DiJo

LinkedIn profile: ón-51984a53

ACADEMIC ACHIEVEMENT

(2017) Preparing the Network Certification Cisco Certified CCNA

(2016) CompTIA Courses A+, N+, S+

(2015) BCCPP Bluecoat Certified Proxy Professional

(2014) PMP (Project Manager Professional Course)

(2012-2013) ORT University - Cisco Routing and Switching + voice (CCNA course) tech Degree

(2012) GVF510 Core skills course for VSAT installers Certified

(2011) Workshop Management System Information Security (SGSI) in AGESIC

(2008) Latino Ware Certification for Robotics on ARDUINO

(2006-2010) Public University IT Robotic Project Volunteering in UDELAR teaching school kids to Develop

(2000-2005)High School N°26 Scientific Bachelor Engineering Orientation

LANGUAGES

-         Spanish, Portuguese, English

EXPERIENCE SUMMARY

I am a Network Administrator with 8 years of experience in Network Administration and enjoy giving good satisfaction to Customer at Support. My, experience includes Getting into polite customer satisfaction, excellent background in Network technologies, implementation, Support and administration with good communication and sharing abilities, collaborative approach and team building skills, ability to use previous experience for effective results and working under pressure. I am Looking for a welcoming environment and challenging opportunities to improve myself and the company where I’m working on.

CAREER PROFILE

Organization: Bluecoat + Symantec

Company Field: Information Technology Network Security

Period: 2015-2016

Role: Customer Support Engineer IT Security

Platforms: Bluecoat Proxies, SSL encryption/decryption appliances, Reporter Appliances, f5 load balancers, CISCO Routing and Switching, MS Server DHCP, MS Server DNS, Salesforce.

Roles and Experience:

·         Be the first line of support for customers on the , , and chat. Going above and beyond to ensure that customers aren’t just satisfied, but delighted: give them what they need, not just what they ask for. Take the initiative to continuously learn more!

·         Ensure that the support process runs smoothly; keeping interactions visible in systems like Salesforce and service-now, driving issues toward resolution working across teams, collaborating with others to define support policies and support sales.

·         Follow up on support interactions to measure customer happiness.

·         Track and report on all escalations and propose remediation plans, working with others to make the product as self-service as possible for customers.

·         Own and create all product-related technical documentation, such as doc’s site, quick-response snippets and help tips. Be the point of for other roles to get help/reviews on their technical communications, making sure things like onboarding guides are high quality and reflect unparalleled professionalism and competency.

·         Instrument the utilization of the documentation/content in order to be able to quantify about identifying customer problems and opportunities.

·         Build, maintain, and manage the document content system so that the content is usable and accessible.

·         Document Standard Operating Procedures in order to ensure future scalability of the Support team.

·         Contribute articles to the blog or other content channels as appropriate.

·         Help in as much of the engineering lifecycle as possible, to especially include filing bug reports, producing reproducible test cases, diagnosing bugs, and submitting pull requests to fix them.

·         Build and maintain familiarity with user-visible technology, such as Proxy interfaces, SSL Certificates re-signed, authentication, load balancing, packet capture analysis and Fail Overusing GUI or Command line interface commands.

·         Use tools such as , Salesforce, Ex, Jabber, Lync, OneNote, Putty, to do the daily work.

·         Collaborating with others in a high personal ability environment.

·         Understanding what users really need even when what they need isn't what they ask for.

·         Get into users' needs, whether it's during their onboarding to the product or an off-hours issue escalation.

·         Knowledge of Salesforce and Service-Now methodologies framework.

Organization: Tata Consultancy Services – Target Stores

Company Field: North America Supermarket Chain

Period: 2014-2015

Role: Network Administrator Senior

Platforms: f5 load balancers, CISCO Routing and Switching, Checkpoint Firewall, Juniper Firewall, MS Server DHCP, MS Server DNS, Infoblox, CA, ITIL, SCADA.

Roles and Experience:

• Creating and modifying different types of DNS records and DHCP options on Windows Servers.


• Load balancing concepts, maintaining, troubleshooting and its configurations in F5 load balancers since LTM to GTM (local traffic to global traffic)


• Public Secure Certificates Request to Certificate Authorities, tracking and installing it on the public pages.


• CISCO Switch and Routing configuration using Layer 2 and 3 concepts as VLAN, port channels, spanning tree, EIGRP. Configuring all switches across the network from Core Switches – Distribution Switches – Access Switches.


• Subnetting Administration with respective vlan and related information documenting and maintaining up-to-date to avoid overlaps.


• Knowledge of Service now methodologies and ITIL framework.

Organization:  ITS-Zonamerica Company

Company Field: Information Technology Infrastructure Services

Period: 2010-2014

Role: Network Administrator Junior

Platforms: Cisco Routing and Switching, Cisco Voice, MS Server DHCP-DNS, VMware, Citrix, Fortigate, CA spectrum, MS Exchange, DMView.

Roles and Experience:

• Responsible for implementation and supporting new and existing converged network devices of the datacenter.


• Managing ISPs in a production environment and maintaining healthy network environment to provide the internet to customers as Tier IV.


