Open to opportunities

Luis Escalante

@luisescalante

I’m a NOC Engineer delivering reliable 24/7 network operations, monitoring, and Tier 1/2 incident support for enterprise clients.

El Salvador

Message

What I'm looking for

I’m looking for a high-availability operations role where I can own NOC monitoring, incident triage, and observability tuning (AWS/Grafana/Zabbix), collaborate across teams, and continuously automate root-cause workflows with modern AI.

I’m a NOC Engineer with 20+ years of experience in network operations and 24/7 monitoring of critical infrastructure, supporting enterprise clients with Tier 1/2 troubleshooting and SLA-focused service delivery. I specialize in LAN/WAN administration with Cisco equipment, including VLAN configuration, and I use observability platforms like Zabbix, Grafana, and AWS CloudWatch to drive faster, more accurate incident response.

In my most recent role, I performed proactive monitoring of production infrastructure, triaged AWS-based incidents, and tuned alerting thresholds to reduce false positives while improving signal quality. I also documented incident workflows and escalations through ticketing systems and Microsoft Teams, helping maintain high first-contact resolution rates and reducing escalations to Tier 3 engineering. I’m AWS certified across Solutions Architect, Developer, and AI Practitioner tracks, and I keep pushing through continuous development—currently building an observability-focused homelab exploring LLM integrations for incident triage and root-cause analysis.

Experience

Work history, roles, and key accomplishments

NOC Engineer (Tier 1/2)

Clearview

Mar 2023 - Feb 2026 (2 years 11 months)

Performed proactive 24/7 monitoring of production infrastructure to ensure service availability for enterprise customers. Conducted incident triage on AWS workloads, tuned Zabbix/Grafana/CloudWatch alerting to reduce false positives, and improved first-contact resolution by minimizing escalations to Tier 3.

Triage AWS Cloudwatch Zabbix Grafana Alert Threshold Tuning Service Restarts

DevOps Engineer

ITO

Sep 2022 - Mar 2023 (6 months)

Supported infrastructure operations and production stability by partnering with engineering teams to troubleshoot service issues. Maintained availability through proactive monitoring and rapid response to alerts.

Incident Response Root Cause Analysis service reliability Linux Administration Cross Functional Collaboration

Help Desk Support (Tier 1/2)

ITO – HealthIQ

Oct 2020 - Sep 2022 (1 year 11 months)

Provided Tier 1/2 technical support to enterprise end-users in a high-volume helpdesk environment. Resolved hardware, software, and connectivity issues, managed ticket queues for first-contact resolution and SLA compliance, and diagnosed Windows desktop, application, and network connectivity problems.

Help Desk Support SLA First Contact Resolutions end user support

Help Desk Support (L1/L2)

ITO – HealthIQ

Oct 2020 - Sep 2022 (1 year 11 months)

Delivered Tier 1/2 technical support in a high-volume helpdesk environment, resolving hardware, software, and connectivity issues. Managed ticket queues with a focus on first-contact resolution and SLA compliance, and diagnosed Windows desktop and network connectivity problems.

Tier 1 Support First Contact Resolutions SLA Windows Troubleshooting end user support

Network Admin & Support

GBM El Salvador

Jan 2010 - Jan 2020 (10 years)

Delivered IT outsourcing network and technical support for major enterprise clients, including LAN/WAN administration and Tier 2 data center operations. Configured Cisco Nexus switches (VLANs, STP for redundant topologies) and supported enterprise network connectivity, WiFi, telephony extensions, and workstation/IP phone moves.

LAN WAN VLAN STP Telephony Extension Support IT Support

Network Admin & Tech Support

GBM El Salvador

Jan 2010 - Jan 2020 (10 years)

Provided IT outsourcing support for major enterprise clients, including Tier 2 data center operations and Tier 1/2 service desk coverage. Administered Cisco Nexus access/distribution/core networks with VLAN configuration and STP management, and supported LAN/WAN connectivity, WiFi, and telecom extension configuration while meeting ITIL-based service management processes and SLAs.

LAN WAN VLAN Network Troubleshooting Wi Fi Support IT Service Management SLA

Level 2 Technical Support

Dell El Salvador

Jan 2005 - Jan 2010 (5 years)

Provided advanced Level 2 troubleshooting for Dell enterprise customers, resolving complex hardware failures, driver conflicts, and operating system issues. Built foundational enterprise support expertise that scaled across subsequent roles in network and operations support.

Hardware Failure Diagnosis Driver Conflict Resolution OS Level Troubleshooting Customer Support