Technical Support Engineer
Resume:
JUNEL ZABALDICA VILLAR
Lobo, Batangas, Philippines, 4229
***********@*****.***
linkedin.com/in/junel-villar-b19332136
Experienced Technical Support Engineer providing exceptional customer service and troubleshooting complex technical issues in a fast-paced environment. Specialized in implementation, administration and troubleshooting of IP networking solutions with strong focus on Network Firewalls. Skilled with good understanding of network infrastructure, security protocols, troubleshooting techniques and collaborating with cross-functional teams to enhance product stability. PROFESSIONAL EXPERIENCE
Technical Support Engineer
October 2021 - July 2024
Sophos Computer Security Pte. Ltd. (Sophos)
● Responsible for case/ticket creation via Ticket Management System.
● Diagnose, troubleshoot, and resolve customer-reported technical issues/concerns with the product through direct communication (phone, email, remote desktop).
● Replicate customer-reported technical issues in the test environment to provide accurate resolution and determine root cause analysis.
● Provide and document a comprehensive summary of the troubleshooting process and results.
● Collaboration with the next tier of support and other departments to reduce resolution times, and enhance overall operational efficiency.
Security Device Management Engineer
November 2020 – September 2021
Perimeter E-Security Phils. (SilverSky)
● Responsible for managing customer firewalls, configuration change requests and troubleshooting.
● Take part in setting up devices for turning up new clients.
● Perform regular checks/follow through with customers regarding their open tickets until resolved.
● Coordination to Level 2 engineers for mentoring and escalation to provide comprehensive and timely customer support.
Systems Specialist
March 2017 - October 2020
MEC Networks Corp.
● Participate in project execution, including meetings, device configuration, migration, testing, and documentation of various networking devices tailored to specific client needs.
● Provide post-sales support to customers and partners including phone, email, remote sessions or on-site technical assistance.
● Conduct internal product training to newly hired Systems Engineers.
● Coordinate customer critical issues to Product/PrincipalTAC support to ensure timely resolution and maintain customer satisfaction.
SKILLS & COMPETENCIES
● Working knowledge with Sophos, Fortinet, SonicWall firewalls.
● Fundamentals of IP Networking & Security
● IP Network Troubleshooting (IP, VLAN, Routing, DNS, DHCP, TCP/IP,)
● Working knowledge on Network Firewall Operations (VPN, NAT, Web/App Filtering, Firewall rules)
● Fundamental knowledge on Linux commands
● Good understanding on security technologies/concepts (Firewalls, SIEM, WAF, AntiVirus).
● Customer-facing Technical Support
● Verbal and Written communication skills
● Good understanding on Cloud Infrastructure (AWS, Azure)
● Customer service
● Analytical and problem solving skills
CERTIFICATIONS
Sophos Certified Engineer Nov 2021
Sophos
NSE4 Network Security Professional Feb 2020
Fortinet
NSE5 Network Security Analyst Apr 2019
Fortinet
Sonicwall Basic and Advance Administration June 2018 SonicWall
EDUCATIONAL BACKGROUND
BS in Electronics and Communications Engineering
ICCT Colleges Foundation Inc.
May 2010 - Sept. 2014
ABOUT
● Age: 31
● Date of Birth: April 27, 1993
● Civil Status: Single
● Religion: Catholic
● Language Spoken/Written: English, Filipino
REFERENCE
Available upon request
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