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