Adolfo Florez

• Automate and optimize security operations through policy tuning and best practices.
• Configure, manage, and troubleshoot Palo Alto Networks firewalls to ensure network security and performance.
• Work with routing protocols (BGP, OSPF, EIGRP) to ensure network stability and security.
• Design and implement security policies, VPNs, and threat prevention strategies to protect enterprise environments.
• Perform deep packet inspection (DPI), traffic analysis, and network performance tuning.
• Optimize network segmentation and enforce Zero Trust security models.
• Conduct security assessments and audits to identify vulnerabilities and improve defenses.

• Provided advanced technical support for enterprise customers, handling high-priority escalations from frontline engineers.
• Diagnosed and resolved complex firewall security, networking, and performance issues on Palo Alto Networks devices.
• Performed in-depth packet captures, log analysis, and troubleshooting to identify root causes of security incidents.
• Assisted in the resolution of critical cases, ensuring minimal downtime and optimal firewall performance.
• Worked closely with engineering and product teams to escalate unresolved issues and provide feedback for software enhancements.
• Guided and mentored junior engineers, sharing best practices and improving troubleshooting efficiency.
• Analyzed and optimized security policies, VPNs, and threat prevention configurations for customers.
• Provided detailed technical documentation and knowledge base articles to enhance TAC efficiency.
• Ensured fast and effective problem resolution in high-pressure environments, maintaining customer satisfaction.
• Stayed updated on emerging cybersecurity threats and new Palo Alto Networks features to improve support quality.

• Led a team of TAC engineers, providing technical guidance and mentorship to resolve complex Routing & Switching issues.

• Work scaled cases of Tier (1), (2) and (3) engineers.

• Management of local LAB and technology’s devices.
• Acted as the highest escalation point, handling critical customer cases and ensuring timely and effective resolutions.
• Troubleshot and optimized enterprise networks, focusing on routing protocols (BGP, OSPF, EIGRP, ISIS) and switching technologies (VLANs, STP, EtherChannel, Multicast, QoS).

• Perform PKI reports every month to track progress on the targets.
• Analyzed packet captures, network logs, and configurations to diagnose and resolve connectivity and performance issues.
• Developed and implemented best practices, troubleshooting guides, and knowledge base articles to enhance team efficiency.
• Conducted training sessions and technical workshops to upskill team members and improve problem-solving capabilities.
• Ensured high customer satisfaction, managing cases efficiently and providing expert-level support in high-pressure environments.
• Stayed up to date with networking trends, emerging technologies, and Cisco product advancements to provide top-tier technical support.

• Provided advanced technical support as part of the Tier 3 Routing Team in Cisco TAC.
• Diagnosed and resolved complex routing issues involving BGP, OSPF, EIGRP, IS-IS, MPLS, and multicast.
• Analyzed packet captures, network logs, and routing tables to troubleshoot network disruptions and performance issues.
• Assisted enterprise customers in configuring, optimizing, and troubleshooting Cisco routers and network infrastructures.
• Handled high-priority escalations from Tier 1 and tier 2 engineers, providing in-depth analysis and solutions for critical network outages.
• Created technical documentation, troubleshooting guides, and knowledge base articles to enhance TAC efficiency.
• Provided mentorship and guidance to junior engineers, improving their troubleshooting skills and networking expertise.
• Conducted root cause analysis (RCA) and post-mortem reports for major network incidents.
• Stayed updated with emerging networking technologies, Cisco IOS updates, and industry best practices.

• Provided technical support for enterprise customers, troubleshooting routing issues with BGP, OSPF, EIGRP, and IS-IS.
• Assisted Tier 1 engineers with escalated cases, handling moderately complex network problems.
• Perform cases reviews every day to ensure we are following the proper case handling.
• Analyzed network logs, routing tables, and configurations to identify and resolve connectivity issues.
• Performed packet captures and log analysis to diagnose network performance issues.
• Helped customers with configuration guidance and best practices for Cisco routers and network infrastructures.
• Worked with senior engineers and development teams to escalate unresolved issues.
• Created and maintained knowledge base articles and troubleshooting documentation.
• Provided Reviews and guidance to junior engineers on troubleshooting methodologies.
• Ensured efficient case management, maintaining high customer satisfaction.

• Provide customer service and technical support to all cases assigned to the CO-RP (Colombia Routing Protocols) Team.
  Some of the features supported:
  Routing protocols (RIP, EIGRP, OSPF, BGP)
  VRF
  NAT
  Multicast routing
  DHCP
  First Hop Redundancy Protocol (HSRP, VRRP, GLBP)
  Policy based routing
  NTP
  Netflow
  Access-list on Routers
  L2NAT

• Provided technical support to internal users, assisting with the installation, configuration, and maintenance of computer systems and peripherals.
• Managed and maintained local area networks (LAN), printers, and connectivity devices.
• Diagnosed and resolved hardware and software issues on workstations.
• Administered user accounts, permissions, and access control for internal systems and platforms.
• Assisted in configuring email accounts, office productivity tools, and institutional software.
• Performed data backups and recovery tasks to ensure information integrity.
• Implemented IT security protocols, ensuring compliance with internal policies.
• Documented procedures, incidents, and solutions in a knowledge base to optimize support management.
• Trained users on best practices for system usage and digital tools.
• Collaborated with the IT team to improve and optimize the technological infrastructure at ICA.