• Creating and maintaining VMware – virtualization environments for international and local clients.


• Cisco IOS switching – configuring, administering and troubleshooting switch ports, VLAN, port channel in cisco Nexus (2k/5k/7k) and catalyst switches.


• Configuring and troubleshooting MPLS link connectivity and bandwidth related issues.


• Monitoring SNMP using CA Spectrum tool and fixing complex and critical issues.


• Monitoring and troubleshooting DMview for the optical fiber channel for one of the NAP of the Americas.


• Worked with bandwidth analyzer tools and doing Network traffic analysis report based on IP and Protocol wise.


• Worked on SPAM Filter tool – TREND Micro to monitor and filtering s.


• Configuring and troubleshooting BGP and EIGRP protocols


• Configuring and maintaining Cisco s and PBX using CISO Unified Call Manager.


• Managing Active Directory and group policies to users


• Managing physical cablings and racking naming convention in Data Centers


• Managing Energy Source PDU and TS in Data Centers


• Managing box and troubleshooting Microsoft Exchange servers.


• Working on Optical Fiber, documentation, and implementation.


• SCADA PLC Monitoring Systems and following severe procedures when facing different situations regarding the campus technology park.

Organization: Uruguayan Army General HQ

Company Field: Government Services

Period: 2008 – 2012

Role: Network Assistant Technician

Platform: Cisco, Dell, MS Server, Fluke

Roles and Experience:

• Designed and installed cabling setup and implemented the same for physical layer management solutions.


• Respond to problem tickets by reviewing, prioritizing, analyzing and solving issues independently, in a timely fashion; report results and follow-up issues to Manager, if required.


• Responsible for network related issues, VoIP issues, and Wi-Fi connectivity.


• Taking care of the network devices such as routers, switches and firewalls and their functionalities – reports working on HP, Dell, and Cisco Switches.


• Coordination with Network support engineers at Data Center and ISPs.


• Active directory user and group policy Management.


• Implementing and administering DNS and DHCP servers


• Design and Implementation of routers, switches and allocating IP subnets.


• Monitoring and taking inventory and documentation reports for all network devices

REFERENCES

Mr. Pablo Fosatti – Cel. +598 97 096 040 (personal and professional)

Mrs. Mariela Torreiro – Cel. +598 98 444 423 (personal and professional)

Mr. Nelson Bouyssounade – Cel. +598 99 121 546 (personal)

Mr. Sebastian Fontes – Cel. +598 99 656 753 (personal and professional)

GOALS

I expect to improve my skills in the area and beyond it, which will allow me to progress at an academically, personal and professional level.

INTERESTS

Reading Spanish and English Project Management magazines such as Wobi and IT Technical field and Science.

Traveling and planning a trip with groups sharing experiences.

Doing Team Sports such as Football, Climbing.

Playing Music with friends.

Knowing people, languages, culture and experiences.

**************************************************

Name: Joana Antonia

Family Name: Pañella Laniella

Place of birth: Montevideo, Uruguay

Age: 25

Nationality: Spanish

Marital status: Married

Home / Cell s:   +598 99 058 146

LinkedIN profile: https://uy.linkedin.com/in/joana-pañella-59773258

Education

Nutritionist Degree - Nourishment College, Republic’s University ǀ Duration: 6 years.

Work Experience

From Sept 2014 to Apr 2016

Assist-Card ı Montevideo, Uruguay

I worked in a call center as Assistance Coordinator for a travel insurance and assistance company. I helped travelers face emergency situations and provide the best solutions to their problems. Overall, I was focused on medical assistance coordination and delay or loss of baggage.

Reference: Imanol Lopez  ǀ : +598 99 184598

From Mar 2012 to May 2014

Freelancer Professor ı Montevideo, Uruguay

I taught violin and sol-fa to beginner students at their houses or at my own house. I educated and taught through different methods adapted to meet the learning needs of all students regardless of their age. To this means, I developed adaptive educational materials.

From Apr 2011 to Nov 2011

Nestlé ı Montevideo, Uruguay

I did promotional staff for the Nestlé winter campaign at different supermarkets during weekends as a way to continue with my college studies without inconvenient. My jobs were to provide merchandise and answer questions about Nestlé products.            

From Jan 2010 to Mar 2010

El Viejo y el Mar ı Montevideo, Uruguay

My day-to-day task was managing the visitor book and giving out security passes, greeting visitors and directing them to the correct table and answering enquiries in person.

Reference: Winston Ferreira  ǀ : +598 96 648452

From Mar 2009 to Dec 2010

Orquesta Sinfónica Juvenil del MEC ı Montevideo, Uruguay

I played with the orchestra several times as the second violin performs at concerts, festivals, theaters and other music venues. I also participate in a recording session for a movie and make educational work in schools.  

Reference: Esteban Tettamanti  ǀ : +598  98 889794

Languages

English and Spanish.

Skills

Strong experience with Computers, Word, Excel, Outlook and internet.

Able to work independently as well as part of a team.

Sales, Marketing and Customer Care.

Able to work directly and indirectly supervised.