Walter Alejandro Flores
Google Cloud Security Engineer
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Google Cloud Support Engineer-Security
Telus International (El Salvador)
2 2024
- Support customers on best practices on how to secure their Google Cloud environment which increased security to prevent unwanted access.
- Troubleshoot access issues and help organizations design, implement, and manage security controls in Google Cloud, including IAM, VPC, and firewall rules
- Develop and implement security policies and procedures aligned with industry best practices and compliance standards
- Stay up to date with the latest Google Cloud security features and best practices
- Help customers monitor cloud environments for security incidents and threats, and respond quickly to incidents.
Google Partner Support Quality Analyst/SME/Trainer
Telus International (El Salvador)
09.2022 - 02.2024
- Worked as a SOP (Standard Operating Procedures) creator for Google which helped improve proficiency on case handling.
- Supported agents in APAC, EMEA, AMER, and LATAM with questions and review sessions that were conducted remotely in relation to partner support
- Helped create quality scorecards and then acted as a consultant for the scorecard used to evaluate agents in the different regions when providing support to Google partners
- Managed escalations of key Google partners such as SONY to maintain a strong relationship between Google and its most important partners
- Advised SOP creators on creating agent training
- Proposed new initiatives such as creating trial accounts, which improved the level of service provided to partners
- Trained agents to be able to provide the services that come with being a Google partner, for example; obtaining free marketing campaign funding, training, and professional certifications.
Trainer at Accenture India
Accenture India
08.2023 - 11.2023
- Onboarded Accenture India as a new Google vendor for the Partner Support Desk
- Trained a class of 9 people on all partner onboarding and offboarding processes
- Trained quality agents on quality management tools
- Helped future Quality Analyst understand QA processes
- Trained a trainer so he could carry over knowledge to upcoming classes
- Created daily assessments to measure their knowledge and provided daily refreshers to cover gaps
- Provided a workflow on how to get support once out of the country
- Provided technical training on Google Workspace and Google Cloud Platform fundamentals to prepare them in handling complex cases.
Training at Webhelp Malaysia
Webhelp Malaysia
06.2023 - 07.2023
- Taught refresher sessions to a class of 13 people, including participants from China, Korea, Malaysia, and England
- Acted as a consultant for stuck tickets, helping them resolve them
- Taught a class on DNS, as they were having difficulty troubleshooting issues related to this topic
- Helped them create a testing environment to improve service delivery to partners
- Helped improve Quality processes to increase service quality and customer satisfaction (CSAT)
- Created a workflow on how to get support in the future once out of the country.
Training in Philippines
04.2023 - 06.2023
- Provided training for a new class of 12 people
- Trained a trainer to maintain quality of service in future classes
- Conducted case reviews to assess the current status and created action plans to improve CSAT and reduce escalations
- Created a training plan for upcoming classes
- Taught a class to experienced agents (about 20) who were having difficulty understanding the new processes
- Mentored subject matter experts (SMEs) on how to manage their time and prioritize requests
- Created tests to assess all agents (around 30) knowledge of processes, identified gaps, and provided action plans
- Trained them on Google Cloud Platform and Google Workspace fundamentals to improve their problem-solving skills.
Partner Support Desk Trilingual (Eng-Portuguese-Spa)
09.2021 - 09.2022
- Answered queries about becoming a Google Partner
- Provided information about the benefits of being a Google Partner
- Troubleshooted access issues to the consoles provided to partners
- Assisted with general issues related to partnering with Google
- Assisted Google Partners in obtaining appropriate support when the issue is outside the scope of the Partner Support Desk
- Resolved millionaires stuck deals by providing resolution to possible roadblocks.
Data Protection Specialist
05.2021 - 09.2021
- Answered questions about data protection, such as where information is hosted
- Escalated inquiries from large companies about why someone accessed their data
- Answered questions about how Google complies with certain regulations
- Escalated questions about data protection to senior leadership.
Google Workspace Admin Console & Billing Specialist
Telus International
, El Salvador
12.2019 - 05.2021
- Troubleshooted issues with Google Admin Console, user creation, access to Google services, and general SSO issues
- Addressed DNS verification issues
- Handled domain changes
- Provided training to new employees on complex topics such as OAuth and 2SV (Two-Step Verification)
- Resolved issues related to Google Workspace billing, such as fraud, penalties, and suspicious payments.
Education
No Degree - Cloud Computing
Escuela Superior De Innovación Y Tecnología
El Salvador 12.2023 - 12.2026
Skills
Google Cloud Platform
Google Workspace
IAM
Google Migrations
DNS management
Google Admin console
Monitoring tools
Customer Support
GCP Knowledge
Virtualization Technologies
Cloud Computing
Root Cause Analysis
Team Collaboration
Technical Support
Multitasking
User Training
Google Partner Tools like sales console
Certification
Professional Cloud Architect, 09/2024
Languages
English (Professional)
Portuguese (Professional)
Spanish (Native)
Timeline
No Degree - Cloud Computing
Escuela Superior De Innovación Y Tecnología
12.2023 - 12.2026
Trainer at Accenture India
Accenture India
08.2023 - 11.2023
Training at Webhelp Malaysia
Webhelp Malaysia
06.2023 - 07.2023
Training in Philippines
04.2023 - 06.2023
Google Partner Support Quality Analyst/SME/Trainer
Telus International (El Salvador)
09.2022 - 02.2024
Partner Support Desk Trilingual (Eng-Portuguese-Spa)
09.2021 - 09.2022
Data Protection Specialist
05.2021 - 09.2021
Google Workspace Admin Console & Billing Specialist
Telus International
12.2019 - 05.2021
Google Cloud Support Engineer-Security
Telus International (El Salvador)
2 2024