About Me

I was born in Rio de Janeiro city, coming from a lower mid-class family, and I started studying IT by the age of 24 back in 2015. After I graduated on college I found myself in a place where I should start looking for new opportunities, I saw myself as a new IT graduate with no english and had the feeling that I needed to learn a secondary language due to the globalized world we live in, and in parallel I would have wider opportunities in IT as consequence. Thus, this feeling made me leave the comfortzone, try new experiences, and so decided to move to Ireland put my plan in practice and properly learn english by living in it's new country and it's culture. My biggest motivation and what fascinates me the most is to create connections and to get to know people. I am a very communicative person, which loves to share experiences, and understand the world from other perspectives.

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Education

Universidade Estácio de Sá

IT Analysis • February 2014 - December 2017

IBAT English School

Studying english at IBAT College Dublin • December 2018 - July 2020

Work

Vectra AI

Technical Support Engineer • October 2022 - Present

As part of the Support team I am responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions. Currently working in a customer-facing second-tier support queue, responsible for deep diagnosis of customer issues, including lab reproduction and source-code analysis, quantifying customer impact and prioritizing solutions both internal and external to the Support team. I am also constantly engaging with customers and the Sales organization, including engaging with Engineering teams to provide prompt and high-quality solutions. Identifying, qualifying and documenting product, hardware, software and process improvements is also part of my scope as same as developing Support processes, tools and documentation to further grow the Support organization. Developing customer-facing content (e.g. knowledge-base, how-to guides, and internal procedures to guide new joiners).

Centurylink/Lumen Technologies

EMEA CDN Technical Service Support• July 2020 - October 2022

I worked in the EMEA CDN Team providing phone call and e-mail support, keeping the ticket queue and e-mail always updated, constantly providing customer feedback, thus meeting SLA measures and looking after to provide the best customer experience. As part of my role I had to provide 24/7 Technical Support for Lumen ever-growing base of CDN customers throughout Europe. Proactively monitoring customer's services on CDN network & providing enhanced support for large scale events; creating & modifying customer configurations; actively troubleshooting and resolving live issues. Building new caching/streaming configurations to be utilized in trials for prospective customers. Providing customer education on all things CDN including caching and streaming queries.

Equinix Data Centers

NOC Engineer I • February 2016 - November 2018

In the LATAM Network Operations Center, I provided phone call and e-mail support to critical customers in Portuguese and English. Investigating and troubleshooting customer connectivity issues, analysing traffic patterns and applying traffic engineering adjustments to re-route through alternative paths. Troubleshooting and analysing MPLS L2VPN scenarios for different customers providing Layer 2 connectivity. I used to work with dynamic routing using BGP, providing customers Internet connectivity with different carriers and IXs. Daily tasks included manipulating BGP prefixes using prefix-list/route-maps and tune settings as AS_Path, Prepend, MED, Weight, etc. Troubleshooting customers' DDoS incidents, investigating sources, applying prefix filters and applying corrective adjustments using Wanguard and PeakFlow Anti-DDOS solutions. I used to work with network management and troubleshooting tools like Ping, Traceroute, MTR, NMAP, Telnet/SSH, SNMP, Netcat, Netstat etc. I had to work with the Data Center team in parallel on calls looking for problems on ports, cables, cross connects, patch panels, QSFPs, SFPs, and provide RFCs to the customers. I used to work as well with DWDM Ciena and Padtec logging into the boxes and checking port status, fiber attenuation, and signal quality to avoid loss of quality and efficiency. I am familiar with Windows, MAC and Linux Operating Systems, including Bash shell scripting. I cooperated with the team to integrate new joiners, providing guidance regarding internal tools, infrastructure, routines and customer environments. I collaborated with team members to create how-to tutorials for internal routines, maintain documentation up to date and automate tasks using scripting tools.

Hello there!
I am Marcus Junior.

I'm a Technical Customer Support Engineer, Brazilian Jiu-Jitsu practicioner and passionate by life. It is all about to try to be a better person every day. start scrolling and learn more about me.