Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Jairo Quesada Montero

Jairo Quesada Montero

Storage Administrator, Technical Lead For Data Protection Solutions, VMware VCP DC & PowerEdge Certified
San Francisco de Dos Rios,SJ

Summary

Accomplished in spearheading data protection solutions at Dell EMC, leveraged my expertise in VMware and Linux to enhance product reliability and customer satisfaction. Renowned for technical mentoring and problem-solving, significantly contributed to team efficiency and technological integration.

Talented Technical Lead adept at integrating resources into business operations and developing innovative technical solutions to diverse issues. Strong history of managing highly effective teams to execute complex projects within stringent timeframes.

Overview

10
10
years of professional experience
10
10
Certifications

Work History

Global Technical Lead for Data Protection Solution

Dell EMC
03.2021 - Current
  • Take ownership of technically sophisticated customer-reported issues from the web, phone, chat, and email and work closely with the customer until complete resolution
  • Document relevant information and ensure the customer is communicated within a timely manner regarding the overall progress of their issue
  • Resolve customer issues, working closely with the Engineering, SE, and other multi-functional teams
  • Provide qualified information to Engineering so they can improve product quality and reliability
  • Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures
  • Recovery Solutions Dell EMC Avamar Data Domain.
  • Technical Lead for Data Protection Solutions Support Team on DELL-EMC PowerProtect DP Series appliances known as Integrated Data Protection Appliance, focusing on Systems Infrastructure which includes VMware Virtualization, ESXi, vSAN, PowerEdge Servers & EMC Storage. I ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, position also includes meetings with engineering to discuss trending issues and how they are affecting the team as well as how to make sure we can lower and improve the solution. Coordinate team meetings to discuss a variety of topics, creator of Knowledge Base Articles, and develop ideas to help the team and ensure overall client satisfaction.
  • Take ownership of technically sophisticated customer-reported issues from the web, phone, chat, and email and work closely with the customer until complete resolution
  • Document relevant information and ensure the customer is communicated within a timely manner regarding the overall progress of their issue
  • Resolve customer issues, working closely with the Engineering, SE, and other multi-functional teams
  • Provide qualified information to Engineering so they can improve product quality and reliability
  • Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures• Take ownership of technically sophisticated customer-reported issues from the web, phone, chat, and email and work closely with the customer until complete resolution • Document relevant information and ensure the customer is communicated within a timely manner regarding the overall progress of their issue • Resolve customer issues, working closely with the Engineering, SE, and other multi-functional teams • Provide qualified information to Engineering so they can improve product quality and reliability • Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures

NAS L3 - Infrastructure Technology Analyst

Citi
03.2020 - 04.2024
  • Maintain EMC VNX file, Hitachi HNAS, NetApp CDot, and EMC Xtreme IO arrays. These Global IP storage solutions Will be hosting CIFS and NFS file systems; including shares, export files, cross site replication, Virtual Server and desktop backend storage and NDMP backups.
  • Technical in NAS management tools including EMC SRM, perf advisor, Operations manager, performance advisor to analyze performance and identify bottlenecks or slowdowns and take appropriate action to resolve.
  • Work daily with storage vendors NetApp / EMC VNX, XtremlO HNAS operating system and associated features desirable (IP Replication, CIFS, CAVA DFS, Quotas, Checkpojnts)
  • Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues. escalating as appropriate
  • Participate in COB ( Continuity of Business) testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements
  • Complete control activities (risk, self-assessment, COE, audit, etc.) and makes recommendations for enhancements
  • Collect and organize requirements for hardware acquisition and deployment activities
  • Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports
  • Assist in systems implementation/enhancements and post implementation activities
  • Participate in COB ( Continuity of Business) testing activities, including the creation and execution Of basic test scripts and evaluating results for possible enhancements
  • Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements
  • Collect and organize requirements for hardware acquisition and deployment activities • Maintain EMC VNX file, Hitachi HNAS, NetApp CDot, and EMC Xtreme IO arrays. These Global IP storage solutions Will be hosting CIFS and NFS file systems; including shares, export files, cross site replication, Virtual Server and desktop backend storage and NDMP backups. • Technical in NAS management tools including EMC SRM, perf advisor, Operations manager, performance advisor to analyze performance and identify bottlenecks or slowdowns and take appropriate action to resolve. • Work daily with storage vendors NetApp / EMC VNX, XtremlO HNAS operating system and associated features desirable (IP Replication, CIFS, CAVA DFS, Quotas, Checkpojnts) • Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues. escalating as appropriate • Participate in COB ( Continuity of Business) testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements • Complete control activities (risk, self-assessment, COE, audit, etc.) and makes recommendations for enhancements • Collect and organize requirements for hardware acquisition and deployment activities • Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports • Assist in systems implementation/enhancements and post implementation activities • Participate in COB ( Continuity of Business) testing activities, including the creation and execution Of basic test scripts and evaluating results for possible enhancements • Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements • Collect and organize requirements for hardware acquisition and deployment activities.

