Juan L.

Experience

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  Sun Microsystems

  Oct 2007 - Apr 2010

  Solaris Instructor

  Achievements*Led outstanding quality training programs for over two and a half years. These programs range from basic Unix courses to advance ones. *Award recognition during 2008 FY accredits me as the most valuable instructor for that period. Key Responsibilities*Training IT professionals in the use of the Solaris 10 Operating Systems; through practical workshop courses. Covering basic, intermediate or advanced administration tasks of Solaris 10 OS. A brief example of the topic covered includes: process automation creating and using shell scripts as well as managing specific features of the file systems such as ZFS and UFS. *Provide technical support within the department when it was required. This task mainly included user account administration, setting storage quotas, JumpStart server administration, setting the configuration of the server used during the training (30+), setting up routing tables and VLANs as it was required (within Unix server and Cisco equipment), scheduling and automate process and jobs in the system, among others.*Provide technical information and demonstrations to clients to consolidate the sale process within Sun Microsystems. Show less

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  BBVA Provincial

  Mar 2010 - Aug 2010

  Unix Specialist

  Key Responsibilities*As a Unix Specialist for the Architecture department, it was my responsibility to set and tune servers during the implementation of projects as a daily task. This process involved, the installation of the operating systems (SUSE and Solaris 9/10), setting additional partitions through SAN, setting local routing tables, applying patches (security, recommended and special requirements), and implementing different tools for monitoring and debugging the servers. *Update and patched production servers without any incident and within the deadlines*Improve security patching policies in old servers to reduce security breaks*Coordinating small teams from various departments such as networking, storage, database and security to guarantee a high-quality server, including its correct configuration for the project within the planned schedule. *Implementation of virtual environments through Solaris 10 Zones,*Administration of multiples servers in both physical and virtual environments (VMware & Oracle VM) *Generate adequate documentation related to setting up a new server. *Assist the support department during the maintenance of service on production and technical support when required. Show less

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  Veritech Corporation

  Dec 2014 - Mar 2016

  Network Consultant

  Achievements• Successfully migrate the internal backup system to Bacula enterprise • Implemented and support JIM2 and Adempiere systems (ERP systems).Key Responsibilities• Providing quality technical support services to business clients.• Support and implementation of Windows, Linux and Mac servers and workstations.• Assisting other Veritech network engineers with their duties.• Providing quality technical support services to business clients.• Technical Support of networks, PCs, Servers, printers and peripherals.• Assisting with Project Roll-outs and Systems Implementations.• Client liaison, Support and Sales.• Some level of office administrative support.• Other duties as required by VCorp Show less

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  Dell Technologies

  Mar 2016 - Dec 2019

  Key Responsibilities • Enterprise storage remote technical support - EqualLogic & PowerVault solutions.• Identify issues, investigate root causes and recommend solutions to enterprise problems – applying diagnostic techniques as necessary and keeping the customer informed throughout• Perform case management functions to keep cases up-to-date and accurate• Identify, research and input unique or recurring customer problems• Provide timely responses to customer escalations• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions Show less Achievements:• Internal Customer Satisfaction (CSAT) Competition Winner with a 92.8% positive rating for FY18Q1. This was achieved after implementing proactive case revision and applying corrective action on problematic ongoing cases.Key Responsibilities Since January 2017 I have assumed the position of POD leader in addition to my responsibilities.• Enforce and advise the importance of CDO policy • Verify that all case has a clear ETA • Review that ongoing cases are being followed up adequately • Confirm that provided action plans are accurate and will address the reported issues effectively • Ensure that case notes reflect accurately the reported issues and the work that has been performed • Verify that provided logs are available in 30 days/SATC/case notes• Manage case team’s load based on skills set/load • Engage Level 2/Resolution Managers as required to ensure a smooth resolution • Review and guide daily procedures to agents• Advise agent on incorrect SFDC usage, activity profiling, activity logging and case management Show less Key Responsibilities • Assists customers by diagnosing problems and providing resolutions for technical and service issues• Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions• Recreates, identifies and provides input on unique or recurring customer problems• Monitors and tracks issues to ensure accurate resolution• Reviews and distributes pertinent cross-functional information Show less

  • Technical Support Engineer 2 (Storage)

    Sept 2018 - Dec 2019

  • Enterprise Tech Support Senior Analyst (POD Leader)

    Jan 2017 - Sept 2018

  • Enterprise Technical Support Sr Analyst (Servers)

    Mar 2016 - Jan 2017
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  Nutanix

  Dec 2019 - now

  Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.Work with our developers to identify defects and opportunities for product improvement.Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.Provide an analysis of our existing customer base to avoid and minimize risks in the install base.Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.Collaborate with technology partners (e.g. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis.Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in the Nutanix platform. Show less Key Responsibilities*Troubleshoot, debug, and diagnose customer issues encountered in the field.*Improve the serviceability of the product by testing new features and developing tools to scale our field deployment and auto-support infrastructure.*Provide analysis of our existing customer base to avoid and minimize risks in the field.*Define and lead changes to our product with our development engineering team based on feedback from customers and field implementations.*Work with technology partners (e.g. VMware, Redhat, Microsoft) to resolve issues and push improvements in our ecosystem.*Develop and work on internal and external knowledge bases. Show less

  • Sr. System Reliability Engineer

    Aug 2024 - now

  • System Reliability Engineer

    Dec 2019 - Aug 2024