Jesus Perez Zarate
Technical Support Engineer
Heredia
Summary
Detail-oriented Technical Support Engineer with 5 years of experience in diagnosing and resolving complex customer issues in a timely and professional manner. Proven track record of maintaining high customer satisfaction through effective communication and problem-solving skills. Proficient in troubleshooting hardware, software, and network issues across diverse platforms.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
VMWARE
Trilingual Technical Support Engineer 2
8 2021 - Current
- Diagnosed and resolved complex technical issues related to VMware vSphere, vCenter Server, ESXi hosts, and virtual machines (VMs)
- Provided timely and effective technical support to enterprise customers via phone, email, and remote assistance tools
- Analyzed logs, interpreted error messages, and utilized VMware knowledge base to troubleshoot and resolve issues promptly
- Advised customers on best practices to optimize performance and efficiency of VMware virtual infrastructure
- Assisted customers with patching, upgrading, and maintaining VMware environments to ensure stability and security compliance
- Documented troubleshooting steps, resolutions, and created knowledge base articles to enhance support efficiency and team knowledge
- Escalated complex issues to higher support tiers and collaborated with VMware engineering teams for in-depth issue analysis and resolution.
VMWARE
Trilingual Licensing Support
11.2019 - 08.2021
- I had to clarify licensing and products queries, troubleshoot issues related to assign, edit, remove or add licenses to vCenter, software download assistance and issues with customers’ profiles and entitlement
- Guide customers through the SaaS portal for cloud services and provide information related to products, billing, contracts, accounts, resolve issues related to access errors and permissions as well as guide the customers to contact the correct team according to the technical issue they had.
IBM
Trilingual Technical Support
11.2017 - 10.2019
- Analyze problems related to computer performance, provide technical computer investigations for assigned tickets which included software and hardware
- Escalate Incidents and engage internal groups as required
- Identify root causes and suggest workarounds.
Hewlett Packard Enterprise (HPE)
AVCAP (Availability and Capacity Performance)
05.2016 - 09.2017
- Provide customers with performance reports of their servers by extracting data from different OS servers using and implementing SQL queries, analyze different thresholds for memory utilization, memory page out and page in, CPU utilization, Run Queue, and hard disk performance
- Create action plans to reduce risks and suggest workarounds to stabilize the server performance
- Engage different teams (Networking, Server Administration, Data Center Operations, Storage) to resolve an ongoing issue.
Concentrix
Licensing-Technical Support
7 2013 - 2 2016
- Assist customers in opening technical support tickets, guide them thought the process of creating and managing their accounts, provide software download assistance including all their requirements and entitlement information for Cisco tools and technical support
- Provide customers with licenses they purchased, guide the customer through the Cisco web site to register their orders and licensing troubleshooting (rehost, generate licenses, Compatibilities, license features and functions, upgrades and downgrades)
- Assist Cisco account managers with issues that were not resolved by the licensing team (escalations), find information that entitles the customer to get their missing licenses.
Education
English, computers introduction, Typing course -
INA
01.2014 -
Portuguese -
Centro de estudios brasileños
01.2016 - 05.2017
SQL Intermedio -
UNA Instituto De Capacitación Y Asesoría En Informática
01.2021 -
Programacion Python Básico -
UNA Instituto De Capacitación Y Asesoría En Informática
01.2021 -
VMware Certified Professional Data Center Virtualization -
Vmware Academy
01.2022 -
Administrador de Servidores GNU/Linux -
UNA Instituto De Capacitación Y Asesoría En Informatica
01.2024 -
Skills
Technical Support
Technical Troubleshooting
System Troubleshooting
Problem-Solving
Remote Support
Ticket management
Technical Documentation
Critical Thinking
Project Management
Customer Service
Languages
Spanish
Native or Bilingual
English
Full Professional
Portuguese
Full Professional
Timeline
Administrador de Servidores GNU/Linux -
UNA Instituto De Capacitación Y Asesoría En Informatica
01.2024 -
VMware Certified Professional Data Center Virtualization -
Vmware Academy
01.2022 -
SQL Intermedio -
UNA Instituto De Capacitación Y Asesoría En Informática
01.2021 -
Programacion Python Básico -
UNA Instituto De Capacitación Y Asesoría En Informática
01.2021 -
VMWARE
Trilingual Licensing Support
11.2019 - 08.2021
IBM
Trilingual Technical Support
11.2017 - 10.2019
Hewlett Packard Enterprise (HPE)
AVCAP (Availability and Capacity Performance)
05.2016 - 09.2017
Portuguese -
Centro de estudios brasileños
01.2016 - 05.2017
English, computers introduction, Typing course -
INA
01.2014 -
VMWARE
Trilingual Technical Support Engineer 2
8 2021 - Current
Concentrix
Licensing-Technical Support
7 2013 - 2 2016
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