Figment

Technical Support Lead

Rivian

Ensured robust connectivity for all consumer/commercial vehicles and charger
deployments by proactively monitoring connectivity and anomalies across Rivian’s
global fleet to remotely resolve issues.
Provided technical guidance and mentorship to the team of Tier-3 Connectivity Support
Engineers which ensures Connectivity for all consumer/commercial vehicles and
charger deployments.
Served as a subject matter expert in regard to connectivity/OTA on Rivian vehicles and
chargers and provide education to internal Rivian teams on Tier 1 and Tier 2 support
and diagnostics.
Operated a Tier 3 support desk that can receive connectivity/OTA escalations from
multiple teams such as service centers, engineering, and customer experience centers.
Promptly triaged, resolved, or escalated connectivity issues to engineering and/or the
carrier. Trackd the progress of escalated issues to ensure SLA’s are met and that Rivian
is providing the best possible experience to the vehicle owner.
Tracked the progress of OTA campaigns across Rivian’s global fleet and promptly
triaged/resolved failed software updates.
Worked with product management, digital technology, and vehicle engineering to onboard
new carriers and validate new integrations/features prior to releasing to production.
Responsible for testing and validating connectivity solutions end to end in partnership
with Rivian engineering, vendors, and network operators.
Monitored the cellular configuration of a vehicle through its entire lifecycle, tracked the
progress of eSIM swaps, and manually updated the cellular configuration of vehicles
when necessary.
Acted as the point of contact for carrier network outages, service bulletins, billing
reconciliation, and worked with the appropriate resources to resolve carrier billing issues.

Lead Support Engineer - Connectivity and OTA Operations

Mojio

Led a multi-lingual team of Technical Support Engineers providing 24x7 support to Mojio’s B2B, B2C, PAAS Services; located across the globe with offices in Canada, USA, Bulgaria, and India, excelling at delivering Technical Services, Account Management, Quality Assurance testing, KCS, Training, and many other functions to support the growth of the organization. 
   - Designed the Technical Services team mission to align with the organization’s vision.
   - Leveraged Technical Services knowledge to better assist other Mojio departments by instituting a new process where all incoming technical issues are handled by the Technical Services team.
   - Championed the Voice of the Customer program where critical issues and trends are discussed during company All-Hands meetings.
   - Restructured the team to resolve resource availability issues to improve the internal escalations process
empowering key members in the team.
   - Implemented a Customer Satisfaction program to align with the data-driven company efforts and with the team customer-centered approach.

Technical Services Manager

Single point of contact for all the escalations from Carriers and customers around the world. Responsible for implementing a programmatic approach for successful Carrier launches
• Ramped a team of Technical Support Engineers and Technical Leads to provide multi-lingual support in Canada, Bulgaria, and India.
• Developed a Knowledge Base system from scratch following industry standards to provide support for internal and external users.
• Designed and implemented the technical support flows and tools to be used by the new B2C service offered by the organization. Small fleets tracking solution called Force by Mojio.
• Designed and streamlined the tools in use by the Technical Services team (Zendesk, Jira, Confluence, KB articles, etc.).
• Managed internal and external communication, drove troubleshooting independently and partnered with
support engineers across three global support centers. Developed and evolved the intra department
collaboration with Product, Engineering, QA, Customer Relations, DevOps, and other teams at Mojio.
• Established a list of measurable critical success factors for the carrier launch readiness execution. Provided access and provisioning of the tools to Carrier Project teams and Carrier Care agents in the pre-launch and post-launch phases.

Global Escalations and Readiness Manager

Provided technical guidance to the team of Technical Support Engineers who provide Tier 2 technical support to mobile carriers and other partners that sell connected car services to their end-user customers
Properly assessed support requests amongst device, platform, web, and mobile application issues.
Proactively escalated customer, carrier, and staff issues to management
Collaborated with Engineering, Product Management, and external vendors to resolve technical support issues
Identified business gaps, work on developing processes, and process improvements
Provided technical support in response to incoming inquiries via email, chat, phone or any other technologies
Troubleshot the reported issues, addressed product/service-related questions, and provided technical assistance
Identified, replicated, and documented defects using Mojio processes and tools
Logged tickets/bug in Jira for the identified issues and failures to escalate to Engineering and other teams
Validated the testing environment to ensure the issues are fixed
Participated in mobile App testing efforts as orchestrated by the Quality Assurance team

Technical Support Engineer (Escalations Engineer)

VMware

Provide consulting services including health checks, plan and designs, assessments, jump-starts to VMware customers. Manage, design, engineer, build and support complex and mission critical end-user computing solutions providing efficiency and cost savings to customers. Portfolio of products include VMware vSphere and VMware Horizon Suite (i.e. Horizon View, Horizon Mirage, User Environment Manager, App Volumes, vRealize Operations for Horizon, Identity Manager, User Environment Manager). 

• Designed, built, tested and implemented a 1200 concurrent-user VMware vSphere and Horizon View solution as part of a virtual desktop infrastructure project at a large Canadian Hospital, helping customer expand service offerings while securing data and improving operational efficiency implementing “Follow-Me-Desktop” and VMware JMP (Just-In-Time Management Platform) technologies. 
• Led team in the planning, design and implementation of a 1000 endpoints Horizon Mirage image management and backup/recovery project at a leading North-American Data Center, helping the customer to realize cost savings while improving services.
• Provided vSphere and Horizon View Health Check services to a leading eastern American bank to help the customer with their compliance checking process and as a preparation for the implementation of Instant Clones.

