Bilingual technical support representative with more than 7 years of experience in both IT and web development with strong problem solving, listening, speaking, anticipating problems, and critical thinking skills. providing technical support to field engineers, technicians, end-customers, and product support personnel. I have strong abilities in diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, storage equipment, computer systems (Windows and Linux Servers), complex software, or networked and/or wireless systems. In addition, I have also integrated the reuse, improvement, and (if it doesn’t exist) creation of knowledge into the problem solving process.

As a developer...

Skills

HTML 5

CSS 3

Javascript

Terminal

Git

Sass

HTML Pug

jQuery

AngularJS

MySQL

Job Experience

Company: Sutherland Global Services

Position: Premium Technical Support Engineer (SAN & Virtualization)

Date: March 10 2021 to date

A premium TSE has strong storage knowledge same as demonstrated ability to analyze, diagnose and lead the resolution of issues, Ability to think outside of traditional role to evaluate business implications. My main tasks are:

  • Ability to interpret data, identify trends and make suggestions for improvements
  • Be able to take the lead in making improvements and resolving issues
  • Strong oral and written communication skills; be able to communicate in a clear, constructive and professional manner
  • Works with internal departments on project definition & configuration
  • Strong interpersonal and leadership skills, with the ability to be client-facing and work with cross functional teams

Experience

Company: Sutherland Global Services

Position: Technical Support Engineer (SAN & Virtualization)

Date: May 7 2018 to date

As a Technical Support Engineer I support planning, implementing, integrating, and troubleshooting ONTAP SAN/E-series systems, FC switched fabrics(Brocade) and Ethernet iSCSI/FCoE solutions, and different operating systems (Windows, LINUX, ESX, UNIX), applications same as:

  • Framing technical support issues
  • Collaborate with other teams and experts whenever required to solve complex technical issues
  • Creating knowledgebase content for technical support issues
  • Providing support for virtualized NetApp products
  • Deploy and Administer Virtual Machines and vApps
  • Configure and Manage vSphere 6.x Storage
  • Backup and Restore Virtual Machines
  • Configuring Multipath Sofware for SAN implementations
  • I got recognition as a top performer for Q4 2021

Company: Sitel

Position: Kb-Editor And App Developer

Date: March 2017 to May 2018

As a KB editor I used to review and create new content (articles) for the HTC knowledge base to improve operation’s problem resolution skills, Front-end developer for building applications that optimize the entire operation such as:

  • Designing web forms using HTML5, CSS and JavaScript for client validation.
  • Connecting front-end with back-end using jQuery
  • Performing calculation on a relational database using SQL language
  • Querying multiple tables to generate end of day reports
  • Idnetifying, Framing and creating (If it did not exist) technical content to improve resolution times
  • Using git and github software when developing new projects

Company: Sitel

Position: Special Projects Tier 3 Specialist

Date: May 2016 to March 2017

As a tier 3 specialist, which is the highest level of support at that moment I was able to provide advanced troubleshooting techniques for problem resolution cases or escalated cases using remote assistance such as LogMeIn Rescue tool and following company best practices same as, to collaborate with HTC experts to diagnose and troubleshoot high tech issues for virtual machines and smartphone products in a timely manner period.

Company: Sitel

Position: Technical Support Specialist At Sitel Htc Campaign

Date: April 14 2014 - May 2016

Billingual Technical support representative for HTC products such as smartphones and virtual reality machines (VIVE product). Thanks to my technical support skills and my ability for quick lerning I was given the responsability of provide support to other technical support representatives in technical knowledge to improve their problem solving skills.

Education & Awards

Bachelor Degree

I obtained the title as Electronic Engineer at Escuela Colombiana De Ingenieria Julio Garavito, in Bogota, Colombia.

High School Degree

High School degree at De La Salle School in Cartagena, Colombia.

HTML & CSS

HTML is the foundation of all web pages. It defines the structure of a page, while CSS defines its style. HTML and CSS are the beginning of everything you need to know to make your first web page!

Programing

In this course I learned javascript programming language, tips and basic techniques to start in web development. It’s one of the core technologies of web development and can be used on both the front-end and the back-end.

Javascript fundamentals

JavaScript is among the most powerful and flexible programming languages of the web. It powers the dynamic behavior on most websites, including this one. Programming fundamentals and basic object-oriented concepts using the latest JavaScript syntax were some of the content learned!

Git & GitHub

Git, simply put, is a tool to save versions of your code. This course taugh me a basic workflow and Git’s core features, different ways to undo changes or save multiple versions of a project, and how to collaborate with other developers.

Networking fundamentals

In this course I learned the fundamental principles of computer networking same as basic concepts of network communication principles like TCP/IP, DNS, and ports, different network types and topologies and different network protocols and network standards.

Advanced Networking

In this course I learned about implementing, administration, maintaining Networks, Bridging/Switching and VLAN Concepts and creation.

CSS Grid

In this course, you will master a technology that was recently added to CSS! This is a long-awaited improvement to laying-out and positioning elements on web pages.

CSS Preprocessors

This couse taugh me how to create different web styles using PUG for HTML, Less, Sass & Stylus for CSS styles.

Sass

Sass is an easy-to-use styling language that helps reduce a lot of the repetition and maintainability challenges of traditional CSS.This course taugh me how to use nesting, variables, mixins, placeholders, and functions to write more expressive and reusable styles

Linux Server Administration

Installing Linux server from Scratch, Working at the command line, Configuring and securing remote access with SSH Securing your server, UFW apt update and upgrade, installing a nginx web server and MySql database, managing users and groups same as how to use the Linux file system wre the main topics learned in this course.

Ecibot

I qualified 1st place in Robot programing contest at college.

Top Perfromer Award

Due to my commitment and great work during Q4 2021 at Sutherland for the NetApp client.

Top Perfromer Award

Due to my commitment and great work during Q1 2022 at Sutherland for the NetApp client.

Top Perfromer Award

Due to my commitment and great work during Q3 2022 at Sutherland for the NetApp client.

Contact Me:

321-5881812

Top