Pablo Roberto Ramirez Mora
Network Support Engineer
CDMX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Providing a high level of quality and service in every deliverable in order to meet the customer and the company needs through continuous learning and feedback from the key players involved in the process.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Meraki Mexico Internship Program Mentor
Meraki
Mexico City
01.2025 - Current
- Managed multiple projects simultaneously, ensuring timely delivery of high-quality results.
- Organized regular check-ins with mentees to evaluate progress, set new goals, and address any concerns or issues that arose during the program.
- Served as a role model by exemplifying professionalism, integrity, and dedication throughout all aspects of mentoring duties.
- Established clear expectations for both mentors and mentees at the outset of each relationship, setting a foundation for successful collaboration.
- Built strong relationships with mentees, fostering open communication and trust.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
Network Support Engineer
Cisco Meraki
Mexico City
06.2023 - Current
- Stayed current with industry trends and best practices by attending training sessions regularly.
- Reduced downtime for clients by swiftly identifying and resolving network problems.
- Provided training for junior engineers in network support best practices, contributing to overall team growth and skill development.
- Provided an Intel training for the SE Team based on my previous Fortinet knowledge.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Delivered exceptional customer service by promptly addressing client concerns and providing accurate solutions.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Streamlined communication channels, resulting in improved collaboration among team members.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Acquired and maintained advanced knowledge of networking protocols.
Sr. TAC Engineer Level 2
Fortinet
Mexico City
11.2021 - 05.2023
- Analyzing and providing solutions for complex customers’ network topologies.
- Solving networking issues with Commercial Risk involved for +100K USD Projects and Renewals.
- Supervising and training Level 1 engineers which is shortening Ramp-up process in 20%.
- Configuring internal laboratories to recreate customer’s configuration which is reducing solution time up to 30%.
- Working directly with Development Team to solve customers' issues. Improving CSAT in 25%.
- Documenting internal tickets to help other Engineers to solve their tickets faster. Time improvement between 30% - 40%.
- Skilled at working independently and collaboratively in team environment.
- Provided professional services and support in dynamic work environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
TAC Engineer Level 1
Fortinet
Mexico City
07.2018 - 11.2021
- Gained extensive knowledge in data entry, analysis and reporting.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered services to customer locations within specific timeframes.
- Implemented new reporting system which has reduced response time from 20 minutes to 5-7 minutes.
Integration Engineer
Ericsson
Mexico City
12.2017 - 07.2018
- Developed tools, systems and processes to improve product supportability or overall support productivity.
- Liaised with Implementation Management Team to coordinate delivery of materials and technicians to remote sites to minimize amount of cancelled sites.
- Direct contact with customer to plan next implementation activities based on available materials on site and technicians reducing cancellation rate by 40%.
- Generation of scripts for implementation.
- Validation of scripts before implementation.
- Troubleshooting during implementation to solve any issue while technician was there to avoid site cancellation or any delay of upcoming schedule.
Education
Bachelor of Engineering - Cybernetics And Computer Systems Engineering
Universidad La Salle
Mexico City 07.2002 - 12.2007
Skills
- Analytical and critical thinking
Customer Orientation
Friendliness
Ability to cope well with feedback and rejection
Confidence
Certification
NSE 4
Languages
Upper intermediate,4,Upper intermediate,4
Timeline
Meraki Mexico Internship Program Mentor
Meraki
01.2025 - Current
Network Support Engineer
Cisco Meraki
06.2023 - Current
Sr. TAC Engineer Level 2
Fortinet
11.2021 - 05.2023
TAC Engineer Level 1
Fortinet
07.2018 - 11.2021
Integration Engineer
Ericsson
12.2017 - 07.2018
Bachelor of Engineering - Cybernetics And Computer Systems Engineering
Universidad La Salle
07.2002 - 12.2007
NSE 4
NSE 5 FortiAuthenticator
NSE 7 Architect
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