Amazon Web Services (AWS)

Cloud Support Engineer II

Check Point Software Technologies, Ltd.

• Met weekly with my assigned customers to proactively address issues and concerns, provide/request updates on existing cases, as well as advise on performance optimizations and product releases.

• Provided assigned customers with weekly and quarterly reports on the status of their environment, catching problems before they could affect the network – product reaching EOL, expiring VPN certificate, unnoticed crashes, expiring licenses and contracts, etc.

• Replicated customer’s environment in lab (virtual and physical) in order to deeply investigate complex issues without causing any harm to the production environment.

• Executed critical changes and migrations in lab prior to carrying it out in production, making sure the environment remains stable.

• Met with customers in loco in order to assist on deployments as well as educate them on how to use Check Point products.

• Assisted customers on planned activities, such as migration, upgrades, patches, and maintenance windows, providing them with the appropriate MOP for the specified activity.

• Rapid engagement on critical and high severity cases, making sure the customer’s issue is addressed as well as the SLA is met.

• Collected and analyzed debugs in order to pinpoint the issue’s root cause.

• Reviewed stack traces from core files in order to understand what caused the process to crash.

• Managed escalations to service or development teams when a specific fix/investigation was needed.

• Troubleshot IPsec VPN tunnels – IKE phase 1 and IKE phase 2 –, security policy installations, rulebase matching, IPS protections, Application Control and URL Filtering, database updates, performance issues due to high CPU and memory utilization, IP translation (NAT) issues, ACL issues, domain resolution, license installation, etc.

Diamond Services Engineer

• Coordinate networking projects with customers, Colocation Providers, and Internet Service Providers (ISP) to deploy and test peering circuits across different AWS locations. Upon the creation of a standard procedure, I helped reduce the time to completion by 75%, which was essential to launching new PoP sites.

• Coordinate the implementation of networking solutions across different AWS Data Centers and PoP sites. These projects include: implementation of spine-leaf solutions, execution of change management to replace and/or upgrade core routers, installation of new devices (Cisco, Juniper, Ciena), etc.

• Created a documentation to standardize procedures as well as provide the visibility in order to prevent an eventual capacity shortfall.

• Escalation for Linux, hardware, and network-related issues, as well as primary point of contact for high severity incidents.

• Deployment, administration, and troubleshoot of several Linux servers, diagnosing the root cause for issues in different subsystems - CPU, memory, disk, and network.

• Provide 24/7 oncall support and systems maintenance.

IT Support Engineer, Data Center Operations

• Deployment, administration, and troubleshoot of several Linux servers, diagnosing the root cause for issues in different subsystems - CPU, memory, disk, and network.

• Replacement of faulty server/hardware components as well as faulty networking devices - motherboard, CPU, memory, disk, RAID, network cards, dongle cards, backplanes, switches, routers, line-cards, supervisor cards, etc.

• Troubleshoot of multiple network components, such as routers, switches, DWDM, line-cards, optical fibers, SFPs, QSFPs, etc.

• Coordinate and implement local network scaling projects. 

• Provide IT support to multiple teams/sites.

IT Support Associate II, Data Center Operations

Atento Brasil

• Provided specialized oncall support to enterprises as well as local businesses, restoring the WAN connectivity and ensuring system stability.

• Carried out scheduled change managements in order to implement configuration changes, such as addition of new BGP peering session, addition of new routers to OSPF, device replacements, etc.

• Worked together with the customer's local IT team in order to fix network problems - routing protocol advertising wrong networks, packets being filtered by ACLs and Firewalls, NAT misconfigured, port security blocking network access, interface speed mismatch, duplex misconfigured, etc.

• Provided training and assistance to junior team members.

Network Support Analyst, Network Operations Center (NOC)

Skills:

- Linux, Next Generation Firewall (NGFW), TCP/IP, IPsec VPN, IPS, Clustering (VRRP / Check Point ClusterXL), Packet Capture (TCPdump / Check Point FW Monitor), Wireshark, Stack Trace analysis, File Systems, LVM, RAID, DNS, DHCP, etc.

- AWS: Elastic Load Balancer (ELB), Auto Scaling, CloudWatch, EventBridge, Global Accelerator (GA), CloudFront (Content Delivery Network / CDN), EC2, VPC, VPC Lattice, IAM, S3, Route 53, Web Application Firewall (WAF), etc.

- BGP, OSPF, EIGRP, VLAN, ACL, NAT, Check Point Gaia OS, Cisco IOS.

- Shell Script, JavaScript / Node.js, RESTful API, Git, GitHub, MySQL, MongoDB.

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