Leonid Tsoi Email & Phone Number

Reston, Virginia, United States

Accomplished Senior Principal Support Engineer with a strong commitment to optimizing and documenting internal processes across multifunctional teams, including Engineering, Product Management, Support Management, Site Reliability Engineering, and various other departments. An essential liaison between support and engineering, providing invaluable technical insights based on real-world customer product use, thereby preventing potential issues and enhancing product development.Expert in data analysis and feedback mechanisms, with a focus on outage case review, engineering-related cases, volume driver analysis, and defect backlog assessment. Facilitates data-driven decision-making processes and continuous improvement strategies. Strong believer in proactive support approach. Offers comprehensive training to the support team, ensuring proficiency and development.Dedicated to resolving cases and ensuring no Support Engineer encounters roadblocks during daily stand-up meetings. Adept at identifying technical challenges and proposing innovative solutions that not only benefit customers but also contribute to cost-saving initiatives for the company. Passionate about leveraging technical expertise to drive superior customer satisfaction and operational efficiency.

Reston, Virginia, United States

Provide technical expertise and process guidance to support team members. Using collaborative approach in working with cross-functional teams, including Engineering and Product Management, to enhance customer experience through product improvement initiatives. Conduct outage review and root cause analysis, review of escalated and high complexity issues, offering valuable feedback for continuous improvement. A strong advocate for knowledge sharing and training, contributing to increased team efficiency and effectiveness. Passionate about delivering exceptional support services and driving positive customer outcomes.

Reston, Virginia, United States

Instrumental in successfully transitioning the internal ticketing system to Salesforce Service Cloud, leading to significant process improvements and automation, resulting in increased support team efficiency. Proficient in working with third-party vendors and internal resources to meticulously plan and execute the transition to Service Cloud. That included training internal resources before a Go Live date. Skilled in managing teams of up to 20 individuals and adept at handling customer escalations. Adept at streamlining cross-team collaboration and processes between Support and Customer Success, Site Reliability, Engineering, Product Management, Sales, and Customer Operations to ensure seamless operations and optimal customer outcomes. My goal is to drive operational excellence and enhance customer experience. A results-oriented leader committed to delivering top-tier support and driving continuous improvement.

Reston, Virginia, United States

Leading and supporting a team of up to 10 professionals. Served as the point of escalation, ensuring the team's success by offering technical guidance and case reviews to prevent support engineers from getting stuck on challenging issues.Collaborated closely with engineering to document and enhance the engineering escalation process, contributing to smoother operations and issue resolution. Expert in handling critical and highly complex issues, customer escalations, and outage cases with a relentless commitment to customer satisfaction.Instrumental in providing critical feedback to management regarding technical issues, contributing to informed decision-making. Offered valuable input to engineering and reviewed defect backlog, aiding the product management team in prioritizing fixes for optimal product performance. A results-driven leader dedicated to achieving outstanding support services and continuous improvement.

Reston, Virginia, United States

Results-oriented Technical Support Engineer with a rapid grasp of product knowledge and a strong commitment to excellence. A top performer in resolving technical issues, consistently recognized with awards such as Employee of the Quarter and Employee of the Year. Adept at creating knowledgebase articles to enhance support resources and streamline issue resolution.Reliable and dedicated team player who actively participated in the on-call rotation to handle critical business-impacting cases and outages, ensuring minimal disruption to operations and exceptional customer support. Committed to delivering superior service and continuously seeking ways to improve customer experiences.

Herndon, Va; Washington Dc

Planned and executed projects. Proficient in defining project timeframes, mitigating potential risks, and ensuring the efficient allocation of resources. Skilled in the development of new services, including data processing, data storage, data access, and automation, to expand offerings to customers.Adept at providing valuable feedback to optimize budgeting and resource allocation for enhanced project efficiency. Experienced in leading and managing teams of up to 20 professionals per project, ensuring effective coordination and timely project delivery. Committed to delivering high-quality services that meet customer expectations and contribute to the company's success.

Herndon, Va; Washington Dc

Dedicated IT Specialist with a focus on data digitization and processing to enhance customer accessibility to the data. Proven experience in diverse projects, spanning medical, government, and other sectors, with a specialization in document conversion. Proficient in testing and configuring various tools and applications, while managing and maintaining servers and essential hardware for project success.A forward-thinking professional who introduced the strategic use of virtualization and parallel processing to maximize available resources, resulting in highly efficient project execution. Committed to streamlining data-related processes and providing user-friendly access solutions that drive productivity and meet customer needs.

Strategical planning and managing IT infrastructure deployment and upgrades. Proficient in budgeting and adept at collaborating with the organization to secure necessary funds and resources for the business school's technology initiatives.Played a pivotal role in planning and managing the relocation of the company, a task undertaken three times. Demonstrated ability to research and procure innovative solutions, such as a library management system, to enhance operational efficiency and deliver lasting value. A dedicated professional committed to aligning technology with the organization's goals, ensuring optimal functionality, and facilitating a conducive environment for learning and growth.

Successfully introduced Microsoft Active Directory to bolster user management and network segregation, ensuring a more secure and organized computing environment.Proven track record in infrastructure improvement, including the upgrade of the local area network. This initiative involved overseeing the purchase of necessary equipment and ensuring seamless implementation, resulting in improved network speed and efficiency. Dedicated to implementing solutions that optimize IT infrastructure and enhance system reliability.

Experienced Engineer with a strong background in managing and optimizing industrial equipment. Proficiently oversaw the monitoring system for industrial equipment, ensuring their consistent performance and reliability. Demonstrated the ability to learn equipment configuration and maintenance from manuals, and provided valuable training to fellow engineers to enhance their technical skills.Recognized a need for building a local area network that seamlessly connected various departments and equipment, resulting in enhanced operational efficiency and cost reduction. Committed to resolving technical issues promptly and effectively, contributing to the smooth operation of industrial processes. A dedicated professional focused on utilizing technical expertise to drive improvements in industrial settings.

Diligent Operator with expertise in maintaining and managing monitoring systems for industrial equipment and refrigerated storage facilities. Proficient in handling and resolving technical issues related to automated food processing lines, ensuring seamless and uninterrupted operations.Skilled in configuring compressors and food processing equipment for optimal performance and efficiency. Committed to the smooth functioning of equipment and systems, contributing to the overall productivity and reliability of industrial operations.

Master Of Science (M.Sc.), Computer Science

Master Of Science, Computer Science

Activities and Societies: Cyberspace laboratory