Diego Romero

Soy un apasionado por la tecnología, tengo más de 5 años dando excelente servicio al cliente y soporte técnico, en los cuales he aprendido tecnologías como Cisco, Okta y Active Directory.

Actualmente me encuentro estudiando una carrera en informática y computación, por lo que he adquirido conocimientos básicos en programación y bases de datos.

Me considero una persona que aprende rápido un rol y que le puede desempeñar de una buena manera, ademas de ser  excelente solucionando problemas.

Customer Service Representative
Sykes
September 2017 - May 2019

Sonos Hi-Fi Agent
Sykes
May 2019 - March 2020
It is my first experience as a support representative, assisting
customers to install and configure new Sonos devices within a
Wireless connection.

Cisco Tac Engineer
Sykes
March 2020 - June 2021
• Experience in designing, configuring, implementing, and testing
LAN, WAN, Ethernet, Frame relay, and IP routing protocols such as
OSPF, IGRP, RIP, BGP, EIGRP
• Responsible for the secure development lifecycle for Cisco's Nexus
line of products, including Application Centric Infrastructure (ACI),
Application Policy Infrastructure Controller (APIC) - Cisco's Software
Defined Network (SDN) solution, as well as the Cisco Nexus 9k, 7k,
6k, 5k, 4k,
• Understanding of different network devices: routers, firewalls,
switches, load balancers.
• Knowledge in Microsoft and Unix-based operating systems.
• Identify the root cause of network-impacting problems and provide
appropriate solutions.

Okta L2 Compute
Sykes
June 2021 - April 2022
• Giving level 2 support to Cloud Integrated Identity and Access
Management service (IAM service)
• Windows Server 2008 R2 and higher, Active Directory and
Windows agents to provide delegated authentication.
• LDAP, SSO, SAML, or WS-Federation Setups
• Supporting implementation for cloud applications such as Office
365, ServiceNow, Cisco, G Suite, Salesforce, AWS.
• Cross-platform OS knowledge (Linux, Mac OS X, Windows)
• Basic scripting skills (BASH, Python, etc.)
• Assist clients with integrating Okta with a different system ( Active
Directory, LDAP, RADIUS)
• Work with high-management to improve the customer's product
experience.
• Assist with Multifactor Authentication (MFA) Support for a broad
set of cloud applications and On-Premise systems.
• Troubleshoot and RCA bugs for Engineering with full end-to-end
ownership
• Act as a liaison between Customers and Product Management to
drive product development.
• Interact with all levels of management and roles within the
customer organization and Okta.
• Perform hands-on configuration and troubleshooting of the Okta
Product.
• Meet specific management and QA requirements.
• Provide well-thought-out and reliable direction, both in technical
and non-technical terms, to help customers integrate, deploy and
maintain their Okta service.
• Use of troubleshooting tools such as Fiddler, SAML tracer,
Wireshark, and Har files to ensure proper resolution of tickets
• Knowledge of APIs and SCIM

L3 Active Directory Support Engineer for Microsoft
Allyis
April 2022 - Present
• Giving level 3 support to enterprise Active Directory
administrators.
• Active Directory topology and management.
• AD replication.
• AD users and computers object management.
• LDAP.
• Kerberos and delegation.
• NTLM.
• Public Key Infrastructure (PKI) deployment and management.
• Remote File Systems (SMB).
• DNS deployment and management.
• Group Policy management.
• Clustering.
• Server management tools.
• Hyper-V management and VM deployment.
• Powershell.

Bachelor of Social and Economic Planning
Universidad Nacional de Costa Rica
2011-2015

Cisco Modules and CCNA
Cisco Networking Academy
2018-2019

Okta Certified Consultant
Okta
2021

Técnico Universitario en Computación e Informática
UNED
2022-Present