Technology Enthusiast | Problem Solver | InnovatorWith over 16 years of diverse IT experience, I'm driven by an unquenchable thirst for knowledge and a genuine passion for building and problem-solving. My journey in the technology landscape has taken me from individual contributor roles to leadership positions, equipping me with a holistic perspective on IT.I specialize in navigating the intricacies of both Microsoft Windows and Apple macOS support environments, and I've honed my expertise in Mobile Device Management. My commitment to delivering top-notch customer service is unwavering, underpinning every aspect of my professional journey.My skill set extends beyond support environments. I bring hands-on experience with technologies like Ruby on Rails, Python, and Data Analytics, complemented by a solid foundation in Information Technology. My strengths lie in swiftly tackling challenges, effective communication, harnessing technology for efficiency, and impeccable time management.Throughout my career, I've cultivated exceptional troubleshooting and debugging skills, along with a knack for comprehensive issue research. Over the years, I've played a pivotal role in orchestrating network upgrades and implementations, developing tailored IT education programs for both adults and children, and actively sharing insights to boost productivity and enhance instruction.I have always seen myself as a "leader" rather than a "manager," and I approach leadership with empathy and a deep understanding of others. With a background in managing adults and nurturing the curiosity of children in technology, I believe that as a leader, it is crucial to embrace mistakes and convey that they are not failures but rather valuable opportunities for growth and learning.My peers often refer to me as a creative 'Technologist.' Whenever a roadblock presents itself, I take pride in crafting innovative solutions using readily available software. I'm an enthusiastic advocate for automation, firmly believing that if a process can be automated to drive improvements, it's worth exploring.With a profound fascination for all things computers, a relentless commitment to self-improvement, and an unwavering belief in the mantra of "never stop learning," I aspire to collaborate with like-minded individuals in the workplace—those who share a passion for innovation, a great energy for building, and a commitment to lifelong learning.Let's connect and explore the endless possibilities of technology together!
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Senior Manager, Information Technology SupportCribl Nov 2024 - PresentSan Francisco, California, Us -
Team Lead, Information Technology SupportCribl Nov 2023 - Nov 2024San Francisco, California, Us
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Manager, Information Technology SupportGlassdoor Apr 2019 - Mar 2023San Francisco, Ca, Us+ Led comprehensive staff development efforts within ITSD, encompassing recruitment, training, coaching, mentoring, and the implementation of a career rubric to establish a clear growth and promotion pathway.+ Developed KPIs in collaboration with a senior leadership to track results and measure ITSD performance for capitalization and improvement.+ Leveraged data analysis to drive continuous improvement in ITSD procedures and processes.+ Successfully implemented Moveworks automation, achieving an impressive 27% Zero Touch Resolution rate.+ Designed and executed ticketing workflows resulting in a consistent 30% One Touch Resolution rate and reducing the average daily ticket queue from 260 to 45.+ Successfully introduced a Knowledge Base to facilitate knowledge transfer across ITSD, Engineering, and Security Teams within the IT Organization.+ Led a collaborative effort with sister company, Indeed, to develop cross-company ticketing processes, authentication guidelines, and application access procedures for enhanced effectiveness within ServiceNow and Zendesk.+ Implemented automation to streamline ticketing SLA notifications reducing SLA breaches+ Developed daily, weekly, and monthly reports to track team performance and identify improvement areas.+ Collaborated with IT Security and Engineering teams to ensure the security of hardware, software, and networks, and to maintain project alignment.+ Established processes and procedures to ensure compliance with SOC 2 and CIS standards.+ Effectively managed devices and accounts in multifaceted environments, including Active Directory (AD), Azure, Intune, and Jamf.+ Developed and implemented automated workflows for On-Boarding and Off-Boarding processes.+ Improved procurement strategies by leveraging inventory data, resulting in annual savings of over 250k.+ Collaborated with stakeholders across the organization to align IT initiatives with their goals. -
