Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ian Loaiza

Technical Support Engineer
Panama

Summary

Dynamic Technical Support Engineer with a proven track record at Dell Technologies, excelling in problem-solving and technical troubleshooting. Enhanced customer satisfaction through effective remote support and root cause analysis, while mentoring team members. Skilled in technical documentation and collaboration, driving improvements in system efficiency and reducing downtime.

Flexible Technical Support Engineer with 3 years of experience helping clients maintain smooth operations. Expertise in M365 systems and Fast environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.

Overview

2
2
years of professional experience
1
1
Certification
2
2
Languages

Work History

Technical Support Engineer

Dell Tecnologies
03.2025 - Current
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.

Senior Technician

Dell Tecnologies
07.2023 - 03.2025
  • Completed preventive maintenance on set schedules.
  • Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
  • Assisted in the design and installation of advanced technology upgrades, resulting in increased productivity levels.
  • Monitored and enforced safety measures to mitigate hazards.

Education

High School Diploma -

Jose Dolores Moscote
Panama
05.2001 -

Skills

Technical support

Technical troubleshooting

System troubleshooting

Problem-solving

Teamwork and collaboration

Application installations

Remote support

Ticket management

Technical documentation

Analytical thinking

Certification

[Scrum Fundamentals certified ], [SCRUMstudy] - [July 2025]

Timeline

[Scrum Fundamentals certified ], [SCRUMstudy] - [July 2025]

07-2025

Technical Support Engineer

Dell Tecnologies
03.2025 - Current

Senior Technician

Dell Tecnologies
07.2023 - 03.2025

High School Diploma -

Jose Dolores Moscote
05.2001 -

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Ian LoaizaTechnical Support Engineer