Senior Consultant - Professional Services Organization - End-User Computing Practice (Contractor)

Provided support for the entire VMware Horizon suite, mainly Horizon View and Horizon Desktop-as-a-Service (DaaS), for global customers and partners, interfacing with them via the phone, email, and web. Resolved customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. Worked closely with our Technical Support Management team, Engineering, Continuous Product Development, Sales, and Product Marketing teams to ensure superior service and support to our customers. 

• Worked as Escalation Engineer for the VMware LATAM Enterprise Desktop business.
• Driven customer satisfaction of by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required.
• Proactively escalated customer issues and assisted VMware Engineering to expedite product code fixes.
• Provided high quality Live Answer technical support to program account base.
• Completed formal root cause analysis for resolved issues at customer request.
• Authored Knowledge Base (KB) articles for resolved issues as needed.
• Provided best effort support for customers operating with unsupported configurations.
• Retained ownership of customer issues from creation to closure.
• Assisted customer outside of normal business hours if required.

Senior Technical Support Engineer – Enterprise Desktop / End-User Computing

• Led several technical training project in the VMware Global Support Readiness Training team.
• Identified training needs for different VMware products and technologies.
• Delivered technical training to VMware Support Engineers before product General Availability time so that support engineers were ready increasing this way customer satisfaction metrics.
• Provided technical training to global VMware partners (HP, IBM, Fujitsu, etc).
• Innovated VMware Global Support Services technical training by creating a framework to develop and deliver training in a selfpaced approach (aka CBT). This was accomplished by the use of tools such as SlideRocket and VMware Cloud Director. This model increased productivity by reducing the training delivery times and, offering at the same time, hands on technical labs to be used by support engineers at any time.
• Identified training needs other than VMware product-related and managed to create the Non-release team inside of Support Readiness Training to handle these requirements.
• Lead Technical Course Developer and Trainer for the following VMware Products and Non-release Technologies:
    • VMware Update Manager, vCenter Operations Manager, vFabric Hyperic, VMware Appspeed, etc.
    • Windows Server Performance, Linux Performance, Linux Networking, etc.

Technical Course Developer and Trainer

• Provided support for mission critical ESX Server/VirtualCenter Server deployments and upgrades.
• Supported guest operating systems running in VMware Virtual Machines. All Windows versions, all Red Hat Linux versions, all SuSe Linux Enterprise versions, Solaris 9/10, Netware 6.5, Ubuntu and other Linux/UNIX distributions.
• Created and maintained knowledge base articles.
• Developed a Fast Track to Update Manager training for Technical Support Engineers.
• Closely worked with Product Support Engineering to escalate ESX Server/Virtual Center new issues as they arise to expedite its solution.
• Handled escalated support requests and reported any issues requiring a fix to Product Support Engineering.
• Replicated customer scenarios in order to reproduce possible issues in house.

Technical Support Engineer - Escalation Engineer

Siemens Canada

• Provided bilingual (English/Spanish) technical support for all models of Toshiba laptops, PDAs and projectors in the Toshiba Global Support Centre.
• Diagnosed faulty hardware components.
• Provided customer support for Windows XP Home Edition, Professional, Tablet PC, Media Center Edition, Pocket PC, Wireless LAN setup, data backups, system restore, system recovery, drivers update, hardware troubleshooting, software troubleshooting, system maintenance, service center’s support and parts information.

Technical Support Representative

City of Maracaibo

• Designed the migration and new implementation of the network infrastructure across the municipality.
• Deployed a SuSe Linux Enterprise Server 9 platform
• Deployed Sybase Adaptive Server Enterprise 12.5.1 for Linux.
• Developed and implemented network access, internet access, local desktop, network security, network administration, and operating system’s updates policies.
• Reversed engineered and migrated Informix databases to Sybase Adaptive Server Enterprise/Anywhere.
• Designed a Windows domain infrastructure using Samba

Lead Network/Systems Administrator

Universidad Rafael Belloso Chacín (URBE)

• Software development team leader.
• Developed CORBA-based multi-tier applications using Sybase technologies.
• Designed, implemented and maintained CORBA components.
• Designed and implemented a software development methodology to migrate mainframe-based applications to multi-tier distributed applications.

Lead Software Developer

S. A. Escuela Bella Vista

• Maintained a Windows NT 4 infrastructure (2 domains, 10000+ objects)
• Worked with students, staff, and school management to develop user support strategies.
• Provided desktop support for school’s staff personnel.

Information Technology Help Desk Support

Baker Hughes

• Used Western Geophysical’s seismic planning software, SPECS, to plan and monitor the progress of seismic surveys.
• Used Western Geophysical’s processing software, OMEGA, to verify and partially processing seismic data. Used additional Western software packages to process upholes and DGPS data.
• Developed AIX UNIX Bash shell scripts to automate day to day tasks.
• Created Microsoft Excel macros to automate data processing tasks.

Quality Control Seismologist

A review of my credentials will confirm that within my 20+ years of experience I have acquired the know-how to perform effectively in a variety of roles such as Escalations Manager, Technical Support Manager, Support Engineer, Escalations Engineer, System Administrator, Technical Course Developer, Systems Analyst, Linux Administrator, Database Administrator, Software Developer, etc. 

Having obtained a Bachelor's degree in Computer Science, and several vendor professional certifications, such as Red Hat, Novell, VMware, Microsoft, CompTIA, and others; allows me to feel confident to perform well beyond expectations in any IT-related role.

Other highlights of my qualifications that may be of interest include:

- Proven multitasking capabilities with a strong ability to plan, prioritize and manage complex projects under aggressive timelines.
- Creative design, problem-solving and analytical skills.
- VMware Enterprise Virtualization in-depth knowledge.
- Red Hat and SuSE Linux experience.
- Database Management System Technologies.
- Experience in software development.
- Experience in technical training processes.
- Languages: English/ Spanish/ French(basic).

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