Jorge Alamilla
Professional Summary
Results-oriented Technical Support Engineer with a proven track record of delivering exceptional support for Cloudflare's Zero Trust solutions. Adept at troubleshooting, system configuration, and providing customer-centric solutions. Passionate about leveraging technology to optimize user experience and ensure seamless network security operations.
Skills
Technical Support & TroubleshootingCloudflare Zero Trust (WARP, Gateway, Access)Network Security & Performance OptimizationJavaScript & Automation ScriptingIdentity & Access Management (IAM)Customer Relationship Management (CRM)Cloud Platforms: AWS, Google Workspace, Azure ADCross-functional Team Collaboration
Professional Experience
Technical Support Engineer | Cloudflare (December 2023 - Present)
- Provide expert-level technical assistance to Cloudflare customers using Zero Trust solutions, including WARP, Access, and Gateway.
- Manage and resolve technical support cases, ensuring timely responses and effective troubleshooting to meet Service Level Agreements (SLAs).
- Diagnose and resolve network issues using Cloudflare’s internal diagnostic tools and publicly available network troubleshooting utilities.
- Collaborate with cross-functional teams (Product, Engineering) to resolve complex issues and contribute to service improvements.
- Assist customers in deploying and configuring Zero Trust services, including integration with identity providers like Okta and Azure AD.
- Proactively guide customers on best practices to optimize the configuration and usage of Cloudflare's Zero Trust solutions.
- Analyze logs and perform packet capture analysis to identify and mitigate networking and application-level issues.
Technical Support Engineer | Seoul Robotics (2022 - 2024)
- Lead budgeting analysis for IT investments, ensuring alignment with organizational goals while minimizing wasteful spending.
- Oversee and manage IT engineer dispatch operations, creating response protocols for common technical issues and service requests.
- Act as the primary support contact for various enterprise-level solutions, including Google Workspace, Fortigate, Cisco, and AWS.
- Collaborate with internal teams and clients to troubleshoot complex technical issues, ensuring high-quality customer support.
Technical Support Engineer | NETAND Co., Ltd (2021 - 2022)
- Provided expert-level support for a variety of technologies, including SSH, RDP, and SFTP, helping customers resolve technical challenges in real-time.
- Specialized in designing and implementing Identity and Access Management (IAM) systems tailored to client requirements in industries such as banking, telecom, and manufacturing.
- Served as the main point of contact for both technical support and pre-sale operations, ensuring effective communication with international clients.
Education
Master of Information Technology Management
University: Colorado State University - Global Campus | Graduation Year: 2021
Bachelor of Arts in Business Management
University: California State University, San Bernardino | Graduation Year: 2017
Associate of Science in Business Administration
University: Crafton Hills College | Graduation Year: 2014