Jorge Gomez
Technical Account Manager
Palm Beach Gardens,FL
Summary
Technical Account Manager with experience providing support for customers in technical support, cyber security, cloud operations and escalation management. Experienced interacting and building relationships with executive stakeholders and driving customers technical implementation.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Cloud Technical Account Manager
Amazon Web Services
07.2021 - Current
- Lead cadence calls and office hours to proactively identify sessions related to training, architecture reviews and cost reductions
- Helped customer identify savings opportunities by suggesting to change their instances (EBS Volumes) from GP2 to GP3. Improving performance and reducing cost by 20%
- Triage with client partners, Support engineers and service teams to address customer issues in a timely manner
- Mentor fellow new Technical Account Managers in their preparation for customer onboarding and monthly business reviews
- Collaborate with Solutions Architects, Account managers, channel partners with focus on solving customers needs
Product Support Engineer | Cybersecurity
Imperva Inc.
11.2020 - 07.2021
- Provided Cybersecurity protection to customers worldwide using Web Application Firewalls, Advance Bot Protection services and Attack Analytics products
- Security Event monitoring for customers and investigate any issues related to possible attacks (DDOS attacks, XSS,)
- Worked troubleshooting calls with clients in order to analyze network traffic using Wireshark and perform connectivity tests.
- Collaborated with Tier 2 and SOC Engineers for any escalation matters via Slack and Salesforce and Jira
- In charge of mentoring new Engineers and providing guidance throughout first 4 weeks of onboarding.
Senior Desktop/End User Support Engineer
Humana Inc
01.2012 - 10.2020
- Lead Network refresh for Doral and Sunrise offices
- Performed evaluations for business units in efforts to upgrade their technology needs
- Boosted productivity to IT team by improving Service Level Agreements to a 99% yearly average starting from 2013 to current year.
- Spearheaded WIN10 refresh project
- Provide assistance to over 700 users in multiple sites across 3 different cities (Miami, Tampa and Orlando) including remote teams
Education
Bachelor of Science - Informations System Security
ITT Technical Institute - Miami, FL
05.2011 - 03.2015
Skills
AWS, DNS, TCP/IP, HTTPS, IPSEC, SSL, VPN, HTTP, Load Balancing, Wireshark, Cloud Computing, Web Application Firewalls
Certification
AWS Certified Solutions Architect Professional
Timeline
AWS Certified Solutions Architect Professional
01-2022
Cloud Technical Account Manager
Amazon Web Services
07.2021 - Current
Product Support Engineer | Cybersecurity
Imperva Inc.
11.2020 - 07.2021
AWS Certified Solutions Architect Associate
03-2020
Senior Desktop/End User Support Engineer
Humana Inc
01.2012 - 10.2020
Bachelor of Science - Informations System Security
ITT Technical Institute - Miami, FL
05.2011 - 03.2015
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