I am an Electronic Engineer with more than eight years of experience supporting IT infrastructure, telecommunications networks, service quality, and incident management.
I have worked with LAN, WAN, SD-WAN, WLAN, satellite connectivity, network monitoring, and technical support processes. My work focuses on maintaining service availability, diagnosing incidents, resolving requests, and escalating complex issues effectively.
I have experience supporting enterprise clients and critical projects in organizations such as WFP, Sencinet, Claro, IBM, and public-sector election operations. I am familiar with ITIL-based service management, reporting, customer communication, and coordination with internal teams, vendors, and providers.
My technical background includes Cisco and Aruba network environments, Fortinet and Juniper firewalls, DHCP services, Polycom, Cisco Call Manager, Skype for Business, Trend Micro Apex One, and endpoint and network security activities.
I hold certifications in CCNA Routing and Switching, ITIL 4 Foundations, Scrum Master, Cybersecurity Foundation, and Fortinet NSE 3. I am committed to continuous improvement, vulnerability mitigation, business continuity, and timely incident response.
I am a collaborative and responsible professional with strong interpersonal skills, a customer-service mindset, and the ability to work under operational pressure while ensuring quality and compliance in assigned responsibilities.
Ensured the operation and availability of technology infrastructure, diagnosing and resolving incidents and service requests related to nationwide connectivity and telecommunications services.
Implemented vulnerability mitigation actions and provided specialized technical support for emergency-response processes and business continuity. Supported vendor administration through market research, technical requirement preparation, and offer review.
Provided quality assurance and IT infrastructure support across multiple projects, ensuring customer service availability through troubleshooting, incident management, and request handling.
Supported LAN, WAN, SD-WAN, WLAN, and satellite telecommunications environments. Managed internal and external escalations, helped reduce incident response times, and prepared reports based on customer requirements.
Managed service requests, incidents, and telecommunications network monitoring for the Claro-Ecopetrol project. Diagnosed and followed up on network issues for resolution or escalation to higher support tiers and providers.
Worked with Polycom, Trend Micro Apex One, LAN/WLAN/WAN channel monitoring, DHCP servers, MAC reservations, Aruba and Cisco controllers, Skype for Business permissions, Cisco Call Manager, and Fortinet and Juniper firewalls.
Provided help desk support for projects serving Comfama, Protección, Argos, Celsia, Teamfood, and Belcorp. Supported remote computer maintenance, office applications, operating systems, networks, printers, telecommunications, biometric systems, and information security using ITIL methodologies.
Operated a computer center using iSeries systems for the Cafam project, managing customer requests, incidents, processes, and interfaces.
Provided help desk services for the National Civil Registry election project, including coordination, advisory services, and support for on-site personnel across multiple departments.
Resolved requests, incidents, changes, and problems related to technology platform resources and services through telephone assistance and remote support.
Provided technical support for Claro Móvil, primarily supporting network changes, IMEI changes, SIM changes, and customer service-related requests.
Also supported service confirmation campaigns and customer reversal processes as required.
Electronic Engineer, Electronic Engineering
Degree in Electronic Engineering.
ITIL Foundations V4, IT Service Management
ITIL Foundations V4 certification.
CCNA Routing & Switching V7, Computer Networking
CCNA Routing & Switching V7 certification.
Scrum Master, Agile Project Management
Scrum Master certification.
Cybersecurity Foundation, Cybersecurity
Cybersecurity Foundation certification.
NSE 3 Network Security Associate, Network Security
Fortinet NSE 3 Network Security Associate certification.
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