Daniela Gomez Robleto
SENIOR TECHNICAL SUPPORT ENGINEER
San Jose
Summary
Senior Technical Support Engineer in VMware SD-WAN Support Team with over a decade in the technology support industry. Specialized in switching and routing technologies. Currently working as a Senior Technical Support Engineer for VMware SD-WAN, adept at resolving complex issues and driving customer satisfaction.
Overview
17
17
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Senior Technical Support Engineer (2021 - 2025)
VMware By Broadcom
12.2021 - Current
- Provide technical support to customers and partners utilizing VMware SD-WAN solutions.
- Troubleshoot and resolve issues related to SD-WAN deployments, network connectivity, and performance optimization.
- Collaborate with engineering teams to escalate complex issues and contribute to the resolution of critical customer cases.
- Identify and document product defects or enhancements by reproducing issues encountered in customer environments.
- Demonstrate proficiency in OSPF and BGP protocols, assisting customers in configuring and troubleshooting routing issues within their SD-WAN environments.
- Utilize tcpdump and other network analysis tools to capture and analyze network traffic for diagnosing connectivity and performance issues.
- Apply knowledge of basic Linux commands to troubleshoot and perform system-level tasks as required during technical support activities.
- Assist colleagues in resolving complex technical issues by sharing insights, troubleshooting strategies, and providing guidance on best practices.
- Worked for dedicated partners to improve their experience and customer satisfaction.
Network Routing and Switching Engineer
Sykes-Cisco TAC
01.2020 - 01.2021
- Senior Networking Engineer T3 position
- Troubleshooting for routing technologies and features like BGP, OSPF, EIGRP, NAT, VRF, PBR and NAT
- Work on recreations on the lab to reproduce behaviors from the customer environment
- Led support escalations for switching and routing technologies, ensuring timely resolution of critical issues.
- Provided assistance and guidance for handling complex and critical escalations.
- Mentoring for specific engineers and identify any opportunity area.
- Analyzed backlog data to identify areas for improvement, developing and implementing action plans to provide guidance for faster resolution.
- Training for new hires, up skilling programs.
Cisco Instructor
Sykes Tech Academy
01.2019 - 01.2021
- Delivering CNNA version 7
- Creating material content for new hires.
Wireless Engineer
Sykes - Plume
01.2019 - 01.2020
- Data log Analysis
- Troubleshoot Wireless issues
- Escalation point for complex issues
Network Switching Engineer
Sykes-Cisco TAC
01.2015 - 01.2018
- Analyze logs, debugs, and network captures to identify problems and provide solutions.
- Supported a variety of layer 2 and layer 3 switches including modular, fixed, industrial, and Metro Ethernet switches.
- Configured and troubleshot layer 2 security features like DHCP Snooping, DAI, private VLANs, and port security.
- Experience working with LAN switching technologies like STP, VLANs, and VTP.
- Quality of Service expertise in various Catalyst platforms.
- Configured and implemented EEM scripts for different use cases.
- Assistance with complex tickets to provide a better experience to specific customers.
Align Technology
01.2008 - 01.2011
- Experience with customer service and background support, Set up and stage
Education
High School - Telecommunications technician
Tecnico De San Sebastian
System's Engineering -
Universidad Fidelitas
Skills
Troubleshooting
Teamwork
Multitasking
Leadership
Routing protocols (BGP,OSPF)
Network Analysis
Basic Linux
Certification
CCNA Routing and Switching
Timeline
Senior Technical Support Engineer (2021 - 2025)
VMware By Broadcom
12.2021 - Current
Network Routing and Switching Engineer
Sykes-Cisco TAC
01.2020 - 01.2021
Cisco Instructor
Sykes Tech Academy
01.2019 - 01.2021
Wireless Engineer
Sykes - Plume
01.2019 - 01.2020
Network Switching Engineer
Sykes-Cisco TAC
01.2015 - 01.2018
Align Technology
01.2008 - 01.2011
High School - Telecommunications technician
Tecnico De San Sebastian
System's Engineering -
Universidad Fidelitas
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