Saul Bonilla
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Engineer
Huawei Technologies
Querétaro City, Querétaro
04.2022 - 05.2024
- Incident management complying with SLA established for products of telecommunications networks in LATAM
- Analysis of servers, storage, cloud platforms in the IT area,
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
- Conducted root cause analysis on recurring problems, developing long-term solutions that minimized future incidents.
- Exceeded performance metrics consistently by prioritizing tasks based on urgency and impact on business operations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Virtual Infrastructure Administrator
Huawei Technologies
Querétaro City, Querétaro
03.2023 - 05.2024
- Managed an internal platform for remote support engineers, overseeing the security and availability of virtual machines
- Responsibilities included software installation, access permission assignment, troubleshooting, and escalation coordination
- Ensure secure access to tools for the success of the TAC
- Provided technical assistance to end-users, troubleshooting connectivity issues, and resolving service requests efficiently.
Network and Cybersecurity Engineer
Cybersecurity
Mastercard
01.2024
Virtual Infra Admin
Huawei Tech. Mexico
01.2023 - 01.2024
Education
Bachelor's Degree in IT Engineering (Intelligent Network and Cybersecurity Area) - Engineering Technology
Universidad Tecnológica De Querétaro
Querétaro City, Querétaro, Mexico10.2022
Skills
- Virtualized Infra Admin
- VM: Vmware, Virtualbox
- Huawei Servers & Storages
- Linux
- Windows
- Cloud Computing
- Network & Software Management
- Penetration Testing
- Critical Thinking
- Verbal & Writing Communication
- Autodidact
- Teamwork
Languages
English B2
Extracurricular Activities
Mastercard Cybersecurity virtual program on Forage 2024
- Completed a job simulation where I served as an analyst on Mastercard’s Security Awareness Team
- Helped identify and report security threats such as phishing
- Analyzed and identified which areas of the business needed more robust security training and implemented training courses and procedures for those teams
Certification
[Google Cybersecurity Analyst] Training - [2024 - In progress]
Timeline
Cybersecurity
Mastercard
01.2024
Virtual Infrastructure Administrator
Huawei Technologies
03.2023 - 05.2024
Virtual Infra Admin
Huawei Tech. Mexico
01.2023 - 01.2024
Customer Service Engineer
Huawei Technologies
04.2022 - 05.2024
Network and Cybersecurity Engineer
Bachelor's Degree in IT Engineering (Intelligent Network and Cybersecurity Area) - Engineering Technology
Universidad Tecnológica De Querétaro