Cristian Torrez Escobar
Information Systems Engineering Student
Barva,Heredia
Summary
Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over 3 years in software support in global environment.
As a lifelong learner with a growth mindset, I consistently strive to expand my skills and knowledge across diverse topics. My natural curiosity drives me to research and understand how things work so I can provide added value in any role. Even when faced with setbacks, I embrace feedback to turn failures into opportunities for improvement. My dedication, positive attitude, and willingness to go the extra mile makes me an asset for surpassing expectations and achieving any goal I set.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Linux Technical Support Engineer
Foundever
12.2023 - Current
- Provide timely and effective solutions to stability and performance issues within Splunk environments while maintain detailed case documentation and communicate progress and solutions to customers clearly and professionally
- Troubleshoot and resolve data ingestion issues involving third-party vendors, including Amazon Web Services (AWS) S3 and SmartStore, ensuring efficient and reliable data flow into the Splunk environment.
- Diagnose and resolve issues related to Splunk stability, performance, and resource utilization, network issues, secure Splunk environment(Best practices, TLS/SSL protocol, LDAP/SAML), perform root cause analysis for recurring problems and implement preventive measures and collaborate with other support teams and product engineers to resolve complex issues
- As a coach, document scenarios to create knowledge articles following KCS guidelines that will be available for all customers and need to be public containing a high content quality that will help them in case they get the same misbehavior previously reported and at the same time, provide guidance to other engineers to adopt KCS values and its paradigm to the workflow
- Mentored junior members of the team on best practices in issue resolution techniques.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Documented faults and bugs for referral to development staff for use in updates.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Technical Service Associate
Movate
01.2023 - 11.2023
- IT Infrastructure Manager experienced in seamlessly executing non-disruptive OS upgrades for critical customer systems in banking, healthcare, and other highly sensitive business environments
- Skilled at planning and implementing upgrades to maximize uptime and availability across Linux servers
- Led successful upgrade projects resulting in 0% downtime of vital operations
- Known for expertise in managing infrastructure migrations with no interruption to key business functions
- Also handles a high volume of Linux alerts while consistently meeting SLA and KPI targets
Technical Support Representative
Sykes/Sitel
02.2022 - 10.2022
- Customer support specialist adept at troubleshooting and resolving issues with ethernet-based speaker systems
- Handled customer calls to diagnose and fix common problems including network connectivity, audio drops, configuration errors, and hardware faults
- Known for technical expertise in quickly identifying root causes and implementing solutions to restore speaker functionality
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved over 12 calls per day while maintaining excellent customer satisfaction through clear communication and patience
- Instrumental in reducing speaker trouble tickets through expanding self-help resources
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
Bachelor Degree - Information Systems Engineering
Universidad Latina De Costa Rica
Heredia 01.2023 - Current
Network Computer Certificated - BGE
Ulloa Technical High School
Skills
Cypress
Accreditations
- CCNAv7: Enterprise Networking, Security and Automation
- CCNAv7: Switching, routing and wireless essentials
- CCNA R&S: Introduction to networks
- Splunk Core Certified Power User
- Splunk Enterprise Certified Admin
- Scrum Foundation Professional Certification - SFPC
Timeline
Linux Technical Support Engineer
Foundever
12.2023 - Current
Technical Service Associate
Movate
01.2023 - 11.2023
Bachelor Degree - Information Systems Engineering
Universidad Latina De Costa Rica
01.2023 - Current
Technical Support Representative
Sykes/Sitel
02.2022 - 10.2022
Network Computer Certificated - BGE
Ulloa Technical High School
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