Miguel Angel Vilela

Current

Enterprise Technical Solutions Engineer at Google

Past

Gold Server Analyst at Dell
Volunteer at GULIC - Canary Island Linux Users Group
Linux Administrator and Support at Universidad de La Laguna

Linux Operator and Programmer at Conysis I+D S.L.

see less...

1 more...

Education

Universidad de La Laguna
Universidad de La Laguna

Recommended

3 people have recommended Miguel Angel

Connections

95 connections

Industry

Information Technology and Services

Websites

Miguel Angel Vilela’s Summary

Linux system administration in educational environment.
Dell hardware technical support and basic/intermediate OS support for Windows, Linux & ESX server.
Students technical training on Linux, including course organization and documentation project management.

Miguel Angel Vilela’s Specialties:

Server hardware troubleshooting and diagnostics.
Advanced OS troubleshooting on Linux and ESX plataforms.
Basic OS troubleshooting on Windows 2003 Server.
Customer handling with timely response driving high customer satisfaction.

Miguel Angel Vilela’s Experience

Enterprise Technical Solutions Engineer

Google

(Public Company; 10,001 or more employees; GOOG; Internet industry)

October 2007 — Present (2 years 2 months)

Support in system configuration, network setup, diagnosis, and resolution of customer cases for the Google Search Appliance and other Enterprise products. A Technical Support Engineer provides technical assistance and remote troubleshooting support as part of a global support organization. Also work closely with engineers, product managers, and sales engineers to improve the product's vision and to make Google customers successful.
Gold Server Analyst

Dell

(Public Company; DELL; Computer Hardware industry)

October 2006 — October 2007 (1 year 1 month)

Provides telephone technical support in a case based management environment possessing excellent customer service skills and the ability to make sound, informed decisions. Interfaces with TAMs and Sales serving as a point of contact in areas of expertise.

• Provides timely response to server customers using all Dell resources necessary to quickly and accurately diagnose, troubleshoot and repair customer’s equipment or to escalate to the appropriate team.
• Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.
• Identifies and resolves issues affecting customer's servers, utilizing Dell Knowledge Databases and resources necessary support staff.
• Performs required case management functions as related to assigned TAM.
• Actively demonstrates use of ATS (Analytical Troubleshooting) process in problem handling.

Full job description available from Dell at http://www.dell.com/html/emea/enterprise/job6.htm
Volunteer

GULIC - Canary Island Linux Users Group

(Computer Software industry)

January 2002 — September 2006 (4 years 9 months)

When I joined the GULiC I organized several Linux courses for students and cooperated in several LAN-parties deployment and maintenance, including some software developing.
Linux Administrator and Support

Universidad de La Laguna

(Educational Institution; 1001-5000 employees; Information Technology and Services industry)

January 2002 — June 2006 (4 years 6 months)

For four years I managed the Faculty of Mathematics’ computer rooms systems. Among the tasks I developed stand out:
• Desing, implementation, test and start off of the Linux part of the server system of the computer rooms network, which consists of three high performance PCs with Linux and RAID.
• Cooperation in desing, implementation, test and start off of the Windows part of the server system of the computer rooms network, which consists of two PCs with Windows 2000.
• Administration and maintenance of the Linux part of the server system and its software RAIDs.
• Administration of a LAMP plataform with two Linux servers and over 1200 users.
• Installation, start off and maintenance of over ninety dual-plataform Linux/Windows desktop systems, many of which are Dell Optiplex systems.
• PC Hardware and Software troubleshooting and on-site technical support on a daily basis.
Linux Operator and Programmer

Conysis I+D S.L.

(Privately Held; 1-10 employees; Information Technology and Services industry)

July 2004 — October 2004 (4 months)

I worked for a local Linux and networking support company, as programmer and technician. The star product of this company is a Linux router system on PC hardware which provides inter office connectivity by means of VPN. In this company I worked in
• Mixed LAN/WAN environments with special TCP/UDP routing and firewalling needs.
• Network troubleshooting including IP-tables firewalls, DNS, DHCP, VPN.
• Troubleshooting and repairing a variety of PC hardware (Dell, HP, IBM and others).
• Maintenance of Debian and RedHat Linux servers. Exposed to Windows 2000 servers as well.