Responsible for supporting our enterprise customers, in any issue, question, defect, bug, or any technical stuff related to our product, in my case I support the ENS solution. ENS is the software installed on the final system and it works as an AV I support stuff like Malware, Firewall, Threat Prevention, Adaptive Threat Prevention, Web Control, SolidCore and the policies (managed by the ePO) applied on the final solution. I have to take the cases and go through the initial analysis, diagnosis, and the final solution, reaching out all the tools that could help me to solve the issue, following Knowledge Bases, consulting advanced teams for closing the case with the correct solution for our customer. I managed different severities from P1 to P4, depending on the urgency and the type of business impact, fulfilling always the SLA agreed with the customer. The support is given via email, WeBex, Chat and in calls.

Technical Support Engineer for the Technical Support Center from Network Appliance (NetApp) Company, I am on the Hardware team and I troubleshoot issues and solve technical cases for 3 verticals, Hardware, Core, NAS, mainly NAS cases, the technical cases that I have to solve are regarding the next topics: -Protocols (CIFS, NFS, and its versions, Networking / IP, Fpolicy, vscan servers among others). -NAS is a protocol used to access the storage using the Network infrastructure of the client, so, I must troubleshoot the issues that involve different environments because every client is a different world. DNS troubleshooting, ifgroup and link aggregation troubleshooting. -Analysis of sniffers and packet traces taken on the client-side or on the storage side. -The troubleshoot could include multiple vendors such as Varonis, McAfee, Cisco, VMWare among others. -Authentication of users through the AD, DCs, Kerberos, NTLM, LDAP, NIS.

Incident Management is the area responsible for giving manage, tracking, and solution to all the outages which could generate impact production to us more of 114 internal clients. My main functions were: -Identify and solve proactively all the IT infrastructure issues (Network, Servers, Applications, Telephony, and Facilities), in conjunction with the different operational areas from IT operations, before the impact and the time increases. Always fulfilling with the SLAs agreed with the client and having as a guide the ITIL guideline. -Mainly the incidents always were on the Networking side, so I work hand in hand with the NOC team in order to have a constant monitor of our links and international circuits, we monitored all the circuits from our different clients, every client has a different infrastructure and environment, we monitored the status of the link, increase or traffic degradation, the BGP routes, circuits flappings, and all the infrastructure that includes

my main functions were: -Applying my technical support knowledge in order to solve generated by the internal users, the support was given in the next areas: - Office 365, Outlook, One Drive -Server Active Directory, Users unlock, password reset, adding licenses groups, creation, and user managing. -Server 2008, DNS y DHCP, Installation, and domains managing. -Mobiles devices enrollment and managing. (Apple y Android). - Support to a different OS. (Windows and its versions until 10, Linux and Mac) -Support to map network units, roles managing and shared folders.