Summary

Overview

Work History

Education

Skills

Websites

Timeline

Walter Gonzales

Greeley

Summary

Dynamic Senior Technical Support Analyst with extensive experience at VMware and a proven track record in virtualization technologies. Expert in VMware vSphere and Kubernetes, delivering exceptional customer service and technical support. Adept at managing complex migrations and troubleshooting critical issues, ensuring operational excellence for premier clients.

Overview

years of professional experience

Work History

Senior Technical Support Analyst (VMware)

Spinnaker

01.2025 - Current

Account support Lead, like Broadcom/VMware service account manager (SAM). Being the main point of contact for a few Spinnaker customers for any inquiry, follow up, and service deliverable.
Assist customers with the process of third-party support once they leave Broadcom/VMware support.
Assist with Broadcom/VMware third-party security screening of the customers’ environment.
Assist with incoming Jira Tickets
Provide knowledge and assistance to customers as a Third-Party support to maintain and support our customers.
Provide information regarding potential third party software to migrate off VMware.
Provide guidance and break fix support to all customers.

VMware Support Engineer II - Lead

Dish

08.2024 - 01.2025

Migrated VMware environment from AWS server to on-premises.
Deployed environment automation through Airflow to process through VMware TCA, vCenter, and ESXi (hypervisor) to Kubernetes pods.
Deployed and maintained pod status on Kubernetes VM.
Verified, added, and maintained IP, DHCP information through Infoblox server.
Worked and submitted tickets through Service Now (SNOW) and Jira.
Assisted in troubleshooting potential VMware issues.
Learn and deploy a WindRiver environment
Focus on developing articles and process to assist during the migration from VMware to Windriver.

System Support Engineer II

TSG / Contract to Dish

01.2024 - 08.2024

Migrated VMware environment from AWS server to on-premises.
Deployed environment automation through Airflow to process through VMware TCA, vCenter, and ESXi (hypervisor) to Kubernetes pods.
Deployed and maintained pod status on Kubernetes VM.
Verified, added, and maintained IP, DHCP information through Infoblox server.
Worked and submitted tickets through Service Now (SNOW) and Jira.
Assisted in troubleshooting potential VMware issues.

Senior Technical Support Engineer 3

VMware

09.2017 - 02.2024

Provided detailed support for VMware premier customers.
Managed vCenter / ESXi / SRM certificates (Default or CA).
Handled vCenter STS certificates.
Conducted root cause analysis for vCenter / ESXi / VM level support.
Configured Site Recovery Manager (SRM) and vSphere Replication, including Array Base replication.
Managed severity 1 queue for production down customers.
Supported vCenter / ESXi / SRM upgrades.
Offered top-level support for SysOps customers.
Assisted in resolving production down environments and getting customers operational.
Deployed and configured vCenter, ESXi.
Troubleshot vCenter, ESXi host issues and aided other products interacting with vCenter or ESXi.
Deployed and configured SRM and Replication appliance.
Troubleshot SRM and Replication issues.

Technical Support Engineer

Rebels Tech Support

08.2014 - 09.2017

Converted VB code to C#.
Created HTML-based websites.
Contracted to install and repair display outlets.
Wired physical servers.
Troubleshot computer problems.