Rigo Soto
@rigosoto
I lead major incident response and voice infrastructure operations for enterprise healthcare environments.
Costa RicaWhat I'm looking for
At Kaiser Permanente, I lead daily service delivery for Voice Engineers supporting enterprise-wide Cisco Unified Communications infrastructure in a mission-critical healthcare environment.
I serve as Primary Incident Commander for P1/P2 incidents, coordinating Network, Security, Server, and Application teams through technical bridge calls to accelerate restoration. I maintain SLA/KPI performance, oversee upgrades and changes, and deliver operational metrics and post-incident reviews to IT leadership.
Previously at HPE supporting Procter & Gamble, I directed end-to-end response for high-impact global IT outages. I produced executive communications, aligned Incident, Problem, and Change Management through ITIL practices, and facilitated RCA sessions to reduce repeat critical outages.
My technical background includes Tier 2/3 Cisco Voice support, complex migrations, Cisco Unified Communications, and Citrix ADC infrastructure for high availability and application performance.
Experience
Work history, roles, and key accomplishments
Lead daily operations and service delivery for a team of Voice Engineers supporting enterprise-wide Cisco Unified Communications infrastructure. Act as Primary Incident Commander for high-priority incidents (P1/P2), coordinating technical bridge calls across multiple teams to accelerate resolution times.
Provided Tier 2/3 operational support and advanced troubleshooting for enterprise Cisco Voice architecture. Executed complex technical migrations, system upgrades, and routine maintenance windows with minimal disruption to business operations.
Directed end-to-end management of high-impact P1/P2 global IT outages supporting Procter & Gamble's enterprise infrastructure. Managed critical technical bridge calls, orchestrating global engineering teams toward rapid service restoration.
Citrix / NetScaler Engineer
Managed enterprise Citrix ADC (NetScaler) load-balancing infrastructure to ensure high availability and application performance. Configured and maintained Traffic Domains, Content Switching, GSLB, SSL VPN, and High Availability deployments.
Education
Degrees, certifications, and relevant coursework
Rigo hasn't added their education
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Availability
Location
Costa RicaAuthorized to work in
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Skills
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