Junior Ruiz Gonzalez
Cloud Support Engineer
Alajuela
Summary
Accomplished engineer proffering extensive cloud monitoring, and troubleshooting skills. Defined, monitor and maintained infrastructure using vendor-neutral and platform-specific tools. Organized and focused person with extraordinary leadership acumen. Resourceful Cloud Support Engineer experienced in evaluating and assessing client requirements and implementing an action plan to solve identified problems.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Cloud Support Engineer
Akamai Technologies
4 2021 - Current
- Reduced downtime for clients by proactively monitoring and troubleshooting cloud-based issues.
- Streamlined deployment processes with the integration of automation tools and best practices.
- Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
- Using knowledge and experience to improve internal tools and developing into a Subject Matter Expert
- Learn & improve in new technologies in a daily-basis, currently SME in four technologies
Network Engineer
Cisco
08.2019 - 04.2021
- Generate Quotes for Cisco Customers, Partner & Distis including Interns, Focus on Enterprise
- Network Architecture, Switches, Routers, Wireless Devices and Including Meraki Architecture. - Provide Product Information, Technology & Equipment, Cisco DNA Center, Cisco SD-WAN, SDAccess, Meraki SD-WAN
- Also specs related to Enterprise Architecture. - Provide Solution for Request For Proposal to Cisco's Customers, in order for Sales Opportunity
Backoffice Employee
Concentrix
07.2017 - 08.2019
- Taking this opportunity as a Back/Front Office agent helped me improved my skills in Microsoft Office as many other skills such as Good Communication, Multi task, Self-Confidence, Problem-Solving.
- Responsibilities:
- Customer Satisfaction
- Metrics
- Meet Goals
- Understanding differences in Case Handle (Prioritize vs Escalate)
Journey Agent
Cisco
07.2017 - 07.2017
Customer Service Agent
Convergys
10.2013 - 07.2017
- I was given the opportunity to increase my customer service skills such as IT troubleshoot devices
- Sales, and understanding billing information
- As an experience agent/Subject Matter Expert I provided feedback and coach other agents.
- Responsibilities
- Junior Ruiz Gonzalez - page 1Customer Satisfaction
- Sales
- Average Handle Time
- Team Metrics
- Coaching
- Meet Goals
Education
Introduction to Networks, Routing and Switching Essentials, Scaling Networks, Connecting Networks , CCNA - Cisco Certified Network Associate, IT -
UNA
01.2018 - 05.2018
High School Diploma, Student - undefined
Passaic High School
01.2008 - 05.2012
Skills
Microsoft Office
Skilled Multi-tasker
Network Engineering
Good Communication
IT Support
Self-confidence
Positive Behavior Support
Problem Solving
Network Troubleshooting
Monitoring tools
Customer Support
Windows administration
Certification
Cisco Certified Network Associate, Universidad Nacional de Costa Rica, 02/01/20, 02/01/23
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Network Engineer
Cisco
08.2019 - 04.2021
Introduction to Networks, Routing and Switching Essentials, Scaling Networks, Connecting Networks , CCNA - Cisco Certified Network Associate, IT -
UNA
01.2018 - 05.2018
Backoffice Employee
Concentrix
07.2017 - 08.2019
Journey Agent
Cisco
07.2017 - 07.2017
Customer Service Agent
Convergys
10.2013 - 07.2017
High School Diploma, Student - undefined
Passaic High School
01.2008 - 05.2012
Cloud Support Engineer
Akamai Technologies
4 2021 - Current