Natalia Agüero Segura
Support Engineer
San José, Costa Rica
Summary
Detail-oriented, organized, and meticulous professional with a strong foundation in cybersecurity and technical support. Skilled at quickly resolving issues and implementing solutions to meet tight deadlines.
Overview
4
4
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Support Engineer
CONTIMACA
08.2022 - 11.2024
- Collaborate with the development team to understand technical architecture and deploy new features.
- Diagnose and resolve technical issues reported in Jira, meeting Service Level Agreement (SLA) requirements.
- Monitor and maintain systems and applications, identifying opportunities for optimization and improvement.
- Configure applications, install software, implement backups, and make system adjustments; escalate complex issues to Level 3.
- Conduct remote sessions with clients to troubleshoot and resolve issues in real-time.
- Maintain consistent communication with clients across multiple channels, ensuring effective support and follow-up.
Junior IT Network Specialist
GCI Service Provider S.A
10.2020 - 08.2022
- Network Monitoring and Troubleshooting
- User Support for Incident Resolution, Queries, and Requests
- IP Address Management (Subnets and Subnet Masks)
- Network Traffic Monitoring and Analysis
Education
Bachelor's Degree in Cybersecurity. -
Fidelitas University
San Pedro, Costa Rica 05.2001 -
Specialization in Cybersecurity -
Fidelitas University
San Pedro, Costa Rica 05.2001 -
Associate - Cybersecurity
Puriscal Technical Professional College
Puriscal, San José 05.2001 -
Associate - Computer Networking
Puriscal Technical Professional College
Puriscal, San José 05.2001 -
High School Diploma -
Puriscal Technical Professional College
Puriscal, San José 05.2001 -
Skills
HTML and CSS
Certification
Cisco Networking Academy | CCNA Introduction to Networks
Timeline
Cisco Networking Academy | CCNA Switching, Routing, and Wireless Essentials
12-2024
Microsoft Certified: Azure AI Fundamentals
12-2024
Cisco Networking Academy | CCNA Introduction to Networks
08-2024
Support Engineer
CONTIMACA
08.2022 - 11.2024
Junior IT Network Specialist
GCI Service Provider S.A
10.2020 - 08.2022
Bachelor's Degree in Cybersecurity. -
Fidelitas University
05.2001 -
Specialization in Cybersecurity -
Fidelitas University
05.2001 -
Associate - Cybersecurity
Puriscal Technical Professional College
05.2001 -
Associate - Computer Networking
Puriscal Technical Professional College
05.2001 -
High School Diploma -
Puriscal Technical Professional College
05.2001 -
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