Senior Storage Engineer L2

Sungard
11.2020 - 06.2021
  • Perform customer facing support functions for systems, storage, and backup incidents in accordance with the account incident management process. This involves alarm monitoring validation and triage, initial troubleshooting of managed systems services, and support of all production services for internal and external customers. As a premier service provider of managed services, responsible for service event investigations, classification and service restoration activities.
  • Integral role on resolving high visibility incidents in customer dedicated and shared storage environments, such as EMC VNX, Unity, VMAX, VG2, XtremIO, RecoverPoint, VPLEX, Isilon, CX; NetApp FAS, E-series, AFF; Hitachi HDS, HP 3PAR, MSA P2000, Oracle ZFS and IBM V7000, DS4700, XIV storage devices, along with Brocade, Cisco and IBM SAN switchesPerform customer facing support functions for systems, storage, and backup incidents in accordance with the account incident management process. This involves alarm monitoring validation and triage, initial troubleshooting of managed systems services, and support of all production services for internal and external customers. As a premier service provider of managed services, responsible for service event investigations, classification and service restoration activities. Integral role on resolving high visibility incidents in customer dedicated and shared storage environments, such as EMC VNX, Unity, VMAX, VG2, XtremIO, RecoverPoint, VPLEX, Isilon, CX; NetApp FAS, E-series, AFF; Hitachi HDS, HP 3PAR, MSA P2000, Oracle ZFS and IBM V7000, DS4700, XIV storage devices, along with Brocade, Cisco and IBM SAN switches

Software Support Engineer L200

Tek Experts
10.2019 - 01.2020
  • Skype for Business Engineer will providing second level of support for all Skype for Business platform and related services. Successfully able to demonstrate deep technical skills, proficiency with the design, implementation, and support of Microsoft Skype for Business. Ability to utilize knowledge of the customer environment, deliver timely and high-quality support to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer. Manage escalations and sub-cases to ensure timely and high quality resolution of all issues. Curious self-starter willing to learn and stay current with emerging technologies required, proven ability to work independently and as a team member
  • Analyze the topology design and deliver solutions on the following Skype for Business platform components:
  • - Frontend Server Deployment
  • - Edge Server and External Access
  • - Mediation Server
  • - SQL Server Express and SQL Server Enterprise Server
  • - Skype Room System Devices

Senior Storage and Backup Engineer

NetApp
07.2014 - 10.2019
  • Improved team productivity by providing technical guidance and mentoring junior engineers.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Troubleshooting and testing of NetApp storage NAS, SAN and V series; serve as technical consultant and advisor to customer engineering and testing operational status of the storage environments including but not limited to performance, capacity, availability, failure rates, and other metrics.
  • Resolve technical issues, analyze logs, troubleshoot Data ONTAP 7-mode and Cluster Mode 8.X CLI and GUI, Snapshot technology backup & recovery, educate the customer at a system level best practices, and escalate related matters to the OEM Customer Account team and internal Engineering departments.
  • Provide advanced technical support by handling escalated difficult customer cases with high priority. Apply advanced skills, and work towards developing higher skills.
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills. Offer solutions to issues that are typically non-standard/non-routine and require extensive clarification. Maintain broad and in-depth knowledge of client products and services.
  • Troubleshoot advanced hardware and/or software issues. Assist external users of the client's technical products or services by answering questions and solving problems involved in their use.
  • Windows system administrator in installing, configuring, and maintaining Windows-based servers, the role encompasses for business-critical and development-related departments and personnel. I also configure user access and maintain system stability and data security through deployment and migration, frequently involving both risk assessment and user support tasks. Windows operating system and server administration to develop and deploy servers, support day-to-day system performance, and prevent data loss and unauthorized access.

Education

Associate of Arts - Teacher Education

Universidad Latina
San Jose, Costa Rica
05.2001 -

Associate of Arts - Photography

Universidad Veritas
San Jose, Costa Rica
05.2001 -

High School Diploma -

Naranjo High School
Alajuela, Costa Rica
05.2001 -

Skills

Storage

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Certification

Scrum Foundation Professional Certification - SFPC™

Timeline

PowerEdge XE9680 and XE8640 Install Achievement

07-2024

Dell Security Foundations 2024

06-2024

Dell GenAI Foundations

06-2024

VMware Certified Professional - Data Center Virtualization 2023

06-2023

VMware Certified Professional - Data Center Virtualization 2022

03-2023

IT Academy: Software Defined Storage Concepts

03-2023

Scrum Foundation Professional Certification - SFPC™

08-2022

VMware Skyline Advisor Pro Technologist: Intermediate

03-2022

Associate - PowerEdge Version 2.0

03-2022

Global Technical Lead for Data Protection Solution

Dell EMC
03.2021 - Current

Senior Storage Engineer L2

Sungard
11.2020 - 06.2021

NAS L3 - Infrastructure Technology Analyst

Citi
03.2020 - 04.2024

Software Support Engineer L200

Tek Experts
10.2019 - 01.2020

Scrum Fundamentals

10-2019

Senior Storage and Backup Engineer

NetApp
07.2014 - 10.2019

Associate of Arts - Teacher Education

Universidad Latina
05.2001 -

Associate of Arts - Photography

Universidad Veritas
05.2001 -

High School Diploma -

Naranjo High School
05.2001 -

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Jairo Quesada MonteroStorage Administrator, Technical Lead For Data Protection Solutions, VMware VCP DC & PowerEdge Certified