GPGuillermo Pineda
@guillermopineda
IT Support Specialist with expertise in full-stack development.
VenezuelaWhat I'm looking for
I am an IT Support Specialist with a strong background in full-stack development and technical support. My experience includes diagnosing and resolving complex technical issues, providing exceptional service to users, and implementing effective solutions that enhance operational efficiency. I thrive in fast-paced environments and am committed to delivering high-quality results.
During my tenure at Dymin Systems in Iowa, I successfully managed a high volume of technical tickets, collaborating with teams to develop critical alerts that improved incident response times. My role involved not only troubleshooting but also contributing to knowledge base documentation, which significantly reduced escalation volumes and improved resolution rates.
In addition to my support experience, I have a solid foundation in software development, having built applications using React.js, Node.js, and Kotlin. I am passionate about leveraging technology to solve problems and enhance user experiences, and I am eager to bring my skills to a dynamic team that values innovation and growth.
Experience
Work history, roles, and key accomplishments
IT Support Specialist
Dymin Systems
Nov 2023 - Apr 2025 (1 year 5 months)
Provided L2 IT support, diagnosing and resolving approximately 40 medium-to-critical technical tickets weekly. Identified recurring issues and unusual resource utilization patterns using monitoring tools such as NinjaOne and Auvik, collaborating with L3 technicians to develop and implement new critical alerts. Implemented effective fixes for escalated L1 support tickets while concurrently developi
IT Support Specialist
IT Firm
Jan 2023 - Nov 2023 (10 months)
Analyzed and documented incoming technical problems to either resolve them directly or escalate appropriately. Provided comprehensive support for end-users on both Mac and Windows operating systems, consistently closing an average of 25 helpdesk tickets per week, while exceeding SLAs and maintaining high CSAT ratings. Simplified complex technical concepts for both senior and non-technical clients,
Full Stack Developer
Industrias Salineras C.A.
May 2022 - Feb 2023 (9 months)
Developed full-stack web and mobile applications, designed and maintained SQL databases for projects, and created automations for manual procedures across multiple departments. Built a web application using React.js, Node.js, and Express.js to visualize plant data from the database, enabling proactive equipment failure detection. Architected and deployed a Kotlin-based Android app to automate plan
Systems Analyst
FreshTechs, C.A.
May 2020 - May 2022 (2 years)
Ensured optimal operation of wireless and fiber internet services using Firewalls, Switches, and Ubiquiti applications (UISP, UNIFI) by configuring radio frequencies, load balancing, VLANs, VPNs, and static routes. Created and oversaw schedules for project deployments, service repairs, and new installations, directing contractors and field technicians. Implemented a fully autonomous client onboard
Education
Degrees, certifications, and relevant coursework
EF Standard English Test
English Certification, English Language
Achieved certification in English proficiency through the EF Standard English Test.
UPUniversidad Latina de Panamá
Computer Systems Engineering, Computer Systems Engineering
Completed a comprehensive program in Computer Systems Engineering, focusing on the design, implementation, and management of computer hardware and software systems.
Tech stack
Software and tools used professionally
Availability
Location
VenezuelaAuthorized to work in
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