Mitzi Rodriguez
Technical Support Engineer
Cartago, La Union
Summary
Technical support professional with background in troubleshooting, configuration, and customer service.
Effective communication in high-pressure environments and collaboration with teams to solve issues.
Overview
2026
2026
years of professional experience
2030
2030
years of post-secondary education
10
10
Certifications
2
2
Languages
Work History
Technical Support Engineer
Veeam
02.2024 - Current
- Provide technical support for Veeam products, focusing on backup, replication, and disaster recovery solutions within virtual and physical environments.
- Manage and resolve customer support cases involving backup, replication, and storage configurations in virtualized environments.
- Perform in-depth troubleshooting for backup jobs, repository management, and application-aware processing.
- Document issues, solutions, and best practices in internal knowledge bases.
Technical Support Engineer
Paessler
- Demonstrate proficiency in PRTG Network Monitor, a network monitoring tool, to deliver effective solutions to clients.
- Conduct in-depth root cause analysis of network problems, utilizing PRTG's diverse set of monitoring protocols to identify underlying issues.
- Assist clients in the installation, configuration, and customization of PRTG to align with their unique network environments and requirements.
- Troubleshoot and resolve issues related to protocols commonly used by PRTG, including SNMP, WMI, NetFlow, ICMP, SSH, and HTTP.
Technical Support Engineer
VMware
09.2017 - 01.2024
- Technical Support Engineer L1 September 2017 to August 2018
- Technical Support Engineer L2 August 2018 to August 2019
- Senior Engineer role handling elevations and escalations for Core Datacenter virtualization and storage
- Senior Technical Support Engineer August 2019
- Staff Technical Support Engineer 2022 -2024
- Core storage and vSphere support for NASA GSS team, ensuring customer satisfaction and meeting team metrics.
- Senior Engineer managing escalations for datacenter virtualization, storage, and disaster recovery solutions.
- Documented and tested bugs, collaborated with VMware engineering on hotfixes, and ensured clear customer communication.
- Prepared new team members through onboarding, training, and assistance with complex cases.
- Delivered presentations at Tech Summits and collaborated with VMware Tech Academy for training sessions.
- Represented at VMware Explore, engaging with customers and partners at the expert bar.
Technical Support Engineer L1-L2
Tek-Experts
11.2011 - 09.2017
- HPE SiteScope: Monitored IT infrastructure performance and availability.
- HPE Data Protector: Managed data backup and recovery solutions.
- Supported Premier Customers and handled 2nd-level cases under special contracts.
- Elevated cases from L1 as Senior Engineer.
- Tested and reproduced potential application defects for troubleshooting.
- Reported defects to the development team and created documentation for troubleshooting and installation.
- Resolved issues involving protocols, tape libraries, storage technologies, databases, virtualization, and operating systems.
Computer and Networking Maintenance
San José Indoor Club
12.2008 - 10.2011
- Computer and networking maintenance, installation, replacement, contact and support with vendors, licensing management.
- Hardware and software installation for different departments based on their needs, financial, sales, restaurants, cashiers.
- Basic databases queries on MySQL and SQL.
Education
Bachelor's degree - Information Technology IT for business
Universidad Latina de Costa Rica
Specialization - Data Bases
Universidad Latinoamericana de Ciencia y Tecnología
01.2015 - 01.2017
Course - SQL DB
Universidad Técnica Nacional
High School Diploma - Tech in Networking
CTP Mario Quirós Sasso
01.2003 - 01.2008
Skills
Virtualization Implementation Expert
Disaster recovery solutions
Storage protocols knowledge
Linux
Networking troubleshooting
SQL - PostgreSQL
Backup and restore troubleshooting
Basic scripting bash and Powershell
Network Monitoring Tools
IaC basics
Cloud computing
Certification
HPE Data Protector v9 - HPE Security - Data Security, 2016
Timeline
Technical Support Engineer
Veeam
02.2024 - Current
Technical Support Engineer
VMware
09.2017 - 01.2024
Specialization - Data Bases
Universidad Latinoamericana de Ciencia y Tecnología
01.2015 - 01.2017
Technical Support Engineer L1-L2
Tek-Experts
11.2011 - 09.2017
Computer and Networking Maintenance
San José Indoor Club
12.2008 - 10.2011
High School Diploma - Tech in Networking
CTP Mario Quirós Sasso
01.2003 - 01.2008
Course - SQL DB
Universidad Técnica Nacional
Technical Support Engineer
Paessler
Bachelor's degree - Information Technology IT for business
Universidad Latina de Costa Rica
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