Daniel Lugo Email & Phone Number

Las Vegas, Nv, Us

Moved to the Commercial Energy side of Tesla Energy as of June 2023⦁ Support for Tesla Commercial Solar installations.⦁ Supported on site field service technicians with inverter, meter and SCADA installation, troubleshooting and configuration.⦁ Managed large-scale commercial solar installations and configured SCADA monitoring using various third-party inverters and metering equipment.⦁ Supported project management efforts for the development of troubleshooting and technical documentation.⦁ Monitored commercial systems, investigated issues, performed remote troubleshooting and diagnosis, dispatching technicians as needed.

Las Vegas, Nevada Area

-Promoted to Field Service Support Engineer Commercial Solar as of 5/30/2023-Promoted to Associate Technical Support Engineer as of 10/1/2021-Promoted to Senior Technical Support Tier 2 Level IV Specialist as of 7/27/2020⦁ Supporting Tesla Energy products (Solar, Powerwall, Commercial Solar & Storage) and assisted in project management for developing Case Management Systems.⦁ Aided Field Service Technicians with Meter, Inverter, and Communication Gateway issues, and supported both third-party and internal Tesla products for residential and commercial sites. Monitored NOC screens for system failures, production issues, and communication problems, investigating and dispatching service as needed while reporting on missed SLAs.⦁ Utilized Linux daily for secure shell host connections to diagnose and troubleshoot software issues worldwide. Employed VI/VIM for JSON configuration editing and Python scripts for deploying fixes. Retrieved logs via Linux SCP to remotely identify root causes of communication or production issues.Configured Modbus devices and Moxa Gateways remotely. ⦁ Created and modified SQL queries to troubleshoot, monitor critical statistics, and generate daily system reports. Delivered top-tier Electrical Installer support through troubleshooting, handling inbound calls, chats, emails, and cases in a high-pressure environment. Managed escalations from various Tesla departments, even beyond our scope.

Las Vegas, Nevada, United States

-Side Project-https://www.facebook.com/InfiltratePaintball/Defunct-Paintball Marker Repair, Tuning.-Custom Bob Long Intimidator & Dye Matrix Builds-We specialize in Retro gear specifically 2000 - 2014.

Las Vegas, Nevada Area

-Promoted to Contact Center Team Lead for Nest on Jan 2018Coached, managed teams up to 30 agents to improve performance. This includes performance issues, training & development, scheduling, conducting individual performance reviews, reporting issues pertaining to payroll, human resources, or disciplinary action when necessary. Meet monthly key contact center performance goals for customer satisfaction, service levels, quality, productivity, and key performance metrics. Report, analyze and resolve system, customer, and operational issues that impact service quality. Managed daily activities and sets personnel performance goals accordingly. Participated in the interviewing, selection and management of staff. -Tier II Technical Support - Apr 2017 to Feb 2018Provided Senior technical support for all Nest Labs products.Last point of contact for customers while handling escalated cases.-Tier I Technical Support Chat Agent from Nov 2016 - Apr 2017 Supported All Nest Labs products (Nest Learning Thermostat, Nest Cam's, Nest Hello, Nest Protect)

Las Vegas

Annual audio production assistant for PGA Entertainment. During the Annual Shriners Hospitals for Children Open

Las Vegas, Nevada Area

Administrator of Competitive ESports website. Reviewing suspicious matches for suspected cheating or third party application usage.Assisted in Development of Anti-Cheat with AC team

Las Vegas, Nevada Area

Side Project only made small run of devicesCustom Built Box ModsDual 18650 Unregulated with Mosfet.Parallel or Series, Lifetime Warranty.

Las Vegas

- Technical support call center agent - Supporting UPS.com, UPS Software and Hardware Temp Contract

Las Vegas, Nevada

- Provided original web design for customer, ensured that the web servers, hardware and software were operating correctly, also generating and revising web pages.- Review statistics and monitor analytics. Debugged issues that arise with the performance of the website. - Troubleshooting the site. This involves areas including content, links, order flows, registration flows and transaction logs.- A1 was the first and longest continuously operating professional audio company based in Las Vegas.- Conducted Pro Audio Equipment Leases, Rentals & Sales. Complete Pro Audio Entertainment for many massive clients including stadium audio.

Henderson, Nevada

Customer Service, Computer Repair• Perform basic testing to determine product needs and service solutions• Facilitate sales, upgrades, installations and service Basic Qualifications• Expertise in DOS, Windows 9x/ME/2000/XP/Vista/7 or Mac OS X• Knowledge in troubleshooting hardware, peripherals, software, operating systems and Internet connections• Proficiency in software installations and upgrades• Strong research and problem-solving capabilities

Bachelor'S Of Science In Computer Science (Bsc), Computer Science

Activities and Societies: Electronics club

Bachelor Of Applied Science (Basc), Computer Science