Trinidad Merino
Lavon,TX
Summary
Professional technical specialist equipped to address complex issues and drive resolutions in high-pressure environments. Adept in diagnosing and troubleshooting advanced system problems, leveraging deep knowledge in software and hardware domains. Strong focus on team collaboration and achieving results, with reputation for reliability and adaptability. Skilled in communicating technical concepts clearly and effectively, ensuring seamless support and customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Escalation Engineer
IBM Managed Security Services
04.2014 - Current
- Check Point subject matter expert for any technical issues that may arise with the platform, if there was need for further clarification about a specific feature set, or if there was a high level project that needed an SME’s expertise.
- Provide guidance on Check Point products and proof of concepts for customers and internal IBM employees.
- Assigned projects for specific customers to resolve their outstanding issues or provide a technical resource for any questions they may have.
- Resource for Check Point and FortiGate escalations.
- Dedicated engineer for several customers providing a single point of contact for any issues on their devices or the affected environments.
- Experience with a variety of platforms including VMware NSX, Zscaler, Palo Alto, Fortigate, Cisco ASA.
Escalation Engineer
IBM Managed Security Services
11.2012 - 04.2014
- Check Point subject matter expert for any technical issues that may arise with the platform, if there was need for further clarification about a specific feature set, or if there was a high level project that needed an SME’s expertise.
- Provide guidance on Check Point products and proof of concepts for customers and internal IBM employees.
- Assigned projects for specific customers to resolve their outstanding issues or provide a technical resource for any questions they may have.
- Resource for any Check Point and FortiGate escalations.
- Escalation Engineer, November 2012 – April 2014
- Escalation point for the SOC, providing deeper and more advanced knowledge and understanding of related support technologies.
- Mentored fellow engineers and security analysts in specific support technologies of which I am intimately familiar with.
- Provided high level support to our customers to make sure that their needs were fully met.
Diamond Services Engineer
Check Point Software Technologies Ltd.
12.2010 - 11.2012
- Provide personalized and comprehensive support for specific accounts that require a dedicated Check Point engineer who is knowledgeable in Check Point products and network security.
- First point of contact for all support related issues for the dedicated accounts, either via phone, email, or web tickets. Provided onsite services if requested.
- Facilitated ongoing communication between clients and Check Point support via weekly or biweekly status calls. Discussed all open issues as well as current and future plans for the client’s environment and helped maintain an open dialog with the client.
- Worked with Check Point Professional Services on several engagements in Latin America.
- Provided onsite training for various Check Point products, including Provider-1 and VSX.
- Managed multiple accounts with a variety of support issues and a high paced environment.
Technical Advisor – Product Team 2/3
Check Point Software Technologies Ltd.
10.2010 - 12.2010
- Support engineer for the more advanced products that Check Point offered. ClusterXL, SecureXL, VSX, Provider-1.
- Assisted frontline and Product Team 1 engineers with any issues or questions that they had.
Technical Advisor – Product Team 1
Check Point Software Technologies Ltd.
06.2010 - 10.2010
- Support engineer for general firewall products and features such as VPN, Firewall, etc that the frontline team could not resolve in a timely manner.
- Assisted frontline engineers with any questions they may have had.
Technical Advisor – Frontline, 2009 – June 2010
Check Point Software Technologies Ltd.
09.2009 - 06.2010
- Frontline support for any issues that came into the TAC. Assisted customer either until resolution or if the issue could not be resolved a timely manner, transferred the customer to the respective product team depending on which feature that they were having an issue with.
Education
Associate of Arts -
Tarrant County College
Fort Worth, TXSkills
- Bilingual - Able to speak and write in both English and Spanish
- Installation, configuration, maintenance, and support for various Check Point products and versions including Multi-Domain, VSX, ClusterXL, CoreXL, SecureXL, Remote Access, SmartEvent/SmartReporter, DLP, Identity Awareness
- Policy management and troubleshooting for various Fortinet products including FortiGate and FortiManager
- Experience with Palo Alto firewalls
- Experience with VMware NSX
- Experience with Cisco ASA
- Excellent verbal and written communication skills
Certification
Check Point CCSE R80
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Escalation Engineer
IBM Managed Security Services
04.2014 - Current
Escalation Engineer
IBM Managed Security Services
11.2012 - 04.2014
Diamond Services Engineer
Check Point Software Technologies Ltd.
12.2010 - 11.2012
Technical Advisor – Product Team 2/3
Check Point Software Technologies Ltd.
10.2010 - 12.2010
Technical Advisor – Product Team 1
Check Point Software Technologies Ltd.
06.2010 - 10.2010
Technical Advisor – Frontline, 2009 – June 2010
Check Point Software Technologies Ltd.
09.2009 - 06.2010
Associate of Arts -
Tarrant County College
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