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 primary point of contact for support for Cloudflare customers for technical support
- Use tools such as dig, traceroute, cURL, mtr and custom troubleshooting tools to troubleshoot server, Cloudflare edge, WARP and other errors and use that information to help customers resolve their technical issues.
- Provide support for Cloudflare's Zero Trust product.
- Troubleshoot and resolve customer issues effectively.
- Collaborate with engineering teams to improve product functionality.
- Explain technical information in clear terms to non-technical individuals to promote better understanding and reduce ticket resolution time.
-
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)