Hiking
Xabier Perez Varela
Technical Support Engineer
Bristol
Summary
Collaborative Technical Support Engineer with strong problem-solving skills and exceptional customer service expertise. Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively.
Help and guide Cloudflare's strategic customers with Cloudflare products to prevent and recover from cyber attacks, DNS, SSL/TLS, L3/L4 and L7 issues among many others. Thrives in fast-paced
environments, demonstrating effective teamwork, strong
communication and a curious mindset.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Technical Support Engineer
Cloudflare
05.2020 - Current
- Assist with service integration including: DNS: Secondary DNS, DNS resolution issues, DNS delegation, DNS propagation
- HTTP error troubleshooting (5xx, 4xx)
- TLS/SSL: Ciphers, certificate managing, SSL for SaaS
- Load Balancing: Troubleshoot and advice for best Load Balancing strategy, troubleshooting pool management and endpoint issues
- WAF implementation
- CDN: Caching, Page Rules, speed
- Networking: L3/L4, BGP, UDP/TCP, Magic Transit
- Troubleshooting WAF false positive and false negative analysis, Security thread analysis, Magic Transit onboarding, Bot mitigation solution implementation and troubleshooting
- Helping new starters with their onboarding, conduct shadowing sessions, and assist them with technical and organization questions
- Actively engaging different teams at multiple levels within the company to help our customers to achieve their goals
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
System Administrator
DCM
01.2019 - 04.2020
- User administration, infrastructure, site-to-site VPN installation, infrastructure maintenance, hardware, monitoring (NOC), Backup, Setup security policies, design contingency policy, documentation, O365, IT desktop troubleshooting, log analysis
- Lead several projects to improve, update and modernize the DCM's infrastructure. This includes updating security policies and researching for security solutions available on the market
Support Engineer
1st Central
08.2016 - 01.2019
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers'' daily operations.
1st Line Help Desk Analyst
Concise Technologies
11.2015 - 08.2016
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Customer Service
Global Baggage Solutions
09.2014 - 10.2015
- Assist and provide solutions to customers, communicate with airlines and Customs agents in the UK
Support Engineer
Consultec
06.2009 - 03.2012
- Provided expert guidance during the pre-sales process, helping drive sales success by demonstrating the value of proposed solutions to prospective clients.
Education
BSc (Honours) - Computing and IT
Universitat Oberta Catalunya
Barcelona (Spain) 09.2022 - Current
PGCE - Computing, Network security and Project Management
Open University
UK 09.2019 - 07.2021
HND - System Administrator and Networking
Centro Studios Mikeldi
Bilbao (Spain) 09.2005 - 05.2007
HNC - Network and Security
Estudios San Roque
Bilbao (Spain) 09.2012 - 05.2013
Skills
WAF
Security thread analysis
Networking
OSI (L7, L4, L3)
Firewall implementation
UDP
TCP
Site-to-Site VPN
Grafana
Kibana
Proxy
SSL for SaaS
undefinedPersonal Information
Nationality: Spanish British
Interests
Technology
Timeline
BSc (Honours) - Computing and IT
Universitat Oberta Catalunya
09.2022 - Current
Technical Support Engineer
Cloudflare
05.2020 - Current
PGCE - Computing, Network security and Project Management
Open University
09.2019 - 07.2021
System Administrator
DCM
01.2019 - 04.2020
Support Engineer
1st Central
08.2016 - 01.2019
1st Line Help Desk Analyst
Concise Technologies
11.2015 - 08.2016
Customer Service
Global Baggage Solutions
09.2014 - 10.2015
HNC - Network and Security
Estudios San Roque
09.2012 - 05.2013
Support Engineer
Consultec
06.2009 - 03.2012
HND - System Administrator and Networking
Centro Studios Mikeldi
09.2005 - 05.2007
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