Leonardo Caldas Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Austin, Texas Area

Austin, Texas Area

Austin, Texas Area

At IBM, Leonardo is responsible for providing information system solutions to internal departments and external customers and partners. He is also involved in analyzing requirements, understanding business processes and needs, and recommending solutions such as integration, implementation and development of applications to achieve the business goals. He is primarily working for IBM Content Collector L2 Team, North America, and dealing with highly skilled external IBM customers. Furthermore, he works directly with worldwide (WW) peer support groups and development organizations.Some of the highlights of this role include:• Efficiently provided high quality services and received customer satisfaction average score of 91%.• Acknowledged with Manager’s Choice Award, 2015.• Achieved self-learned proficiency with complex EMC solutions and adaptation for new market.

Austin, Texas Area

As ICS Support, Leonardo supported technical issues and queries raised by Brazilian customers. He analyzed and troubleshot complex technical problems relating to IBM’s Lotus Products (Notes / Domino, Sametime, Quicker, SmartCloud). Programming languages i.e. LotusScript, Java, javaScript, HTML and C, XML, networking, TCP / IP / UDP protocols, Single Sign On (SSO) and integration between IBM Lotus Domino and Microsoft Active Directory.He also worked in close coordination with functional and development teams and reviewed team’s work in technical design, coding, unit testing and documentations. Using his skills in Microsoft Windows to troubleshoot Domino performance and single logon issues using Windows tools (perfmon, event viewer and disk defragmenter).Some of the achievements of this role include:• Recognized as top-performance closer PMRs (cases) on Lotus center-to-close cases• Achieved customer satisfaction score of 95% average due to quality of servicesAwards: Eminence and Excellence 2011, Bravo Award 2008, Best Stunt Performance 2006 Austin – Top L2 Lotus support performance.