Leon Madrigal Email & Phone Number

San Antonio, Texas

Provides technical support to the Medical Education Training campus on Fort Sam Houston and Camp Bullis. Manages, maintains, troubleshoots, installs and repairs all hardware and software requirements across 22 buildings for 48 medical programs, and 16,500 graduates a year.

San Antonio, Texas, United States

Manage IT Help Desk operations. Maintain Call center operations. Leads team of six (civilian and contractor). Managed IT support for 22 Buildings 3,000 staff members and 22,000 military medical trainees participating in 52 medical occupational programs annually. Managed team of 6 Tier I Technical Support Specialists for 85k Medical Personnel located throughout the World. Managed 16K Active directory user accounts. Coordinated with Army Cyber to add, remove, update, and disable accounts. Expertly navigate multiple ticketing system as well submitting telephone troubles and work orders for campus customers. Ensured first contact resolution for 90% of calls and maintained compliance within established Service level agreements.  Provides prompt and courteous customer service to all users throughout the Army medical community. Creates, routes and closes incident tickets and service requests by fixing issue or sending to appropriate specialist/office. Troubleshoots and diagnoses workstation issues via remote access tools to provide first call resolution to end users.

Managed IT warehouse operations for DHA-J7 ITMB including maintaining all IT/AV assets for The Medical Education Training Command spanning 28 buildings across 2 Bases. Managed storage, distribution, and warranty repair of assets to support several multimillion dollar projects. Managed logistics operations and accountability of 14K IT assets for medical training Campus across 26 buildings. Managed the processing and turn-in of over 200K pieces of IT equipment and 50K lbs of scrap materials including HazMat. Oversaw IT warranty repairs ensuring return to service of over 2K items and managed several vendor warranty accounts. Organized/maintained 10K Ft IT warehouse, Planned in detail the initial setup and ensured accountability of $35M Assets.

San Antonio, Texas Area

 Managed Tier 2 Desktop support operations managed 23 technicians responsible for 14K incident closures annually. Provides deskside support and remote assistance for 2K staff 8K students responsible for imaging/deploying 4K laptops. Identifies monitors and reports trends and equipment downtimes Reports to leadership and attends weekly meetings.  Install and manage hardware and software on all local systems as well as updating drivers and firmware. Troubleshoots hardware and software problems to include updating Operating systems – Win 10.  Assigned ITIL Service Catalog and Service Portfolio manager- Setup 23 SharePoint pages to provide a customer facing portal to easily access the services that the Information Technology Management Branch provides customers.

San Antonio, Texas, United States

 Maintains 3K landline telephone account inventory, 115 wireless devices and 100 Military Land Mobile Radio Accounts. Activates, diagnoses and troubleshoots all voice systems, implements spectrum analysis and bldg. and wiring diagrams. Planned major telephone system installations, coordinated with customers requirement and submitted work orders. Planned major telephone systems projects proficient with Visio, PowerPoint, Excel, and SharePoint Administration. Planned projects for several building moves planned installation of over 800 analog and digital phones setting up campus.  Authored Telephone operating instructions and published multiple customer facing SharePoint Sites and pages.

Kabul Province, Afghanistan

 Taught SharePoint and Document Handling System (DHS) principles and best practices to 1500 multi-national users.  Worked on NATO Secret/SIPR/NIPR/Unclassified Telephone and computer systems in a multinational and Joint Base environment.  Setup and maintained Classified/Unclassified VOIP phone systems, computer software, hardware, and infrastructure.