Open to opportunities

Juan Sebastian Solorzano Prada

@juansebastiansolorza

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Results-oriented Telecommunications Engineer with a focus on network security.

United States

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to work on innovative network solutions.

I am a Telecommunications Engineer with over 4 years of experience in maintaining and upgrading business LAN/WAN networks. My career has been marked by a results-oriented approach, where I have successfully reduced downtime through proactive maintenance and developed strong interpersonal skills to build positive client relationships. I am always seeking challenging opportunities to leverage my recent knowledge in cybersecurity and programming to contribute to an organization's secure and efficient network infrastructure.

In my current role as a Technical Support Specialist at EPLUSTECHNOLOGY, I have reduced ticket resolution time by 15% by developing a streamlined troubleshooting methodology. My experience includes diagnosing and resolving network/system issues both independently and collaboratively, ensuring timely resolution of incoming tickets, and documenting solutions for common issues. Previously, I provided comprehensive IT support for over 50 OXXO Colombia stores, maintaining a 99% uptime rate for POS systems through proactive maintenance and troubleshooting.

My educational background includes a Bachelor's degree in Telecommunications Engineering and a focus on Cybersecurity from Alamance Community College. I have a strong foundation in various technologies, including MPLS, OSPF, BGP, and VPN protocols, and I am proficient in using tools like SolarWinds for comprehensive network management. I am committed to continuous learning and professional development in the ever-evolving field of telecommunications.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Eplus Technology

Oct 2022 - Present (2 years 8 months)

Reduced ticket resolution time by 15% in a Managed Services Center (MSC) by developing a streamlined troubleshooting methodology. Diagnosed and resolved network/system issues independently and collaboratively using strong analytical and problem-solving skills. Managed and maintained incoming tickets in ServiceNow, ensuring timely resolution and follow-through.

ServiceNow Problem Solving Technical Support

IT Support

Oxxo Colombia

Jan 2017 - Present (8 years 5 months)

Provided comprehensive IT support for over 50 OXXO Colombia stores, ensuring smooth operation and minimal downtime. Maintained a 99% uptime rate for POS systems (Cobol) through proactive maintenance and troubleshooting. Analyzed and implemented effective Windows maintenance protocols, minimizing system risks.

COBOL Windows Technical Support Maintenance Troubleshooting

Engineer Support Regional

IFX Networks

Aug 2015 - Present (9 years 10 months)

Delivered global technical support to business clients, resolving complex issues across MPLS, OSPF, BGP, and VPN protocols. Applied in-depth Firewall knowledge of network routing and security solutions to optimize client connectivity. Utilized SolarWinds for comprehensive network management and monitoring.

MPLS OSPF BGP VPN Firewalls Routing Solarwinds Technical Support

Incident Management Analyst

Ezentis

Feb 2013 - Present (12 years 4 months)

Provided exceptional technical support to business clients in a fast-paced call center environment. Demonstrated a strong understanding of diverse technologies, including ATM products, Frame Relay, Satellite Internet, and ADSL. Troubleshot complex technical network issues effectively, minimizing client downtime and ensuring efficient problem resolution.

Technical Support Incident Management Communication Skills

Education

Degrees, certifications, and relevant coursework

Alamance Community College

Information Technology, Systems Security (Cybersecurity)

Grade: 3.4

Completed a comprehensive program focusing on systems security and cybersecurity. Gained expertise in protecting information systems and networks from threats.

Universidad Militar Nueva Granada

Bachelor's in Telecommunications Engineering, Telecommunications Engineering

Grade: 3.4

Studied the principles and applications of telecommunications engineering. Developed a strong foundation in network infrastructure and communication systems.