Bryan Dougherty Alvarenga Palma
Network Support Engineer
Ulloa,Heredia
Summary
Results-driven Network Engineer with 5 Years in delivering top-tier support for network and cloud-based systems. My role involves diagnosing and resolving complex issues, as well as ensuring seamless operation of critical infrastructure components. I excel in both reactive and proactive support, ensuring high availability and reliability of network and cloud environments.
Overview
2022
2022
years of professional experience
1
1
year of post-secondary education
Work History
Tier 2 Network Engineer
Calix Inc.
2 2022 - 4 2024
- As a Software Support Engineer at Calix, I provided exceptional support related to the company's software products by efficiently managing and resolving client-generated tickets generally coming from Broadband Service Provider's technicians and engineers
- My role involved addressing a wide range of technical issues, ensuring that clients received timely and effective solutions while maintaining a high standard of customer satisfaction
- Wireless Network Management: Designed, deployed, and maintained robust wireless network solutions, including access points and controllers
- Conducted thorough troubleshooting to address issues such as connectivity problems, signal interference, and performance degradation
- TR-069 Implementation and Support: Implemented and managed TR-069 (CPE WAN Management Protocol) for remote device management
- Configured and maintained customer premises equipment (CPE) for automated provisioning, monitoring, and diagnostics, improving operational efficiency and reducing manual intervention
- API Integration: Integrated and utilized APIs to connect wireless network systems with other applications and services
- Developed and maintained API connections to streamline data exchange between network management systems and external platforms
- Billing Systems Coordination: Worked with billing vendors and Broadband Service Providers to ensure accurate and efficient billing import to the Calix Cloud infrastructure
- Integrated network usage data with billing systems to provide detailed and accurate invoicing for clients, addressing discrepancies and improving billing accuracy
Tier 1 Network Engineer
Plume Inc.
08.2020 - 02.2022
- In my role as a Wireless Network Engineer, I specialized in troubleshooting wireless network technologies to ensure optimal performance and reliability of the product
- My responsibilities included managing various wireless systems, diagnosing connectivity issues, and enhancing network coverage to meet organizational needs
- Wireless Technologies: [Specific technologies, e.g., Wi-Fi standards (802.11a/b/g/n/ac/ax), WPA/WPA2/WPA3]
- Tools and Equipment: [Specific tools, e.g., spectrum analyzers, Wi-Fi analyzers, network management systems]
- Protocols and Standards: [Relevant protocols, e.g., DHCP, DNS, SNMP]
- My experience with wireless network technologies has equipped me with a deep understanding of network design, optimization, and troubleshooting
- My role was to deliver reliable and high-performance wireless solutions that meet organizational objectives and enhance user experiences
Customer Support Representative
Sonos
03.2019 - 02.2022
- As a Sonos Support Specialist, I was responsible for delivering expert-level technical support and customer service for Sonos audio products
- My role involved troubleshooting a wide range of issues, assisting customers with setup and configuration, and ensuring a high level of satisfaction with Sonos' innovative audio solutions
- Technical Support: Provided comprehensive support for Sonos audio products, including speakers, soundbars, and home theater systems
- Addressed and resolved technical issues related to connectivity, audio performance, and integration with other devices and services
- Customer Assistance: Guided customers through the setup and installation of Sonos products, offering step-by-step instructions and troubleshooting advice to ensure a smooth and successful deployment
- Assisted with configuring systems to meet specific user needs and preferences
- Troubleshooting and Diagnostics: Utilized diagnostic tools and techniques to identify and resolve complex issues
- Diagnosed problems related to network connectivity, software updates, and hardware malfunctions, delivering effective solutions and follow-up support
Education
Microsoft Azure Fundamentals -
Instituto Nacional de Aprendizaje
08.2021 - 11.2021
CISCO CCNA - undefined
Instituto Nacional de Aprendizaje
07.2018 - 11.2018
Skills
Troubleshooting and Support
Collaboration and Communication
Documentation and Reporting
Technical Troubleshooting
Network Troubleshooting
Technical Support
User Support
Wireless networks troubleshooting
Quality of Service Management
Personal Information
ID Number: 801280815
Timeline
Microsoft Azure Fundamentals -
Instituto Nacional de Aprendizaje
08.2021 - 11.2021
Tier 1 Network Engineer
Plume Inc.
08.2020 - 02.2022
Customer Support Representative
Sonos
03.2019 - 02.2022
CISCO CCNA - undefined
Instituto Nacional de Aprendizaje
07.2018 - 11.2018
Tier 2 Network Engineer
Calix Inc.
2 2022 - 4 2024
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