Carlos Ricaurte
Senior TAC Engineer
Barranquilla
Summary
Engineer focused on sustainable design. Highly effective at working with teams of designers and builders to accomplish projects on-time and according to cost constraints. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
2
2
Languages
Work History
TAC Senior Engineer
Portnox
07.2023 - Current
- Improved project efficiency by streamlining engineering processes and implementing innovative solutions.
- Optimized manufacturing processes by incorporating Lean principles and eliminating non-value-added activities.
- Championed energy-efficient designs that not only met regulatory requirements but also contributed positively towards environmental sustainability efforts.
- Spearheaded continuous improvement initiatives to drive innovation and operational excellence across all aspects of engineering functions.
- Developed comprehensive training materials to improve new hire onboarding and ongoing professional development.
- Develop and maintain technical knowledge of Portnox solutions
Research, diagnose, troubleshoot and identify solutions to resolve customer issues. - Document and track customer issues to resolution while adhering to SLAs.
- Identify and document technical defects and other challenges
Handle customer escalations. - Provide prompt and accurate feedback to customers
Act as a key escalation channel for our Customer Experience Technical Support team. - Summarize complex product issues accurately and thoroughly for escalation to Tier 3 support.
- Update knowledge base and documentation with technical and issue resolution.
- Take part in shaping new features and products and represent the voice of the customer.
- Streamlined communication between engineering and other departments, fostering collaboration and synergies across the organization.
- Delivered high-quality products by collaborating closely with sales teams to understand customer needs and translate them into viable solutions.
- Developed technical documentation for seamless communication of complex engineering concepts among team members and stakeholders.
- Accelerated product development cycles by employing Agile methodologies and fostering a collaborative work environment.
- Ensured seamless hand-off of completed projects to operations teams by providing thorough documentation, training sessions, and ongoing support as needed.
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Adhered to timelines to meet quality assurance targets.
- Trained and managed drafters, junior engineers and surveyors.
TAC Engineer
Aruba
01.2022 - 07.2023
- Provide outsourcing services to the Technical Assistance Center (TAC) of the client company Aruba.
- Optimized network configurations for enhanced speed, reliability, and scalability based on client requirements.
- Developed custom scripts to automate routine tasks which reduced manual intervention.
- Maintained high levels of security through proactive monitoring, vulnerability assessments, and risk mitigation efforts.
- Assisted in the migration of legacy systems to new platforms without disrupting business operations.
- Enhanced team efficiency with thorough documentation of processes and procedures.
- Proactively monitored system logs to detect anomalies before they escalated into critical issues.
- Contributed to the successful completion of major projects by assisting with system design, implementation, testing, and deployment tasks.
- Implemented effective monitoring tools for early detection of potential problems within the network environment.
- Stayed current with industry trends and best practices by attending conferences, webinars, and training sessions regularly.
- Streamlined communication channels, resulting in improved collaboration among team members.
- Reduced downtime for clients by swiftly identifying and resolving network problems.
- Delivered exceptional customer service by promptly addressing client concerns and providing accurate solutions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Take customer requests and verify that they are resolved.
- Interact with customers by phone, email, or instant messaging, depending on the urgency.
- Support remotely via the Zoom, Teams, or Webex Meetings tool.
- Follow up on requests, making periodic updates every 48 hours, setting up meetings and taking the necessary steps to resolve them.
- Verify customer satisfaction.
- Document the procedures leading to the resolution of requests.
- Attend technical training as required
- Attend technical training as required.
TAC Engineer
Cisco
10.2020 - 01.2022
- Optimized network configurations for enhanced speed, reliability, and scalability based on client requirements.
- Developed custom scripts to automate routine tasks which reduced manual intervention.
- Assisted in the migration of legacy systems to new platforms without disrupting business operations.
- Proactively monitored system logs to detect anomalies before they escalated into critical issues.
- Maintained high levels of security through proactive monitoring, vulnerability assessments, and risk mitigation efforts.
- Provide outsourcing services to the Technical Assistance Center (TAC) of the client company Cisco.
- Take customer requests and verify that they are resolved.
- Interact with customers by phone, email, or instant messaging, depending on the urgency.
- Support remotely via the Cisco Webex Meetings tool.
- Follow up on requests, making periodic updates every 48 hours, setting up meetings and taking the necessary steps to resolve them.
- Verify customer satisfaction.
- Document the procedures leading to the resolution of requests.
- Attend technical training as required.
- Diagnose failures corresponding to layer 1 of the OSI model in routers(cabling,interfaces, ports, crashes, hangs, slowness, error messages, etc.).
- Diagnose crashes in switches
- Updating the operating system (IOS, IOS-XE) of routers, as well as providing advice for this procedure.
- Install licenses for the different services available for Cisco routers.
- Request replacements of damaged routers and manage their delivery to customers.
Education
BA - Engineering Technology
Universidad Autonoma Del Caribe
Barranquilla 05.2001 -
Skills
Risk Analysis
Performance monitoring
Staff Supervision
Cost Analysis
Technical reporting
Deadline Management
Attention to Detail
Resource Management
Management skills
Staff Training
Coaching and Mentoring
Training and mentoring
Personal References
Etienne Tousignant, Manager Technical Support
Email: etienne.tousignant@portnox.com
Cellphone: +1 210 773 7452
Carlos Rojas, CTO
Email: carlos.rojas@golabstech.com
Cellphone: +506 892 57169
Timeline
TAC Senior Engineer
Portnox
07.2023 - Current
TAC Engineer
Aruba
01.2022 - 07.2023
TAC Engineer
Cisco
10.2020 - 01.2022
BA - Engineering Technology
Universidad Autonoma Del Caribe
05.2001 -