Jonathan Garcia Gonzalez
Cell Phone: 7019-8859 / 7019-8595
DOB: Feb 12, 1985
Driving license: Yes
Nationality: Costa Rican
A confident and reliable Cisco support engineer with practical experience of working with
networking. Possessing a proven ability to troubleshoot the operation, configuration and
maintenance of networks, as well as having an eye for detail and able to multi-task under
pressure. An excellent communicator, can relate well with people at all levels and has the
flexibility of working well as part of a team and on my own. Now looking further for a successful
career by working for an ambitious and expanding company.
- Universidad Interamericana, Hotel Management Career, completed 8 Four-month periods.
- Inlingua institute, Portuguese, Complete Intermediate Level
- INA, “Curso Introduccion a la computación” (Word, Excel, Power Point) Basico.
CCNA R&S Certified
CCNA Voice certified
CCNP Voice certified
CCNP R&S, Exam 300-101 “Route” passed.
Firewalls Technologies, Zone-Based Firewall, IPS/IDS
(CUCM, Unity Connection, etc)
Customer Service Agent 2007-2010, Sykes Latin America
I started working at Sykes in 2007, in a customer service account called Capital ONE, it is a
financial account, I was a customer service agent dedicated to answering incoming calls from
clients asking general questions and taking payments over the phone, also selling products for
their credit cards. Only English spoken environment.
Cisco Network Engineer July 2010 – Present, Sykes Latin America
In my current account named Cisco Remote Management Services, I started as a Tier1
engineer in an account dedicated to service Voice over IP for a Merril Lynch Bank in the USA.
I managed all related requests to perform changes in callmanager 6.0, limited access to
Routers, Switches and Voice Gateways. My position was a Tier1 agent.
After 1 year on this account I was promoted to Incident Management agent in a Tier2 position,
were my duties changed:
Troubleshoot all issues regarding Cisco IP Phones (7961, 7962, 7936, 7937 models),
Voice Gateways, Unity Connection 8.0, Cisco Unified Communication Manager
callmanager version 22.214.171.12400-11.
Ability to handle multiple roles (Problem engineer, escalations engineer, On-call
Move complex issues from Level 2 to Level 3, providing proper handoff.
Coordinate field services as needed for onsite support
Strictly adhere to processes to update tickets with meaningful and correct notes
System Check of all servers, backup status, UC voicemail, MWI synch, database health.
Plan and performed changes on routers, switches and Voice Gateways. Verify
configurations trough CLI.
Work together with other teams inside the company to implement and resolve
Work together with different ISPs and customers to implement and fix communication
issues between our customers' networks and ISPS’s networks.
Collaborates with Cisco TAC on complex issue resolution.
Work with hardware vendors to fix hardware failures.