Leonard Kim Gacillos
Tier 3 Product Support Engineer
Batangas City
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Tier 3 Product Support Engineer
Cato Networks
06.2024 - Current
- Own and manage customer issues and see problems throughout resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude
- Work directly with R&D and Product Management on customer issues upon full resolutions
- Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
- Nurture the relationship with the customer through ongoing communication and periodic meetings
- Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
- Monitor customer status and identify both areas of concern and growth opportunities
- Be a part in building and expanding the company’s Global Support Services
Technical Support Engineer - L2
Sophos
07.2022 - Current
- Provide advanced troubleshooting via remote sessions to help progress issues towards resolution
- Setup the test environments as necessary for replication of the customer reported issues and provide documentation on these setups
- Handle technical escalations from L1 and Sales within team response/resolution targets
- Use and create knowledge-base articles/online help content in line with departmental best practice based on new product information, support incidents, previously unknown solutions to common or critical issues to help deflect unnecessary interactions with support
- Actively contribute to the development of new or changed processes and procedures
- Provide Manager and Team Leader feedback with regards to Technical Support procedures and policies
- Escalate cases to GES only after meeting the minimum requirements for troubleshooting
- Record all activities in ServiceCloud, update cases within SLA's allowing progress to be tracked with each customer/partner incident, viewed via the Support Portal, an reports generated for high profile customers/partners
- Ensure that the work performed meets the quality standards within published service level targets and customer/partner commitments, whilst working with Technical Support members, Management, Engineering and other cross-functional teams
- Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement
- Coach and mentor L1 TSE's to help increase depth-of-knowledge
- Provide RMA Approvals to L1s
Technical Support Engineer - L1
Sophos
09.2021 - 07.2022
- Providing support for Sophos Network Security Products, mainly focusing on the Sophos Firewall integrated with a variety of scenarios customers bring up, involving On-Premise and Off-Premise
- Windows, Linux, MacOS environments
- Integration of the Sophos Firewall with different Network vendors devices
- Deep analysis of cases brought by the customers with a Cyber Security perspective aiming the best outcome when it comes to Security, also making recommendations to customers on the best approaches to make full usage of the security features provided by the Sophos Firewall
- Sophos XG Firewall support - SD WAN, IPSec and SSL VPN, L2TP, NAT, Routing, Web Server Protection, Web filtering, Firewall Rules, Intrusion Prevention, Wireless Access Points, Remote Ethernet device, Backup & Restore Firmware, Certificates Services & Email protection
- Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products
- Provide advanced troubleshooting via remote sessions to modify customer's environment towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration
- Provide Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency
Senior Technical Engineer
MEC Networks Corporation
08.2016 - 09.2021
- Engage in project implementation such as meetings, configuration, migration, testing and documentation of various network appliance based on client needs and requirements
- Address and troubleshoot technical concerns escalated via phone, e-mail, remote or on-site
- Conduct maintenance activities such as firmware upgrades and configuration audit
- Work with vendors and principal during escalation process when need high-tier level of troubleshooting
Education
Bachelor or Science - Information Technology
Bicol University
06.2012 - 04.2016
Skills
- Firewall
- Configuration/Troubleshooting
- Pcap Gathering/Analysis
- Technical Support
- Mentoring
- Fortinet
- SonicWall
- Sophos XG and XGS Firewall
- Linux
- Network Troubleshooting
- Cyber Security
- SD WAN
- IPSec
- SSL VPN
- L2TP
- NAT
- Routing
- Web Server Protection
- Web filtering
- Firewall Rules
- Intrusion Prevention
- Wireless Access Points
- Remote Ethernet device
- Backup & Restore Firmware
- Certificates Services
- Email protection
- Advanced troubleshooting
- Windows
- Mac
- Unix OS configuration
- Team Leader
- Manager feedback
- Technical Support procedures
- Customer satisfaction
- Engineer efficiency
Certification
Fortinet Network Security Expert Level 4: Certified Professional, 04/01/23
Timeline
Tier 3 Product Support Engineer
Cato Networks
06.2024 - Current
Technical Support Engineer - L2
Sophos
07.2022 - Current
Technical Support Engineer - L1
Sophos
09.2021 - 07.2022
Senior Technical Engineer
MEC Networks Corporation
08.2016 - 09.2021
Bachelor or Science - Information Technology
Bicol University
06.2012 - 04.2016
Fortinet Network Security Expert Level 4: Certified Professional, 04/01/23
Aruba Certified Mobility Associate V8 (ACCA), Present
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