It Experience SpecialistIntercom Mar 2018 - Apr 2019San Francisco, California, Us+ Provide excellent and quality service to users+ Sole IT Experience Specialist in Chicago Office+ Mentored and guided Junior Specialist for success in role+ Created and implemented Automation for On-Boarding and Off-Boarding processes+ Lead IT Buildout Project of new Chicago Office+ Company wide resource for Zapier Integrations+ Created, developed and implemented Global IT Experience Knowledge Base+ Created, and implemented Global IT Experience Specialist On-Boarding and training procedures+ Conduct IT AMA's for users+ Educate users to self-remedy level 1 issues+ Create 1st level automation bots through Intercom App for no touch resolution+ Create automation bots for teams within Intercom+ Manage users in Okta+ Manage user accounts using Google Admin+ Own Audio/Video and Video Conference systems across offices. Includes Google Hangouts, Zoom and RingCentral+ Own hardware responsibilities such as TVs, projectors, speakers, microphones, cameras, etc.+ Knowledge of hosted productivity and communications applications, such as G Suite, Trello, Basecamp, and the ability to train and help employees on their use+ Knowledge of administration of Apple computers and Windows PC products. -
Technology Coordinator / Network AdminstratorChicago Public Schools Nov 2010 - Jul 2017Chicago, Il, Us+ Managed business processes associated with the procurement, implementation and on-going support of all technology+ Created and managed user accounts and groups in Active Directory+ Installed and maintained macOS Authentication /File Server and Windows Server+ Created and deployed images for Mac OSX, Windows PC’s, iOS devices and Chromebooks+ Established, preserved and troubleshot all user devices (PC, Mac, iPad, Chromebooks and Printers)+ Created, led and implemented New Technology Plan Project to acquire new hardware/software resources and update network+ Implemented and executed roll out of over 700 iPads, 160 Apple Computers, 100 Chromebooks and Windows PC Lab+ Installed and preserved Promethean Boards and Projectors+ Set up audio and visual components such as microphones, audio systems, cameras and televisions+ Tested new OS’s and software releases to locate issues before mass deployment+ Created articles, instructions and videos for teachers, staff and students on technologies used+ Guided users on installation and troubleshooting of VPN connection to CPS network+ Designed and Implemented Technology Curricula for Grades K-8th+ Created Technology Use and Guidelines for Staff and Students+ Maintained inventory for all technology+ Piloted programs for Chicago Public Schools; Airwatch MDM and Google Classroom -
Service Desk EngineerSmart Technology Services, Inc. Aug 2008 - Nov 2010Chicago, Illinois, Us+ Provided Help Desk technical support+ Part of selected individuals for Apple Macintosh Help Desk Team+ Created and managed accounts and user groups within Active Directory+ Guided users on installation and troubleshooting of VPN connection to network+ Assisted clients with setup and troubleshooting of Microsoft Office Products+ Troubleshoot and resolve hardware issues for Apple and PC Devices+ Created Knowledge Base Articles for use by staff+ Generated and resolve tickets with in-depth notation and constant follow-up for user issues within Peregrine Service Center+ Ensured compliance for devices within network according to standards -
Business Class Support RepresentativeComcast Nov 2007 - Aug 2008Philadelphia, Pa, Us+ Peer Coach for new employees to assist in training in Comcast policy, procedures and systems+ Cultivated exceptional client service along the ability to communicate technical information in basic terms+ Guided businesses in troubleshooting computer hardware and software issues for Mac and PC’s+ Clearly documented all client interaction within CSG/ACSR+ Received “Valedictorian Award” for Comcast initial training
Leonardo G. Education Details
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Flatiron SchoolWeb Development -
Firehose ProjectWeb Development
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Devry UniversityNetwork And System Administration/Administrator
Frequently Asked Questions about Leonardo G.
What company does Leonardo G. work for?
Leonardo G. works for Cribl
What is Leonardo G.'s role at the current company?
Leonardo G.'s current role is Information Technology Support Manager.
What schools did Leonardo G. attend?
Leonardo G. attended Flatiron School, Firehose Project, Devry University.
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