Cesar Alejandro Hidalgo Noriega
Mexico City,MX
Summary
Security Escalation Engineer with nearly six years of continuous service at Cisco, specializing in advanced VPN troubleshooting, security incident resolution, and escalation management. Proven track record of delivering expert, timely solutions under pressure while maintaining exceptional customer satisfaction. Skilled in mentoring, knowledge sharing, and driving operational excellence within security teams. Holds full CCNP certification and committed to continuous professional growth and collaboration across global teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Consulting Engineer(Escalation Engineer)
Cisco Systems, Inc.
Mexico City
04.2020 - Current
- Expertly handled and resolved complex security cases involving FTD, ASA, and various VPN technologies, including site-to-site, DMVPN, FlexVPN, GETVPN, and remote access VPN.
- Acted as primary escalation point for critical issues, ensuring rapid and expert resolutions under pressure.
- Facilitated new-hire training sessions to enhance team ramp-up and skill acquisition.
- Analyzed product bugs and systematically filed reports to support documentation improvements and elevate customer satisfaction.
- Facilitated cross-functional collaboration with Cisco teams to address VPN-related challenges.
- Facilitated BEMS submission evaluations to uphold rigorous internal quality standards.
- Drove initiatives to reduce aged case metrics and enhance overall team performance.
Network Intern
Cisco Systems, Inc.
Mexico City
07.2019 - 04.2020
- Pursued Cisco CCNA and CCNP Switch certifications, concurrently engaging in training focused on soft skills and effective customer interaction.
- Collaborated with VPN TAC team since November to address remote access and site-to-site VPN support tickets, ensuring efficient resolution.
Education
Bachelor of Science - Telecommunications And Electronic Systems Engineer
Monterrey Institute Of Technology And Higher Education
Mexico City12-2018
No Degree - Cyber Security, Cyber Attacks And Cyber Wars
CEVRO Institute
Prague, CZ12-2017
Skills
- SSL/TLS
- IKEv1/IKEv2
- PKI and Certificate Management
- OpenSSL
- Cisco Secure Firewalls (ASA/FTD)
- VPN Technologies
- Troubleshooting and Debugging
- Network Security Fundamentals
- IOS/IOS-XE
- AAA and MFA Configuration
- SAML (Duo/Azure)
Accomplishments
- Expertise in Cisco Security Solutions and Escalation Management: Served as Shift 4 main point of contact for escalations from GDP, HTTS and TAC rapidly resolving critical issues including major CAT, CAP, and GFEP cases
- Technical Innovation and Documentation Improvement: Proactively identified and filed multiple bugs to improve product
documentation and customer experience, and contributed to customer-facing documentation. - Customer-Facing Enablement and Technical Presentations: Cisco Community LATAM Webinars to spanish-speaking customers, CLUS 24: TAC Mini-Session Distinguished Speaker, CLUS 25: Full Breakout Speaker (BRKTAC-3002), CLUS 26: Accepted session (BRKSEC-2058)
- 100% Customer Satisfaction Rate: Maintaining 100% CSAT since FY21
- 100% Customer Satisfaction Rate
Certification
- Cisco Certified Network Professional (Security)
- Cisco Certified Specialist (Implementing Secure Connections with VPN)
- Cisco Certified Network Associate
Languages
Spanish
Native or Bilingual
English
Full Professional
German
Elementary
Timeline
Technical Consulting Engineer(Escalation Engineer)
Cisco Systems, Inc.
04.2020 - Current
Network Intern
Cisco Systems, Inc.
07.2019 - 04.2020
Bachelor of Science - Telecommunications And Electronic Systems Engineer
Monterrey Institute Of Technology And Higher Education
No Degree - Cyber Security, Cyber Attacks And Cyber Wars
CEVRO Institute