Nilso Jimenez Caracciolo

Nilso Jimenez Caracciolo

Junior Network Engineer

Summary

A highly motivated and certified Junior Network Engineer with a Bachelor's degree and hands-on experience in network hardware configuration, security, and maintenance. Possesses a strong understanding of networking concepts including TCP/IP, DNS, DHCP, and VLANs. Adept at monitoring network performance, troubleshooting issues, and documenting configurations. Proven ability to collaborate with teams on projects, respond to support requests promptly, and contribute to root cause analysis, demonstrating readiness to support critical network operations.

Experience

Customer Support Specialist at Alorica

September 2024 - Current

  • Assisted in the installation, configuration, and maintenance of network hardware and software by performing extensive troubleshooting and technical assistance.
  • Monitored network performance and responded to network-related support requests, resolving issues promptly and participating in root cause analysis for outages.
  • Supported security initiatives by assisting with configuration testing of cloud-based applications and maintaining compliance standards.
  • Refined change management processes for implementing modifications by documenting software problem defects for review and taking corrective actions.

Customer Strategy & Resolution Specialist at Wyndham Destinations

May 2023 - September 2024

  • Collaborated on network upgrades and expansions by using strong analytical and problem-solving skills to resolve over 80 complex issues.
  • Participated in troubleshooting calls and root cause analysis for outages by leveraging Salesforce and JIRA to reduce escalations by 40%.
  • Maintained and tracked network device and software licenses through accurate case notes and details on user support requests.
  • Actively stayed current with networking technologies, standards, and best practices through collaborative team environments and knowledge sharing.

Customer Support Associate at Marriott Orlando Downtown

September 2021 - May 2023

  • Assisted in the configuration of network software by conducting testing on Salesforce integrations, verifying accuracy and troubleshooting issues.
  • Documented network configurations, diagrams, and standard operating procedures by creating internal knowledge bases and technical manuals.
  • Deployed, configured, and troubleshot IP-based systems by directing the end-to-end project delivery of new software solutions.

Technology Sales Development Representative at GB Advisors

February 2020 - September 2021

  • Maintained high customer satisfaction by providing knowledgeable support and training to new employees on networking hardware and software.
  • Spearheaded Quality Assurance initiatives for sales processes, driving a 25% reduction in support ticket resolution times and ensuring adherence to internal company standards.

Projects

Cisco Network Lab Setup (CML)

github.com/nilsojc/exp-net-fundamentals-2025-Q2

Assisted in the installation and configuration of network hardware and software by setting up a Cisco Modeling Labs (CML) environment to apply configuration best practices and troubleshoot issues.

Active Directory (On-Premises) Azure

github.com/nilsojc/configure-ad

Demonstrated hands-on experience with security initiatives by establishing and validating a secure user access framework, applying configuration best practices to ensure all permissions met predefined business and technological requirements.

Education

URBE University

Bachelor's Degree in Business Management Information Technology

2017-2022

Certifications

  • CompTIA Network+
  • Cisco CCNA
  • Amazon Web Services Solutions Architect Professional (SAP-C02)
  • Networking Bootcamp 2025 ExamPro

Skills

  • **Networking Concepts:** TCP/IP, DNS, DHCP, VLANs, SASE, VPN, SD-WAN, Fortinet (exposure), Cisco, Palo Alto (exposure)
  • **Hardware Systems:** Routers, Switches, Firewalls, Windows Operating System (Server and client), IP-based security systems
  • **Cloud Monitoring:** AWS, Azure, GCP (exposure), Zabbix (knowledgeable), Nagios (knowledgeable)
  • **Tools & Processes:** Troubleshooting, Root Cause Analysis, Documentation, Change Management, Salesforce, JIRA, Network Monitoring Tools
  • **Core Competencies:** Analytical and Problem-Solving Skills, Communication and Teamwork, Adaptability, Incident Response, Time Management