, scheduling, inventory, and accounting workflows. I am experienced in delivering support through chat, phone, and email while managing large case volumes and meeting service-level commitments.
I have designed, administered, and secured multi-client infrastructure environments, including firewalls, VLANs, routing, wireless networks, endpoint protection, public-facing services, and high-availability solutions. My hands-on background includes Fortinet, Cisco, Meraki, Juniper, Palo Alto, Windows Server, Linux, Microsoft 365, and Active Directory.
I communicate professionally in English at a C2 level and use it daily for technical documentation, vendor coordination, and customer-facing support. I am comfortable translating technical issues into clear solutions for both technical and non-technical users.
I have also served as an escalation point and mentor for junior technicians, collaborating with internal teams, ISPs, vendors, and customers to resolve production issues. I bring a solution-driven approach, strong attention to detail, and a commitment to knowledge sharing and continuous improvement.
