Leovigildo P. Email & Phone Number

Orlando, Florida Area

Orlando, Florida

Maitland, Florida

As an Enterprise Technical Support agent, I served as a single point of contact for enterprise clients who subscribe to a wide range of data, voice, and managed services including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Networks, Managed Security and Managed WiFi services and Enterprise TV services. I manage all client communications and internal escalations and proactively drive issues to resolution in order to meet stated service-level objectives. ● Actively and consistently support all efforts to simplify and enhance the Enterprise client experience.● Responsible for providing inbound and outbound technical support to Enterprise clients on supported network technologies including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Services, Enterprise TV, and Complex Coax services.● Respond to incoming customer issues that are reported via phone, trouble ticket, email, and client portals in a manner that meets high quality, productivity, and other performance standards.● Handle client escalations, providing clients with timely updates and analyzing the root cause of escalations to drive process improvement.● Document complex technical issues via Remedy and other ticketing systems in a clear and concise manner and initiate fix actions to resolve the issue or coordinate with internal and external fix agencies stakeholders.● Provide clients with timely updates on service-impacting events through resolution● Understand how to navigate, understand and perform changes on equipment including but not limited to, Cisco switches & routers, Juniper switches and router, Sumitomo, Adtran, Ruckus, Arris, Motorola and more.

Greater New York City Area

• Worked closely with Tier 1 support engineers and other Jr/Sr Engineers to troubleshoot and resolve complex issues in Windows and Linux environments. • Wrote Python, Bash, and Puppet changes for firewall and small feature requests, into GIT repository.• Performed QA Testing to code changes submitted into GIT repository,• Committed QA approved code changes into master GIT repositories for multiple site implementation. • Adhered to company SLA targets while resolving client issues types ranging from peripheral to network related.• Troubleshoot hardware, software and network problems impacting customers.• Scheduled hardware builds and large scale client deployments in collaboration with clients and third parties.• Monitored JIRA ticket system, as well generated metric reports.• Acting manager of a team of 6.• Interviewed and trained new hires into support engineering Tier 1.• Created and maintained the company’s first training documentation for the Help Desk department.

Greater New York City Area

• Worked closely with Tier 1 support engineers and other Jr/Sr Engineers to troubleshoot and resolve complex issues in Windows and Linux environments. • Adhered to company SLA targets while resolving client issues types ranging from peripheral to network related.• Troubleshoot hardware, software and network problems impacting customers.• Scheduled hardware builds and large scale client deployments in collaboration with clients and third parties.• Monitored JIRA ticket system, as well generated metric reports.• Acting manager of a team of 6.• Interviewed and trained new hires into support engineering Tier 1.• Created and maintained the company’s first training documentation for the Help Desk department.• Packed, Shipping and Handling for multiple units.• Recieved faulty units and performed RMA testing.• Responsible for lab room maintenance.• Produced monthly deployment and inventory report count.

Greater New York City Area

• Worked closely with Tier 1 support engineers and other Jr/Sr Engineers to troubleshoot and resolve issues in Windows and Linux environments. • Adhered to company SLA targets while resolving client issues types ranging from peripheral to network related.• Troubleshoot hardware, software and network problems impacting customers.• Prepare multiple units with cloned software and run puppet commands until proper software installation.• Packed, Shipping and Handling for multiple units.• Recieved faulty units and performed RMA testing.• Responsible for lab room maintenance.• Produced monthly deployment and inventory report count.• Acting manager of a team of 6.• Travel to client sites to help with new installs and deployment of redbox technology.• Created and maintained the company’s first training documentation for the Help Desk department.

Greater New York City Area

• Provided On – Call Desktop Support for Windows and MAC environments.• Built a small network with security, VPN and remote connections to main server and requested workstations/• Ran network cabling in company’s new warehouse facility.• Monitored network security and stability

New York, New York

After exposing my talent in the Network Operating Center, I was asked to try out a position as a sales administrator manager, working directly under the CFO and CEO.· Processed potential quote requests for new service and/or upgraded service(s).· Processed and organized submitted orders for all company sales reps and wholesale agents.

New York, New York

Network Operation Center Specialist in a team of 10 technicians. · Monitored, tested and supported businesses with Ethernet over copper, Ethernet over fiber and T1 circuits.· Provided Layer 3-4 support for 4 and 5 star hotels in New York.· Provided Layer 2-4 support for business with services listed above via remote connections to their Layer 2 devices (Cisco, ect)· Created documentation for customer and in house personnel to train with learning programs.

Pennsauken, Nj

• Monitored, tested and supported clients with DSL, ATM/Frame, DS1, DS3, PRI, VPS, Fast Ethernet and Fiber optic circuits.• Provided phone and remote internet support to more than 5,000 businesses.• Worked on Lucent 5e and Telica switches to make changes to POTS, DID, MLHG and ANI numbers.• Maintained company core servers, switches, routers and circuits. • Organized and documented change management meetings, produced technical training documentation. Technical writer• Created daily reports of open/closed tickets for managerial review. Change

Pennsauken, Nj

• Monitored, tested and supported clients with DSL, ATM/Frame, DS1, DS3, PRI, VPS, Fast Ethernet and Fiber optic circuits.• Provided phone and remote internet support to more than 5,000 businesses.• Created daily reports of open/closed tickets for managerial review. Change

Marlton, Nj

• Provided remote and desktop support to 150 users on-site and remote support to 500+ users offsite throughout the nation affiliated with Popular Financial Holdings.• Used Active Directory to perform password resets for user access to network, check for user ID’s, check/clear locked or disabled accounts, and force password changes upon users’ logins.• Kept track of servers using IP Monitor server list and performed critical tasks upon circuit outages, and WAN connectivity issues. • Used Hyena and Registry Edit, to look up computers on network and cleared system security logs.• Used Citrix admin tools to end user sessions, update client server, and solve connectivity issues.

Greater New York City Area

• Provided remote help desk support to more than 500 radio stations nationwide using WebEx software.• Created software packages which included company program and data files using InstallShield Express.• Maintained and watched mail servers so client mass emails were delivered without errors.• Planned, designed, researched, wrote, and edited a range of documents, including support manuals and end-user training materials.• Cleaned, modified, and updated users’ data files using FoxPro and SQL server.

Brooklyn, Ny | Stamford, Ct

• Provided 100% Desktop support.• Provided hardware/ software support to more than 2,000 users on the trading floor of UBS Warburg • Installed and uninstalled peripherals for IBM ThinkPad Users in UBS Warburg buildings.• Troubleshot printers installed toners and PC kits, fixed paper jams, and carried out printer maintenance.

Certificate Of Completion, Principals Of Game Design, Tbd

Took this course as an interest into game development with Unity software, and some C# basic scripting.

Associate'S Degree, Computer Systems Networking And Telecommunications

Activities and Societies: Lab work assistant

Education record

Education record

Activities and Societies: La Sociedad Latina, Chess Club, Photography Club, Stage Crew, Yearbook club, Alumni Committee, Art Club, Big.