El Puerto de Santa María, Andalusia, Spain
Security Customer Support Engineer and Team Leader at Cisco, adept in Web security and VPN among other Cisco products. Transitioned from a hands-on role to Team Leader and Escalation Engineer. Delivered global level technical presentations, demonstrating excellence in customer communication and technical proficiency in network security and web security. Specialist in recreating complex troubleshooting scenarios in a lab for proof of concept, defect resolution, and developer support. Accostumed to collaborating with global developers and peers to implement new features and address defects impacting Customers and products globally. Strong experience leading teams. Good at working under pressure. Expert in designing troubleshooting tools, documenting technical issues and creating public documentation for the product. SKILLS CCIE Security Training | Linux | Packet Analysis | Wireshark | tcpdump | AAA | LDAP | NTLM | VPN | TLS | HTTP(S) | Proxy | NGFW | Excellence | Problem-solving aptitude
•Customer Support Engineer in Web Security. Proficient with proxy technologies (Cisco WSA & SMA), HTTP(S), TLS, PKI, Linux troubleshooting. This includes deep packet/log analysis, and complex multivendor scenarios. Cisco CDO troubleshooting experience. •2023: I've became the Team Leader of the team, handling the team escalations with the customers, finding resources towards the resolution, designing the trainings, doing technical interviews and onboarding new team members. •2024: I´ve became the technical Escalation Engineer, working closely with the global Business Unit of the technology, handling the highly escalated cases, including critical scenarios for banks, hospitals, and governments. •Recreating complex troubleshooting scenarios in our local lab for proof of concept, defects or troubleshooting for developers. •Interacting actively with technology developers and my peers around the globe to implement new features and defect discussions that directly impacts the customers and the product globally. •Leading weekly technical discussions with my local team and delivering a quarterly global technical presentation on the technology. As an escalation engineer, I've have been engaged in multiple global level critical scenarios and collaborated very closely with the business unit to improve/fix the product, delivering global presentations about the technology and researching workarounds to overcome bugs at the early stages. Previously, on VPN team, proficient with IPSec and SSL technologies on IOS routers and ASA/Firepower appliances (Site-to-site tunnels, EZVPN, DMVPN, GETVPN, FlexVPN, Anyconnect), troubleshooting other vendor VPN issues.