Leonardo Hernandez Marmol

• Assisted in troubleshooting network connectivity problems, ensuring minimal service disruption for business customers.
• Documented support interactions and solutions in ticketing system for future reference and analysis.
• Managed and tracking ticket Escalations until resolution and assuring customer satisfaction.
• Collaborated with cross-functional teams to enhance customer experience through process improvements.

• Resolved customer inquiries through multiple communication channels, ensuring prompt and effective support.
• Documented technical issues and solutions in knowledge base to enhance team resources.
• Maintained accurate records of customer interactions in CRM system for future reference.
• Trained new team members on support protocols and best practices to ensure service consistency.

• Installation and remote support of networked printers and MFPs (Samsung - Kyocera)

• Carry out a plan to test the alpha version of the new bilingual corporate software Dial-Office IP-PBX, including Astra, Polycom and Grandstream IP phone configuration.
• Identify bugs with the test plane of the previous version of Dial-Office IP-PBX software.
• Create reports that compiles and details errors found during the test.
• Provide feedback to improve products.

• Coordinate preventive and corrective maintenance of the company's telephony networks.
• Manage of maintenance contracts and building of telephony networks contracts.
• Coordinate the maintenance personnel and the internet services personnel.
• Develop new strategies to reduce the response time to customers during a telephone line failure.

Accomplishement: Implemented a process to install telephone lines using recycled jumper wire, with accuracy and efficiency. The process it generates savings of $35,000 and is still in place today.

• Supervise corrective and preventive maintenance teams for the company's outside plant.
• Check contracts for maintenance and network construction.
• Manage and control inventories.