Jaime Mercado
Customer Success Specialist @Block 64
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WORK HISTORY
Customer Success Specialist @Block 64
Toronto, ON, CA
Serve as the technical expert on Block 64 products and assist customers post-sale.*Remote deployment and configuration of Block 64 products for customers.*Coordinate and plan activities with customers from deployment pre-work until completion with an official handoff.*Resolve incidents, prioritizing and escalating as needed via the Remedy ticketing system and JIRA tracking tool.*Provide technical support to customers and partners through emails and video conferences.*Collaborate with internal teams and other technical teams to address major issues.*Identify opportunities for improvement in existing products, working with the team to design and execute appropriate fixes where required.*Conduct QA smoke tests for new product releases, ensuring quality and reliability.
EDUCATION
Universidad EAN
Postgraduate Certificate, Management of Innovation and Quality Processes
Universidad EAN
Master of Business Administration - MBA
Politécnico Costa Atlántica
Computer Engineer, Bachelor of Science (BSc) in Computer Science
ABOUT JAIME MERCADO
Results-driven IT Security and Infrastructure professional with 8+ years of experience across vulnerability management, endpoint security, IT compliance, and enterprise IT operations. Strong background supporting customer-facing security and infrastructure initiatives, helping organizations improve security posture while maintaining operational efficiency.Hands-on experience in vulnerability remediation, OS hardening, and patch management using SCCM, Intune, and PowerShell. Proven ability to assess complex on-prem and cloud environments, identify risk and compliance gaps, and translate technical findings into clear, actionable recommendations for technical and business stakeholders.Experienced working directly with customers and internal teams to support security assessments, modernization efforts, and remediation roadmaps. Known for acting as a trusted technical advisor, bridging security, operations, and business needs to drive adoption, improve visibility, and strengthen compliance. Comfortable supporting global environments and collaborating cross-functionally. Bilingual in English and Spanish.
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