Hugo Leyva Email & Phone Number

Remote

As a Technical Support Engineer II at VMware, I delivered high-level technical support to customers by leveraging VMware products to diagnose, isolate, reproduce, and resolve complex technical issues. This role demanded strong problem-solving abilities, effective communication, and a proactive commitment to delivering exceptional customer service.

El Paso, Texas, United States

As an Onsite IT Support Engineer, I was responsible for:Providing end-user support, including PC imaging, troubleshooting Intel-based PCs and MacBooks, and delivering Audio-Visual assistance.Offering Hand & Eyes support for IT services and Group IT as needed.Serving as the onsite point of contact for the Service Desk, managing Level 2 support requests and handling escalations related to PCs and other onsite IT issues.Overseeing onsite onboarding for new hires and supporting various ad-hoc initiatives, projects, audits, and asset inventory management.

El Paso, Texas, United States

As the Lead Site Technician, I manage IT operations for two Honeywell sites in El Paso. I handle all IT-related issues, resolving them independently or escalating them as needed. Additionally, I act as an expert adviser on IT matters, providing guidance to enhance the facilities' functionality and efficiency.

El Paso, Texas, United States

I was responsible for implementing and supporting desktop equipment at Del Sol Medical Center and its division, serving as a key technical resource for addressing end-user desktop incidents and service requests reported to the Service Desk. Issues outside my scope or responsibilities were promptly escalated to senior-level support personnel. Additionally, I collaborated with other division and facility IT staff and provided 24/7 on-call support for Del Sol Medical Center.

As an **IT Service Desk/Desktop Technician**, I provided comprehensive technical support to SWBC employees and affiliates, handling calls and tickets to resolve a wide range of IT issues. **Primary Duties Included:** - Troubleshooting Windows-based computer systems to resolve hardware and software issues. - Software deployment, upgrades, and installations. - Managing user accounts and performing password resets across multiple platforms using **Active Directory**. - Troubleshooting VMware desktop environments and setting up Xerox printers. - Imaging computers using ghosting software and configuring them based on department requirements. - Providing remote troubleshooting support using tools such as **VNC, TeamViewer, SCCM, and VMware Horizon Clients**. - Maintaining inventory and database control for hardware and software, and documenting all issues in **Aldon** and **ServiceNow** ticketing systems. **Key Achievements:** - Promoted to **PC Technician** after one year as a Jr. PC Tech and designated as Lead PC and Service Desk Technician for my building. - Managed and mentored **two Jr. PC Technicians**, providing support to over **500+ users** onsite and offering technical guidance for remote users. - Successfully maintained high service levels while training technicians and ensuring efficient support operations. **Skills and Strengths:** - Fast learner with a passion for technology and a commitment to expanding my knowledge. - Strong leadership and teamwork abilities, adapting seamlessly to both collaborative and leadership roles. - Highly organized, detail-oriented, and customer-focused, with over **5 years of exceptional customer service experience**. - Proficient in both **English and Spanish**, enabling effective communication with a diverse user base.

As an IT Help Desk Technician, I provided support to Argentina Citi Bank employees, addressing computer and network-related issues. My responsibilities included troubleshooting Windows operating systems and MS Office applications, utilizing Active Directory, providing remote assistance through VNC software, configuring and mapping network printers, and resolving issues related to Citi's network infrastructure and internal software applications. After my first month on the job, I took the initiative to develop a knowledge base of troubleshooting documents, which is still used to train new hires. I was also designated as the go-to technician for complex troubleshooting issues.