Mireia Perez Fuster
Cork
Summary
Experienced Senior Technical Writer with a solid foundation in technical support engineering. Expertise in creating clear, concise documentation and improving processes for better efficiency. Demonstrated ability to work collaboratively across teams to meet project objectives. Focused on optimizing content management and enhancing user access to information.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Writer
VMware Unlimited, Inc
Cork
03.2021 - 01.2025
- Produced high-quality documentation for 15 VMware Tanzu products amidst dynamic release schedules.
- Streamlined documentation processes utilizing docs-as-code tools such as GitHub and GitLab.
- Collaborated globally with technical writers, product management, and engineering teams.
- Facilitated feedback sessions with Customer Support and Local Field teams to enhance documentation accuracy.
- Prioritized and classified workload for documentation team using Atlassian Jira.
Staff Customer Engineer
Pivotal Software, Inc
Cork
08.2016 - 03.2021
- Applied technical expertise to diagnose and resolve complex customer issues within unique systems.
- Handled critical issues and escalations, collaborating with R&D and partners effectively.
- Developed and implemented resolutions while adhering to standard practices and procedures.
- Recreated problems and conducted failure analysis using internal virtual labs.
- Collaborated with R&D to identify code bugs and address customer enhancement requests.
- Created and reviewed Knowledge Base content to enhance information accessibility.
- Managed Data Labs project, implementing agile methodologies for testing support environments.
- Generated reports from support ticket metrics to identify account trends for remediation.
EMC Networker Technical Support Engineer II
EMC Corporation
Cork
06.2013 - 08.2016
- Developed problem resolution strategies for EMC backup and restore enterprise solutions.
- Created knowledge base content and delivered training sessions to elevate team capabilities.
- Mentored new graduates in troubleshooting procedures, promoting efficient adaptation within the team.
- Deployed and maintained virtual labs to expedite issue reproduction and resolution.
IT Helpdesk Support Analyst
Atos IT Solutions
Cork, Ireland
09.2012 - 04.2013
- Contributed to multilingual global support team delivering technical support on diverse issues requiring identification, evaluation, prioritization, resolution, or escalation.
Education
Project Management Techniques - Certificate Course
Cork Insttute of Technology
Ireland04.2019
M.D. - Telecommunications Engineering
Universidad Miguel Hernandez De Elche
Alicante, Spain07.2012
Hons BEng Electronic Engineering - Erasmus Internatonal Exchange Program
Cork Insttute of Technology
Ireland06.2012
Skills
- Docs-as-code and Markdown
- Git, GitHub, GitLab
- Command line interfaces and UNIX
- Remote collaboration in distributed teams
- Agile methodologies and documentation management
- Atlassian Jira for project tracking
- DocOps
- VMware Tanzu
Certification
- Professional Scrum Master Course & Certification PSM I, 05/01/19
- Red Hat Certified System Administrator exam EX200, 07/01/16
- Cisco Certified Network Associate (CCNA), 640-802, 08/01/11
- EMC Information Storage and Management Associate, ISM (EMCISA), 06/01/13
- VMware Certified Professional 6 - Data Center Virtualization VCP550, 07/01/15
Affiliations
- Reading
- Travelling
- Cooking
References
References available upon request.
Timeline
Senior Technical Writer
VMware Unlimited, Inc
03.2021 - 01.2025
Staff Customer Engineer
Pivotal Software, Inc
08.2016 - 03.2021
EMC Networker Technical Support Engineer II
EMC Corporation
06.2013 - 08.2016
IT Helpdesk Support Analyst
Atos IT Solutions
09.2012 - 04.2013
Project Management Techniques - Certificate Course
Cork Insttute of Technology
M.D. - Telecommunications Engineering
Universidad Miguel Hernandez De Elche
Hons BEng Electronic Engineering - Erasmus Internatonal Exchange Program
Cork Insttute of Technology
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