Gabriel Rodríguez Rodríguez

Responsibilities:

• Adding, removing and troubleshooting Linux Services for QRadar (SMTP, NTP, Network Services, DNS, Docker, etc.).
• Monitoring and troubleshooting performance, capacity and connectivity issues.
• Custom scripts and reports scheduled in cron.
• Managing and troubleshooting QRadar Apps.
• Troubleshooting hardware issues like disk usage, memory and CPU utilization.
• Software and Firmware Upgrades.
• Log Source (addition, removal, edition and troubleshooting).
• Troubleshooting issues with reports (not accumulating data or not sending email to recipient).
• Configuring, managing and troubleshooting routing rules and forwarding destinations.
• Handled more than1200 tickets per year.

Responsibilities:

• We were the first who reacted to potential cybersecurity threats and validate their potential impact to customer´s environments
• Maintained database systems to track and analyze operational data.
• Enhancing the service provided to Customer through service improvement projects.
• Suggesting appropriate tuning to rules to clean Customer consoles of everything except real threats.
• Working in a team to decrease pickup time for handling alerts.
• Working along with a coworker created a video about Linux concepts and commands.

Responsibilities:

• Offering break/fix technical support to Ruckus L3 Switches and Access Points.
• Troubleshooting Layer 2/3 issues with protocols like DHCP, STP, SSH, OSPF, RIP, BGP, SNMP, ACLs, VLANs, Multicast, IPSEC and VRRP.
• Troubleshooting Authentication issues with RADIUS.
• Troubleshooting Hardware issues.
• Collaborating with other team members to provide high quality support.
• Ensured constant self-development though day to day work, web-based training, and any other available tools.

Responsibilities:

• Offering technical support to Cisco users of video collaboration solutions for Cisco ROS account.
• Troubleshooting connectivity and hardware issues for Telepresence solutions.
• Troubleshooting issues with Jabber and Spark.
• Following up on customer’s issue by maintaining periodic timely updates, setting up appointments until issues were solved.
• Keeping and updating pertinent paperwork and records through data entry.
• Communicating with SME, team members and other teams regarding problems, solutions.

Responsibilities:

• Handling disputes for Capital One Bank credit card holders.
• Making conference calls with Customers and merchants to try to get a resolution for both without filing a dispute.
• Handling escalated calls finding satisfactory resolutions for both customers and the company.
• Taking payments, managing Customer information.
• Following up with Customers providing and requesting required documentation and evidence until dispute is resolved.
• Handled more than 70 Customer calls per day.

Responsibilities:

• Providing Customer with information from the Kölbi Customer phone book.
• This service was delivered in Spanish.
• The Customer provided details like company name, type of service provided by company or the location in which they needed a specific service and I provided contact information.
• Giving additional information to Customers about different companies offering a specific service to ensure customer satisfaction.
• Handled more than 800 calls per day.