Edward Hurtado Cuero

SOC/NOC Analyst 24/7 monitoring and incident response for cloud-based enterprise infrastructure, ensuring system availability, performance, and security across critical environments. Key Responsibilities: Real-time monitoring of infrastructure, applications, and security alerts in Azure cloud environments. Use of monitoring and security tools including Datadog, Elastic, SCOM, and ServiceNow. Detection and response to alerts related to servers, APIs, gateways, and streaming workflows. Initial troubleshooting of application and network connectivity using: Ping and IP-based diagnostics DNS checks Firewall and system logs Incident handling, escalation, and coordination with internal teams and external partners. Root cause analysis and preparation of post-incident reports with impact summaries and action plans. Support of environments involving API gateways, message brokers, and middleware components. Participation in a 24/7 shift-based support model, including nights and weekends. Contribution to process improvements and incident response procedures.

💻 IT Support & Monitoring Technician specialized in critical payment systems 🚨 Experienced in real-time incident detection and infrastructure issue resolution using tools like Opsgenie, Grafana, and Pandora FMS. 🎯 Passionate about cybersecurity and cloud infrastructure monitoring, actively building a career toward Blue Team, Cloud Operations, or NOC Engineering roles.

Provides first-level technical assistance by performing initial troubleshooting and basic diagnosis of user issues involving Palo Alto, Cato, Meraki, and Fortinet devices. Manages tickets, classifies problems, and escalates complex cases to higher support levels to ensure effective resolution and user satisfaction.

Monitor and troubleshoot network performance and issues, including routers, switches, and VoIP systems, ensuring optimal operation. Manage network incidents, conduct routine maintenance, and configure network devices while adhering to security protocols. Document issues and resolutions, analyze network data for trends, and recommend improvements. Provide technical support and collaborate with internal and external teams to resolve network-related issues in IT support.

Experienced Technical Support Specialist with a focus on troubleshooting and resolving complex software and connectivity issues for mobile devices. In my role at Asurion, I handled a wide range of tasks related to device performance, connectivity, and software management, ensuring seamless customer experiences and high-level service delivery. Key Skills: Mobile device troubleshooting (iPhone, Android, etc.) Expertise in diagnosing antenna connection issues Device updates and software management (iOS, Android) Remote device support using tools like LogMeIn Device configurations for voice, network speed, and software performance Handling device replacements and managing claims for irreparable devices Data backup and recovery support Key Responsibilities: Troubleshot and resolved software issues using advanced tools for mobile devices. Diagnosed and repaired antenna connectivity issues, ensuring stable network performance. Performed software updates, backups, and device configurations (iOS, Android). Provided remote support using LogMeIn for troubleshooting and device control. Assisted customers with device replacements and claims for non-repairable issues. Addressed network issues such as slow browsing speeds and application performance.

As a Financial Consultant at Sutherland for Capital One, you will deliver top-tier financial guidance to clients, focusing on understanding their goals and providing tailored solutions. Responsibilities include offering expert advice on Capital One's diverse financial products, nurturing client relationships, driving sales, ensuring compliance, and continuous learning. Qualifications include a bachelor's degree, prior experience in financial services, strong communication skills, and a customer-centric mindset. Join us to empower clients in achieving financial success.

As an agent at Teleperformance for 11 months, I provided comprehensive support for Microsoft products, troubleshooting technical issues and delivering exceptional customer service. Transitioning to Rebel, I honed my skills over 2 years, providing stellar assistance and fostering positive customer relationships. In my 10-month tenure at Guthy Renker, I continued to excel, ensuring customer satisfaction and contributing to the company's success. Additionally, during my time at Microsoft, I gained valuable experience in B2B sales, leveraging my product knowledge and communication skills to drive revenue and forge partnerships with business clients. Throughout my journey, I've developed strong problem-solving abilities, communication skills, and a dedication to delivering top-quality service in dynamic environments.

Experienced in providing comprehensive technical support for home and mobile devices, specializing in connectivity troubleshooting, device installation, and network configuration. At Jazztel, I assisted customers in optimizing their network performance across a variety of devices, ensuring reliable and efficient setups for both home and mobile environments. Key Skills: Home and mobile device connectivity troubleshooting Installation and configuration of network-enabled devices (printers, additional screens, TVs, consoles, laptops) Network setup and optimization for various devices Support for multi-device configurations and connectivity Experience with troubleshooting network issues across different platforms Key Responsibilities: Provided connectivity support for home and mobile devices, ensuring stable network connections. Assisted with installation and configuration of various devices, including printers, secondary screens, and other network-dependent hardware. Resolved network issues on multiple devices (TVs, consoles, computers, laptops) to improve connectivity and performance. Guided customers through network and device setup for optimal functionality and efficiency. Managed configurations for home entertainment systems and other connected devices, adapting settings to meet customer needs.

Provided first-level technical support to diagnose, reproduce, and fix software and hardware issues in NOC, focusing on node monitoring and reporting. Conducted timely research on network issues, escalated complex cases to senior engineers, and utilized internal resources for efficient resolutions. Created and updated knowledge base articles to document new solutions. Participated in technical discussions within the team to stay updated on new technologies and protocols. Specialized in troubleshooting protocols like TCP/IP, NFS, and CIFS, and resolving hardware-related issues. Provided support for Windows services as part of the service desk team.