Senior Technical Analyst and Automation Specialist

George Nicholas Rodrigues Silva

**** ***** **** **** #** West Valley, Utah 84119

801-***-**** *****-*****@*******.***

https://www.linkedin.com/in/george-silva-45757790/

EDUCATION

ITT Technical Institute- Murray - Utah Abril 2012 - September 2016

Bachelor of Science; Electrical Engineering and Communications Technology

• 3.8 GPA

• Highest Honor

SKILLS

Technical Sales

Linux administration

API Integration

Scripting Automation

System Automation

Database Administration

Data Analysis

Technical Report Generation

Hardware Diagnostics

Technical troubleshooting

Hardware and Software Troubleshooting

Electronic test equipment

Embedded Systems

Circuit Design

Disaster Recovery

NAS management

Microsoft Excel

Microsoft Word

Client management PowerPoint

Microsoft Operating systems 11

Desktop Support

Linux

Imaging

In-person Support

Network

Problem Resolution

Agile Project Management

Automation Solutions

Energy Management

Leadership

Teamwork

Client Engagement

Linux administration

Team collaboration

Analytical skills

Goal Oriented

Root cause analysis

Disaster Recovery

Team collaboration

Database Administration

Technical Report Generation

WORK EXPERIENCE

Dell Technologies, Draper, Utah May 2015 – August 2025

Senior Technical Analyst / Global Service TSE 2

Delivered Tier 2 enterprise-level technical support for high-profile clients and Fortune 500 companies including AMEX, ABC, Marvel Studios, ExxonMobil, FedEx, Pfizer, and US Bank, focusing on Linux and FreeBSD-based Scale-Out NAS and Object Storage clusters.

Oversaw NAS server cluster operations for NFL Films during Super Bowl LIII, ensuring optimal system availability and performance during peak traffic conditions.

Managed case and ticket queues; provided remote support via phone, chat, email, and Webex; triaged and escalated critical issues; assessed severity and priority levels; coordinated with engineers, clients, stakeholders, and third-party vendors.

Conducted in-depth research and troubleshooting using internal documentation, technical manuals, wikis, forums, and search engines to resolve complex system issues.

Performed root cause analyses (RCAs) on server cluster nodes to diagnose kernel panics, firmware anomalies, software bugs, and hardware failures.

Built virtualized Linux/FreeBSD environments to replicate customer issues, identify system limitations, uncover code defects, and validate commands prior to production deployment.

Utilized bash and zsh command-line interfaces to parse logs, extract diagnostic data, and resolve intricate server-side problems.

Created and shared custom bash one-liners, aliases, functions, and scripts to streamline repetitive tasks and reduce resolution times across support team.

Supported clients in cases of data corruption and integrity breaches, implementing containment strategies and facilitating rapid data recovery.

Diagnosed hardware component failures and coordinated expedited dispatch of replacement parts, minimizing downtime and ensuring service continuity.

Cricket Communications, Salt Lake City, March 2010 – May 2015

Retail Sales Representative/Key Holder

Sold newest products (cellphones, accessories, broadband cards), resolved customer account issues, and troubleshot cell phone problems to enhance customer satisfaction.

Demonstrated new devices and features to enhance customer experience.

Assisted customers with product selection and service inquiries.

Managed store inventory, provided support to co-workers, opened and closed store, and trained new employees.

Maintained product displays and ensured inventory accuracy.

ACS, Salt Lake City, Utah November 2007 – March 2010 Call Center Supervisor

Supported customers in call center by resolving account issues, achieving 100% customer satisfaction.

Addressed customer needs by delivering phone support nationwide.

The company supported several businesses worldwide.

NPS – Market Square, Salt Lake City, Utah May 2005 - November 2005 Cashier

Processed customer transactions using cash register and point-of-sale system.

Managed cash drawer, ensuring accurate cash handling and balancing at shift end.

Provided excellent customer service by addressing inquiries and resolving issues.

Provided customer service, gathered shopping carts, and organized store layout to enhance shopping experience.

Collaborated with team to consistently meet and exceed NPS goals established for store.

LANGUAGES

Spanish, Full Professional

Portuguese, Native/ Bilingual

English, Full Professional

Contact this candidate