Support Engineer II at Elastic (Elasticsearch) (2025-06 – 2025-12)
Technical support and customer issue resolution
- Ensured that technical customer issues were serviced and managed to resolution within contractual Service Level Agreements (SLAs).
- Maintained strong relationships with customers for the effective delivery of technical support, demonstrating a caring, empathetic, and comprehensive service model.
- Collaborated closely with core developers and worked across multi-cultural and geographically distributed teams.
- Contributed to the mindset of continuous improvement, focusing on the efficiency of support processes and enhancing customer satisfaction.
Technical Solutions Cons IV, ITOC Operations at HPE (2023-01 – 2025-03)
Linux, Windows, and VMware Engineering support
- Serve as a Linux, Windows, and VMware Engineer, successfully resolving complex hardware and software technical issues from internal and external businesses.
- Manage service, product, and technical questions on current and discontinued products based on customer entitlement (warranty through mission-critical).
- Proactively assist users to avoid or reduce problem occurrence, acting as a mentor and guiding process improvements for other employees.
Decom Sysadmin Engineer (Windows, Unix & Linux) at DXC Technologies (2022-05 – 2022-11)
Server decommissioning and infrastructure resource management
- Performed technical decommissioning for a large queue of servers using the decom tool, specializing in Windows, Unix, and Linux environments.
- Responsibilities included reviewing and verifying server status for obsolescence, root password updates for Unix servers, host console access verification, server wipe out, and reclaiming network, storage, and infrastructure resources.
Linux System Administrator at IBM (2020-01 – 2022-03)
Back-end IT operations and Linux system management
- Responsible for back-end IT operations, including the installation, setup, configuration, and maintenance of Linux operating systems.
- Executed critical server-side operations, troubleshooting, system maintenance, creating system backups, monitoring system performance, and maintaining system security.
WMS Software Imaging Specialist at IBM (2015-01 – 2019-12)
Operating system imaging and MDM tools implementation
- Created complex, customized operating system environments (Windows, Apple, Linux) and leveraged MDM tools to support client requirements.
- Expertise in image creation and deployment tools (MDT, WinPE, SCCM OSD, JAMF Pro, PXE, WDS) and various virtualization platforms (VMware ESXi/Workstation, Hyper-V).
MWPM Software Packaging - QA Specialist at IBM (2014-02 – 2014-12)
Automated software installation and quality assurance
- Responsible for creating the automated installation code that enables a software application or update to be sent electronically to an end-user device.
- Used a variety of tools to create a software package that replicated the manual installation with desired options and settings.
- Performed integration testing (QA) of the package to ensure the software would successfully install.
SPMS Software Distribution Specialist at IBM (2012-10 – 2014-02)
Software deployment and distribution management
- Responsible for executing the tasks required to automatically deploy software applications, updates, and/or patches to devices within a client's environment.
- Required detailed problem determination to repair/rerun any failed installations.
- Maintained detailed reporting on every software distribution.
Network Administrator at Centro internacional de Inversiones S.A. (2011-12 – 2012-06)
Windows Server network and infrastructure management
- Administered a Windows Server network environment, including SQL Server, IIS, Exchange Server, and TMG Forefront, Active Directory.
- Managed network protocols using Cisco devices and maintained a NAS implementation alongside a McAfee ePolicy Orchestrator corporate antivirus solution.
