Monty Adams
MEXICO
Summary
Strategic Cybersecurity Leader with 20+ years in network security and technical operations. Directed teams of up to 50, enhancing service reliability through effective escalation management and cross-functional coordination. Expertise spans next-generation firewalls, VPN technologies, Secure SD-WAN, and Zero Trust principles. Proven skills in customer engagement, technical troubleshooting, and driving continuous improvement.
Overview
2
2
Languages
1
1
Certification
28
28
years of professional experience
Work History
Technical Support Engineer -SMB TAC-
FORTINET
Mexico City, Mexico
03.2025 - 07.2026
- Troubleshoot and resolve complex network security, firewall, VPN, routing, switching, and security service issues across enterprise and SMB environments.
- Support FortiGate next-generation firewall (NGFW) environments, including firewall policies, VPN connectivity, routing diagnostics, and security configurations.
- Perform advanced troubleshooting and packet analysis to identify network and security-related issues and accelerate resolution.
- Support IPsec and SSL VPN environments and secure remote-access technologies.
- Managed 3–7 technical escalations weekly, coordinating resources to resolve complex security and networking incidents effectively.
- Engaged directly with customers to communicate technical findings and outline remediation steps and resolution strategies, ensuring clarity and customer satisfaction.
- Produce technical documentation and contribute to knowledge base development to improve operational consistency and technical resolution capabilities.
- Supported broad SMB customer base while balancing case ownership, technical investigation, and escalation management, enhancing overall customer experience.
Queue Administrator / Systems Operations Administrator
RACKSPACE TECHNOLOGY
Mexico City, Mexico
11.2021 - 11.2024
- Supported a high-volume maintenance operation processing approximately 50–80 tickets per day across infrastructure, software patching, hardware replacement, and scheduled maintenance.
- Triaged 50–80 daily maintenance requests and routed work through automated or scheduled manual workflows based on system, platform, and hardware requirements.
- Coordinated maintenance activities across Datacenter Engineering, Windows/Linux Engineering, Network Security, and Oracle teams to maintain service continuity and complete infrastructure changes.
- Directed maintenance requests through appropriate automated or manual workflows, including LAMA automation for applicable Linux/IOU and Windows work and scheduled activities for software patching and hardware replacement.
- Supported cross-functional teams in managing infrastructure-related activities and customer-impacting operational requirements.
- Promoted technical excellence, effective resource coordination, customer service, and continuous improvement.
- Balanced automated and manual maintenance workflows while coordinating specialized engineering resources for changes requiring hands-on support.
Technical Support Team Leader
XEONEX NETWORKS
Mexico City, Mexico
01.1999 - 12.2019
- Provided senior technical leadership for complex infrastructure and networking issues, guiding Tier 3 engineers and coordinating escalations across technical teams.
- Led technical support organizations of up to 50 people, including support engineers and development teams, with 8 direct reports and additional tiered teams.
- Coordinated technical tiers and development resources to resolve issues, restore services, and manage escalations effectively.
- Supported customers through complex technical incidents, ensuring service quality and clear communication throughout.
- Led technical operations, coordinating team efforts in escalation management and customer support for sustained operational success.
- Led a multi-tier organization spanning support and development functions, combining direct people management with broader team coordination.
Education
No Degree - Systems Engineer
Tecnológico De Monterrey
CDMX1997
Skills
- Fortinet FortiGate
- NGFW expertise
- Firewall management
- VPN technologies
- Secure Remote Access
- Network Security
- Cybersecurity Operations
- IPS management
- Web Filtering
- Zero Trust Security
- Network Routing & Switching
- Advanced Troubleshooting
- Packet Analysis
- Incident escalation
- Operations management
- Maintenance management
- Client engagement
- Technical Documentation
- Service reliability
- Operational efficiency
- Team leadership
- Stakeholder engagement
- Team leadership
- Collaboration skills
- Incident escalation
- Systems operations
- Maintenance management
- Client engagement
- Operational efficiency
Certification
- Fortinet Certified Professional — Secure Networking
- Fortinet FortiGate 7.4 Operator
- Fortinet Certified Associate — Cybersecurity
- Fortinet FortiSwitch 7.6 Administrator
- Fortinet FortiGate 7.4 Administrator
- Fortinet FortiGate 7.6 Operator
Languages
English
Spanish
Timeline
Technical Support Engineer -SMB TAC-
FORTINET
03.2025 - 07.2026
Queue Administrator / Systems Operations Administrator
RACKSPACE TECHNOLOGY
11.2021 - 11.2024
Technical Support Team Leader
XEONEX NETWORKS
01.1999 - 12.2019
No Degree - Systems Engineer
Tecnológico De Monterrey