Gus F.
Escalation Engineering @Zoom
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WORK HISTORY
Escalation Engineering @Zoom
FL, US
Provide expert-level technical escalation support for complex issues involving Zoom Phone, Zoom Contact Center, Zoom Rooms, SIP integrations, SBC configurations, and networking- Perform advanced diagnostic analyses using Wireshark (WCNA), significantly reducing critical resolution times and improving customer satisfaction-Collaborate cross-functionally with engineering and product management teams to identify product enhancements based on escalated cases and customer feedback- Mentor and train support team in best practices, technical troubleshooting methodologies, and escalation handling- Regularly engage with Zoom’s product suite, including direct contributions to improving Zoom Meetings- Zoom Phone, Zoom Rooms, and Contact Center functionalities based on real-world use cases and feedback.
EDUCATION
Atlantic Technical College
Network
Polk State College
Cybersecurity Analyst (CB), Cybersecurity
Atlantic Technical College
Network Support Services (Cisco Academy)
Polk State College
CCNA Cybersecurity Operations
Polk State College
Certificate, Cyber/Computer Forensics
The Sip School
SIP training and SSCA® 'Elite' Certification
E-ATT
Master of Computer Applications (M.C.A.), Computer Science
Polk State College
Network Systems Engineering Technology – Security Specialization
Chappell university
Certificate, WCNA Certification Exam (formerly known as the Wireshark Certified Network Analyst Exam)
ABOUT GUS F.
Escalation Engineer | Cybersecurity Analyst | Unified Communications ExpertWith over a decade resolving complex technical challenges, I work across customers and internal teams (Support Tiers, pre- and post-sales, R&D, and Product) to turn ambiguous incidents into root-caused, long-term fixesAt Zoom, I combine packet analysis (Wireshark/PCAP), Zoom telemetry/Logs analysis, and automation to cut time-to-resolution and prevent recurrences. teams to boost customer satisfaction and streamline operations.Specialties: Zoom, Microsoft Teams, SIP, VoIP, WebRTC, NGFW (Palo Alto), VMware, AWS, Azure, Wireshark analysis, Zero Trust. Certifications- Certified Cybersecurity Analyst - Network Systems Engineering – Security Specialization- CCNA Cybersecurity Operations - Cloud Security Professional (CCSP)- Cyber/Computer Forensics- Cybersecurity Analyst (CB)- Cybersecurity Foundation (Palo Alto Networks)- OSHA Certified- SSCA® Elite SIP Certification- WCNA (Wireshark Certified Network Analyst) Fluent in English, Portuguese, Spanish.
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