Windows Server
Shamell Gutierrez
System Administrator
Boston
Summary
Experienced in technical support, network troubleshooting, and Windows Server management and Monitoring, enhancing system performance and ensuring high customer satisfaction. Skilled in troubleshooting server hardware and software, with expertise in standard operating systems, networking protocols, and complex technical problem resolution.
Overview
15
15
years of professional experience
2
2
Certifications
1
1
Language
Work History
Storage Support Engineer
Dell Panama
02.2021 - 06.2023
- Provide technical support to customers experiencing issues with Dell storage solutions, including PowerVault , Equallogic and Compellent systems and backup tapes, via phone, email, and chat.
- Diagnose and resolve hardware and software issues related to storage devices and backup systems. Guide customers through step-by-step troubleshooting processes.
- Address common issues such as RAID configuration problems, storage connectivity issues, and backup/restore failures.
- Escalate complex technical issues to higher-level support teams or specialized departments when necessary.
- Educate customers on best practices for using Dell storage solutions, including maintenance, upgrades.
- Coordinated with sales representatives to provide pre-sales technical assistance, helping secure new clients and grow business revenue streams.
- Participated in post-mortem reviews after major incidents, identifying areas for improvement and implementing changes accordingly.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
NOC Engineer
Brink’s Inc
01.2013 - 12.2020
- Continuously monitor network performance and infrastructure using tools such as SolarWinds, SCOM, and other network management systems to detect and resolve issues proactively.
- Respond to and resolve network incidents, outages, and performance issues in a timely manner. Escalate complex problems to higher-level support teams or vendors as necessary.
- Perform administrative tasks on Windows Server environments.
- Manage and monitor data backup processes using Commvault, ensuring data integrity and successful backup and recovery operations.
- Work closely with other IT teams, including network engineering, system administration, and security, to coordinate activities and ensure seamless operations.
Technical Support Representative
Dell Panama
11.2008 - 01.2013
- Respond to customer inquiries and issues regarding Dell products, including computers, printers, peripherals, and servers, through telephone support.
- Diagnose and resolve hardware and software issues by guiding customers through step-by-step troubleshooting processes.
- Educate customers on product features, best practices, and maintenance to enhance their overall experience and product longevity.
- Log all customer interactions and technical issues in the company's CRM system accurately and comprehensively.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Technical Support Agent
Sitel Panama
03.2008 - 11.2008
- Diagnosed and resolved technical problems, such as connectivity issues, slow internet speeds, and telephone service interruptions, ensuring minimal downtime for customers.
- Educated customers on product features and usage, fostering a positive relationship between the company and its clients.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Supported new team members during their onboarding process, sharing best practices and tools for success in the role.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
Education
Bachelor's Degree in Computer Networks - Computer Networking
Technological University of Panama
Panama 05.2001 -
Skills
Technical Support
Network Troubleshooting
Storage Area Networks : installation, configuration, and maintenance
IP Networking
Team Collaboration
Problem-solving abilities
Data Backup
Backup and recovery : Commvault, Veeam
Windows Server management
Active Directory Administration
Virtualization: VMware vSphere
Operating Systems: Windows Server , CentOS, RHEL
Network Monitoring: SolarWinds
Cloud Services: Microsoft Azure
Monitoring: UptimeRobot
Software
Linux
Virtualization
Network Monitoring
Network Management
Backup Solutions
Certification
Associate - Networking Exam
Timeline
Associate - Networking Exam
06-2024
Associate - Information Storage and Management Version 4.0 Exam
12-2021
Storage Support Engineer
Dell Panama
02.2021 - 06.2023
NOC Engineer
Brink’s Inc
01.2013 - 12.2020
Technical Support Representative
Dell Panama
11.2008 - 01.2013
Technical Support Agent
Sitel Panama
03.2008 - 11.2008
Bachelor's Degree in Computer Networks - Computer Networking
Technological University of Panama
05.2001 -
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