Yves Leite Email & Phone Number

Oceanside, Ca, Us

Oceanside, Ca, Us

Carlsbad, California, United States

Ensure products and systems are supported effectively by well-trained field support representatives in all regions. My role provides critical technical leadership and ensures that our customers hold product reliability and support functions in high regard.

Carlsbad - California

Collaborated as Engineering Technologist responsible of modification, customization, system integration, system test (electro-mechanical-pneumatic), system verification, accepting testing and deployment of Conformal Coating automated equipment, imaging inspection and industrial ovens. Main Job functions are stated bellow. • Performed installations, billable services, and warranty. • Supported clients over phone and Virtual Communication Platform.• Delivered technical support working directly with customers. • Organized product support interfacing with new product teams. • Trained customers and fellow service engineers on specific applications programing. • Organized applications engineering support by developing and implementing solutions. • Performed installation services and customized training to customers. • Troubleshooted issues remotely or on-site and stay with issue to resolution. • Responded to incoming requests for technical assistance originating via phone or email. • Entered cases in the CRM system (C4C) and manage case and solution workload.• Prepared for field visits to understand every option and feature of an order and be prepared to make customers with product in every aspect of ownership experience. • Collaborated with applications, software, electrical, factory, integration & mechanical design engineers and technicians as resources for troubleshooting and delivering solutions to customers. • Educated peers of practical application of engineering science and technology

Carlsbad, California

Provided specialist level technical support within the Nordson Corporation for both internal & external customers. • Responsible for triaging, technical support, network support, new deployments and customer service to internal and external clients and field teams worldwide. • Provided customer support in using the Microsoft Office suite (Office 365) software products like MS Excel, MS PowerPoint, MS Word, MS OneDrive, MS Teams • Administered Windows Server Active Directory, Exchange server and user provisions • Responsible for user account creations and terminations on a Windows environment. • Applied multiple applications tools to facilitate in resolution of technical support issues including hardware/software configuration problems and technical inquiries. • Led first point of contact on escalated concerns. • Responded to requests for technical assistance in person, via phone, or virtual connection. • Administered help desk software and maintained CRM database current. • Identified and escalated situations requiring urgent attention. • Prepared, documented and saved activity reports for quality case notes. • Managed to meet or exceed service level agreements when dealing with incident, change, or problem management and contribute to continuous improvement programs. • Familiarized with business systems like SAP, Service-Now, and scripting technologies such as windows PowerShell.

Greater San Diego Area

Supported leading technology service provider delivering information infrastructure, storage solutions and services that help organizations store, manage, search and protect their information.• Provided 24/7 triaging, level 1 and 2 technical support and customer service to Hitachi Data Systems clients and field teams worldwide. Utilized multiple applications tools to assist in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries. • Contributed to Technical Knowledge Base by consistently documenting technical problems error messages, troubleshooting steps and action plans. • Utilized multiple applications and technical tools to assist in troubleshooting, communication, and time management.• Attended regularly training sessions and participated effectively in team projects playing a key role in the support center development and effectiveness Participate in team projects that enhance the effectiveness of the support center.• Planned and conducted successful technical training sessions to HDS staff in Brazil by effectively explaining and interpreting technical information, as well as assisted with the implementation and deployment of the new database management system from test to production.

Responsible for all aspects of connecting, installing, servicing, and maintaining new and existing subscribers. This includes install and configure DSLAM equipment in multi-tenant office buildings, connecting subscriber CPEs (Netopia, Copper Mountain, etc.), inside wiring and configuration of subscriber’s desktops and LAN equipment, install, configure, and diagnose network interface cards, install, configure, and diagnose firewalls hardware for subscriber’s service, Provide hardware and software technical support over the phone. The job also includes delivery, installation, testing and maintaining network equipment, maintaining inventories, maintaining tools and materials as well as remote troubleshooting and configuration. Business Development and account upgrade.

Greater San Diego Area

• Responded to inbound phone calls, e-mail, or web tickets and provided proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and applications.• Maintained documentation of work history of personal computers and equipment.• Helped streamline support processes and ensured the help desk maintains a high level of customer service. Worked to meet agreed upon Service Level Agreements.• Assisted in the coordination of IT support to ensure that problems were resolved promptly and effectively by accurately escalating incidents to the correct support group.• Worked with Executive Level Staff on issues and provides after hours support for Executive Level Staff as needed.• Set up new PCs. Troubleshooting printers, passwords, e-mail, standard windows applications, internet access, and network connectivity issues.• Provided escalated technical support to Executive Level Staff that requires on-site presence (PC and printer failure), including data backup recovery. Performed complex software/hardware troubleshooting, patches, and re-installations in cooperation with other IT infrastructure groups and in accordance with established Service Level Agreements.• Maintained confidentiality with regard to information being processed, stored, or accessed.• Provided on-call support after hours based on established rotation schedules.

Handled inbound calls, troubleshoot customer issues on the areas of dial-up, DSL, Domain Name registration, website hosting and others by guiding customers through troubleshooting steps processes; educates customer on their PC equipment such as browsers, e-mail clients, password reset and miscellaneous member services options, use of rodopi software for tracking and e-commerce, Perform administration of Unix/Linux-based machines in a large multi-domain environment, troubleshoot and analyze causes of system performance problems, perform system restores and form backups as necessary, assist in policing policies usage (spam, porn, warez, eggdrop bots, etc.) and work with customers and internal organizations to find a resolution to the issues, monitor system performance, perform preventive maintenance on servers, assist in the distribution of newly developed software, features, changes, etc to production machines, perform on-call duties as required, work on-call shifts during holidays and nights.

Associate'S Degree, Information Technology

Activities and Societies: Paid internship at Kelly Staff Leasing Corporate Office - I.T. SupportComputer Applications and Networks.

Bachelor Of Science (B.S.), Computer Systems Networking And Telecommunications