Information Technology Support Technician

FERNANDO SUAREZ

**** ******* **. **** **, Round Rock, TX 78664 512-***-**** ***********@*****.***

Profile

I am a United States Army Veteran and have over 35+ years’ experience in the Information Technology industry ranging from Personal Computers to Enterprise level System, with their related Operating Systems. In both areas I have been able to work my way up from L1 Support Technician to Team Manager which has taught me skills such as solving management conflicts, negotiations, and crisis management. Data Analysis, in Depth Problem Evaluation and Solving. Ability to multi-task, enjoy challenges and thrive in very stressful situations. Highly energetic and able to motivate others. Work well under both direct and indirect supervision and complete assignments promptly. Object and Process driven. Give 100% to the task.

Experience

DELL TECHNOLOGIES AUGUST 1998 – AUGUST 2024

(Started as CSD Network Technician/Analyst L1 ending as Professional & Manage Services Solutions Architect, Sr. Engineer)

Solutions Architect Sr. Engineer (May 2008 – Aug 2024): Reviewed, plan and design the deployment of new Enterprise Systems (Servers, Ethernet and Fiber Channel switches, Storage Systems and Tape Libraries) ranging from simple Stand-Alone Servers to Storage Area Networks. Specializing in vSphere/VMware and Windows with Hyper-V Operating Systems. Assist on the troubleshooting, and resolution of Dell Storage devices in a Direct Attached (DAS) or SAN configurations to include servers, Storage Array, Disk Enclosures, Fiber Switches for hardware, network, and software issues. Assisted with installation, configuration, diagnostics and resolution for hardware level issues and minor software level issues at the Operating System level. Perform Failure Analysis on issues to determine problems and escalate to upper Management and Engineering as required. Answer customer presale questions and assist Sales Teams as required. Received Several Awards for Customer Satisfaction, and duty Performance.

Latin America Enterprise Tech Support Team Manager (Nov 2003 – Apr 2005) Responsible for a team of 18 Server technicians and 2 team leaders, that provided phone support to all 49 countries in Latin America for Gold, Silver and Bronze level customers in 4 languages. Responsible for ensuring those teams met and maintained Service Level Goals as outlined by area manager and Directors. Coordinated engagement, and support for all Field Level Escalations in the region. Developed team and individual training goals to include short- and long-range road maps to meet these goals. Responsible for the control, development and deployment of all Policy and Procedures for the Latin America team including Dell International Site in Panama. Primary lead on all interfaces between Engineering, Logistics, Service Providers and Alliance teams. Provided reports and analysis as required to Area manager and Directors. Co-managed all escalations assigned to the region. Performed the recruiting, screening, and hiring, of new personnel and was designated LA Lead Member of the Service Readiness Core team, for all new products and projects.

AES/CSD_ Enterprise Expert Center, Enterprise Technician L1 (Aug 1998 – Nov 2002, L2 Network Eng, Escalation Supervisor Latin America Nov 2002-Nov 2003) – Enterprise Storage L1 (Nov 2005 – May 2008) During this time served as the first line of support on a Inbound Queue Center providing assistance to customers reporting problems ranging from simple network connectivity errors to major hardware malfunctions on Enterprise level systems from Low to Enterprise level servers, Storage and Tape Libraries, to include Blade and Converge systems. Operating Systems such as Windows, Linux, Novell and the Hypervisors VMware vSphere, Microsoft Hyper-V. Assisted Sales teams with information related to projected solutions to include recommendations on Hardware, Software, and services. Performed Failure Analysis, Provided Analysis recommendations to customers based on their existing and projected environments and worked to accomplish high level and successful results. While with the Latin America Team, supervised all escalations and provided support to 49 countries in Spanish, Portuguese and English. Received several awards for duty performance and high-level customer satisfaction.

United States Army (August 1978 - August 1998) I was a member of the U.S. Army active forces, with assignments in the United States, Europe, and Central America. Served with distinction in increasing positions of responsibility ranging from Squad/Section Leader to Shift Supervisor, Section Manager. Served as Instructor of IBM 37760/370 and 4381 Main Frame Systems, and Security Manager. Supervised from 3 to 15 Computer technicians from Fixed Sites, Tactical to Call Center level support. Developed, setup, and implemented operations, maintenance and security guidelines and training programs at Unit and Battalion levels. Issued and held Secret Security Clearance (1982 - 1998). Received numerous commendations, and awards for work and duty performance. Attended several Leadership and Management Development Courses, graduating with distinction. Final Rank/Grade: SSG/E-6, Last Duty position: Sr. Network/Mail Administrator, HQ Recruiting Command, Fort Knox Kentucky

Education

BACHELOR’S DEGREE OF APPLY SCIENSE IN BUSINESS ADMINISTRATION W/INFORMATION SYSTEMS MAY 2010 PARK UNIVERSITY.

HIGH SCHOOL DIPLOMA JUNE 1978 BELMONTH HIGH SCHOOL LOS ANGELES, CA

Skills & Abilities

·Able to multi-Task

·Fully bilingual in English and Spanish (Linguist Certified Spanish US Army)

·Excellent customer service skills

·Punctual and hard working

·High Attention to Detail

·Basic Knowledge of German, Portuguese and Italian

·Highly experience in troubleshooting extreme and difficult cases and high-level analysis

·Problem solving

·Solving management conflicts, negotiations, and crisis management.

·Task Oriented

Activities and Interests

I enjoy reading, listening to music, movies, Model building (wood, metal, plastic), photography

Contact this candidate