Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
Daniela Gomez RobletoSENIOR TECHNICAL SUPPORT ENGINEER