Isabel - Technical Support Engineer Tier 1 - Cisco TAC

Experiencia demostrada en Cisco IOS XR/XE.

Experiencia demostrada en TCP/IP.

Experiencia demostrada en OSI Model.

Experiencia demostrada en IPv4 Addressing.

Experiencia demostrada en Subnetting.

Delivered Tier 1 TAC support for Cisco service provider networks, troubleshooting Layer 3 connectivity and infrastructure issues in mission-critical environments.. Managed technical cases from initial investigation through resolution or escalation while maintaining a consistently low backlog.. Performed advanced troubleshooting using CLI diagnostics, system logs, configuration reviews and packet captures to identify root causes.. Diagnosed and resolved issues involving Cisco IOS XR/XE, MPLS, QoS, ACLs, routing services and LTE/4G Core technologies.. Supported network upgrades, migrations and hardware/software integrations following ITIL change management practices.. Collaborated with engineering and architecture teams to resolve complex customer-impacting issues and improve network stability and availability.

Managed the complete lifecycle of customer support cases, including case creation, prioritization, documentation, follow-up and resolution for global Cisco customers.. Served as a trainer and shadowing resource for new agents, supporting onboarding, knowledge transfer and team readiness.. Acted as a trusted support resource for the Team Manager, assisting with team coordination, reporting and operational follow-up.. Created performance reports, statistical email updates and presentation materials to communicate team achievements during weekly and monthly business reviews.. Served as the primary point of contact between customers and Cisco engineering teams, coordinating technical escalations and ensuring timely communication.. Maintained customer records, service entitlements and technical documentation in support platforms.. Contributed to process improvement, knowledge-sharing initiatives and overall team performance.