Jorge Alamilla

Email: jorge@alamillait.com

Phone: (909) 314-4097

Location: San Bernardino, CA

LinkedIn: https://www.linkedin.com/in/jalamilla

Summary

Dedicated Technical Support Engineer with expertise in Cloudflare's Zero Trust product. Passionate about enhancing user experience and providing exceptional technical solutions.

Skills

• Technical Support
• Cloudflare Zero Trust
• JavaScript
• Problem Solving
• Customer Service
• Network Security

Experience

• Technical Support Engineer at Cloudflare (Dec 2023 - Present)
  • Serve as the primary technical support contact for Cloudflare customers, providing expert assistance for issues related to Zero Trust services, including WARP, Access, Gateway, and identity-based security solutions.
  • Manage and resolve support requests through Zendesk and Salesforce Service Cloud, ensuring timely, clear, and empathetic communication while adhering to service-level agreements (SLAs).
  • Use publicly available diagnostic tools and Cloudflare's internal tools to identify and resolve networking issues, performance concerns, policy misconfigurations, and other technical challenges.
  • Assist customers with deploying and configuring Zero Trust solutions, including device enrollment, policy creation, and integration with third-party identity providers (e.g., Okta, Azure AD, Google Workspace).
  • Collaborate with cross-functional teams, including Engineering and Product teams, to escalate and resolve complex issues while contributing to product feedback and improvement.
  • Provide guidance to customers on best practices for configuring and maintaining Cloudflare Zero Trust services.
  • Leverage log analysis and packet capture tools to diagnose and resolve application-level and network-level issues affecting Zero Trust deployments.
  • Actively participate in team stand-ups, incident postmortems, and continuous learning initiatives to stay current with Cloudflare technologies and industry trends.
• Technical Support Engineer at Seoul Robotics (2022 - 2024)
  • Direct budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
  • Oversee on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
  • Served as the primary point of contact for support relating to owned solutions and products, including Google Workspace, Azure AD, Fortigate, Cisco, AWS, Atlassian, and Salesforce.
• Technical Support Engineer at NETAND Co., Ltd (2021 - 2022)
  • Proficiently addressed user support requests, providing guidance and solutions for issues related to SSH, RDP, SFTP, VNC, and other clients, including firewall configuration and testing.
  • Specialized in designing and implementing IAM systems for diverse clients, including banks, factories, and telecom companies.
  • Supported technical support and pre-sale operations as the central point of contact for the international customers.

Education

• Master of Information Technology Management, Colorado State University - Global Campus (2021)
• Bachelor of Arts, Business Management, California State University, San Bernardino (2017)
• Associate of Science, Business Administration, Crafton Hills College (2014)