Daniela Juárez Ortiz
COMMUNICATION AND ELECTRONIC ENGINEER
Summary
Accomplished Cloud Support Engineer with a proven track record at AWS, Amazon Web Services, enhancing customer satisfaction and streamlining cloud migrations. Expert in Network Troubleshooting and Disaster Recovery, with a knack for fostering strong client relationships and resolving complex technical issues, significantly contributing to team success and efficiency.
Overview
8
8
years of professional experience
6
6
Certifications
Work History
Cloud Support Engineer II
AWS, Amazon Web Services
01.2023 - Current
- Conducted training sessions for junior team members and new hires, fostering a culture of continuous learning and skills development.
- Collaborated with cross-functional teams to design, develop, and implement seamless cloud migrations.
- Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
- Participated in after-hours on-call support rotations, ensuring round-the-clock availability for critical incidents resolution.
- Ensured optimal security for client data through regular audits and implementation of robust safeguards.
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Technical Support Engineer
Cisco Systems, Inc.
12.2017 - 01.2023
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Earned recognition from management for consistently delivering exceptional service quality.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Delivered Tier-3 support and SME input to internal and external customers.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
Pre Sales Engineer
CITEL Corporacion Integral De Telecomunicaciones
12.2016 - 11.2017
- Educated clients on the technical aspects of products, ensuring they had a clear understanding of functionality and benefits.
- Delivered compelling product demonstrations that showcased key features and benefits, leading to higher conversion rates.
- Streamlined the pre-sales process for increased efficiency and accelerated deal closure rates.
- Enhanced client satisfaction by conducting thorough needs assessments and providing tailored product recommendations.
- Assisted sales teams in achieving revenue goals through strategic pre-sales activities and close collaboration.
- Resolved complex technical issues during pre-sales engagements, demonstrating problem-solving skills that built customer trust in our solutions.
- Developed strong relationships with clients, resulting in repeat business and a high level of customer retention.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Education
MBA - Finance
Universidad Del Valle De México
Estado De Mexico 05.2001 -
Bachelor of Science - Electrical, Electronics And Communications Engineering
Escuela Superior De Ingenieria Mecanica Y Electric
Ciudad De Mexico 05.2001 -
Skills
Network Troubleshooting
Disaster Recovery
Problem-solving abilities
Time Management
Relationship Building
Security management
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Certification
Cloud Practitioner
Timeline
Cloud Support Engineer II
AWS, Amazon Web Services
01.2023 - Current
Technical Support Engineer
Cisco Systems, Inc.
12.2017 - 01.2023
Pre Sales Engineer
CITEL Corporacion Integral De Telecomunicaciones
12.2016 - 11.2017
MBA - Finance
Universidad Del Valle De México
05.2001 -
Bachelor of Science - Electrical, Electronics And Communications Engineering
Escuela Superior De Ingenieria Mecanica Y Electric
05.2001 -