David Galeano Serrano
Plainfield,USA
Summary
Experienced IT technician with over 5 years of experience at Amazon, specializing in troubleshooting, systems support, and network infrastructure maintenance. Skilled in diagnosing and resolving hardware, software, and network issues. Demonstrates versatility and attention to detail through hands-on experience as a UPS delivery driver and fragrance compounder. Expanded technical expertise in IT networking during work in Costa Rica, resulting in a well-rounded skill set. Seeking a challenging role to expand knowledge in other areas and satisfy constant learning hunger by utilizing problem-solving abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Amazon Stores
10.2019 - Current
- Supported operations teams at Amazon by troubleshooting and maintaining IT equipment across multiple facilities
- Managed support requests and procedures, assisted in training new hires, and engaged in continuous learning of new technologies
- Provided support to customers in different regional Amazon warehouses such as delivery, sort center, and fulfillment centers, handling physical and mental tasks.
- Worked taking 20 radio calls during the day while working on a ticket queue of an estimated 15 tickets daily while working under pressure and developing projects ordered by the network design and upper-level teams.
Compounder
Agilex Fragrances
11.2018 - 09.2019
- Worked in a fast-paced production environment, responsible for accurately measuring and blending raw fragrance materials to create high-quality products
- Ensured precise adherence to formulas, maintained safety standards, and collaborated with production teams to meet strict deadlines
- Demonstrated a strong attention to detail and consistency in creating complex fragrance compositions, contributing to the overall efficiency and quality of the manufacturing process
Network Engineer
Sykes / Networking
12.2017 - 07.2018
- Specialized in troubleshooting Cisco devices for the AAA department, focusing on ACS and ICE servers
- Worked extensively with authentication protocols, including RADIUS and TACACS+, ensuring secure and efficient network access control
- Collaborated with a dedicated team to resolve complex network issues and maintain system integrity
- Left the position upon relocating to the USA
Network Engineer
Convergys / Networking
10.2016 - 11.2017
- Promoted to a Level 2 trilingual support role after six months with the company, providing technical support for Brocade Technologies
- Gained extensive experience with Brocade's VCS fabric, a key competitor to Cisco Nexus
- Supported network infrastructure and troubleshooting tasks until the company was acquired by Broadcom, which led to the termination of services in Costa Rica
- This role allowed me to further develop my expertise in advanced networking technologies
Network Engineer
Convergys / Networking
12.2015 - 10.2016
- Began my networking career providing support for Juniper MX routers, focusing on border devices between Customer Edge (CE) and Provider Edge (PE) routers
- Developed strong expertise in advanced networking technologies such as MPLS, BGP, Layer 3 and Layer 2 VPNs, and VPLS
- Played a key role in troubleshooting and maintaining critical network infrastructure, ensuring seamless communication across large-scale networks
Education
Associate's degree - ESL Education
National Institute of Learning
Costa Rica12.2008
GED -
Liceo Leon Cortes Castro
Alajuela, Provincia de Alajuela12.2006
Skills
- Cisco
- Juniper
- Networking
- Customer service
- Warehouse Experience
- Network Support
- Hardware Installation
- Remote Desktop Support
- Operating System Support
- Ticketing System Experience
Certification
- Juniper JNCI-SP, 03/01/16, 03/31/19, https://www.youracclaim.com/badges/4f112e2d-3650-4f34-baf9-e89326708a1a/linked_in_profile
- CompTIA Network+, 06/01/23, 06/30/26, https://www.credly.com/badges/19172364-0bb2-4719-b489-3a9dc9ed33f3/public_url
- CDL A, 04/01/23, 06/30/27, demonstrating proficiency in operating a variety of commercial vehicles, including tractor-trailers and heavy trucks.
- CCNA, 07/01/24, 07/31/27, https://www.credly.com/badges/c89c6ef4-b9a0-439a-8009-d0e90afab69f/public_url
Additional Information
Currently working as IT Technician Specialist at Amazon and having more than 9 years of experience supporting technologies such as Juniper, Brocade, and Cisco. Strong customer service and communication skills, with excellent interpersonal abilities. Proven capacity to work under pressure and build effective relationships, thriving both in team environments and independently.
Assessments
Technical support, Proficient, 04/01/20, Performing software, hardware, and network operations.
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
English
Full Professional
Timeline
IT Technical Support Specialist
Amazon Stores
10.2019 - Current
Compounder
Agilex Fragrances
11.2018 - 09.2019
Network Engineer
Sykes / Networking
12.2017 - 07.2018
Network Engineer
Convergys / Networking
10.2016 - 11.2017
Network Engineer
Convergys / Networking
12.2015 - 10.2016
GED -
Liceo Leon Cortes Castro
- Juniper JNCI-SP, 03/01/16, 03/31/19, https://www.youracclaim.com/badges/4f112e2d-3650-4f34-baf9-e89326708a1a/linked_in_profile
- CompTIA Network+, 06/01/23, 06/30/26, https://www.credly.com/badges/19172364-0bb2-4719-b489-3a9dc9ed33f3/public_url
- CDL A, 04/01/23, 06/30/27, demonstrating proficiency in operating a variety of commercial vehicles, including tractor-trailers and heavy trucks.
- CCNA, 07/01/24, 07/31/27, https://www.credly.com/badges/c89c6ef4-b9a0-439a-8009-d0e90afab69f/public_url
Associate's degree - ESL Education
National Institute of Learning
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