Leo Jerez
New York,NY
Summary
Dynamic professional with a combination of strong technical and communication skills. Patient, empathetic, reliabile. Skilled in technical support and customer service, excelling in collaborative environments. Committed to excellence, adaptability and improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support | Media Services Technician
NYU - New York University
NY
08.2023 - Current
- Provided technical media support services to the NYU community (On-site & Remotely)
- Operate media equipment during special events.
- Troubleshoot, Repair, Installation & Event support.
- Diagnosed and resolved issues with AV/Media systems.
- Developed deep understanding of customer needs, priorities and pain points to deliver proficient service to clients.
- Communicate and troubleshoot technical issues for campus clients (Mac OS, Windows, Zoom, Microsoft, Microsoft Teams, Outlook, Excel, Webex)
Production Technical Assistant
New York Film Academy
NY
05.2020 - 08.2023
- Delivered technical support to faculty in person and remotely, resolving issues with software and classroom AV setup.
- Set up and maintained film and broadcast production equipment, including cameras, lighting, audio and video.
- Assisted students and faculty with troubleshooting technical editing software (Adobe Premiere, Avid, Pro Tools, etc.)
- Provided on-set technical support during student film shoots, ensuring proper camera operation, audio capture, lighting.
Support Specialist & Audio Visual Tech
Total Safety Consulting, LLC
NY
12.2021 - 01.2023
- Handled customer requests remotely
- Proactively addressed client complaints and resolved them
- Troubleshoot tech/ maintained organized workspace
- Providing exceptional customer service through phone, E-Mail & Ticketing Systems (Mac OS, Windows, Zoom, Microsoft, Microsoft Teams, Outlook, Excel, Webex)
Sales Associate
T-Mobile
NY
06.2018 - 11.2021
- De-escalated high-stress customer interactions through empathy, validation, and solution-focused communication.
- Provide accurate product information and recommendations.
- Delivered exceptional customer service, fostering long-term relationships and enhancing customer loyalty. (iOS / Android)
Education
Associates of Science - Video Arts & Technology
CUNY Borough of Manhattan Community College
New York, NY05.2021
High School - Media & Communications
Hillcrest High School
06.2018
Skills
- Communication
- Tier 1 / Tier 2 Tech Support
- Customer Service
- Video Production
- Audio Production
- MacOS Proficiency
- Windows 10/11
- Audio Editing
- Communication
- (Slack, Teams/Zoom/ Webex)
- Problem Solving
- Information Technology
- Organization Skills
- Computer Skills
- Ticketing Systems (Zendesk, Jira, ServiceNow)
- Microsoft 365 / Outlook
- Editing (CapCut, I Movie, Adobe Premiere)
- Excel / Google Sheets
- Remote Capable
- Emotional intelligence (EQ)
- De-escalation frameworks
- Conflict resolution
- Calm under pressure
- Professional phone etiquette
- Multitasking in high-volume environments
- Adaptability to new systems
Certification
- Zendesk Customer Service Professional Certificate
- MacOS for IT Administrators
- MacOS Ventura Training
- MacOS Big Sur Training
- CompTIA A+ Certification
- IT Service Desk Certifications
- Google IT Support Professional Certificate
- How to Boost Your Productivity with AI Tools
- IT Service Desk: Customer Service Fundamentals
- Apple Certified Support Professional macOS 11 Cert Prep
Languages
English – Native or Bilingual
Native or Bilingual
Spanish – Professional Working
Professional Working
Timeline
IT Support | Media Services Technician
NYU - New York University
08.2023 - Current
Support Specialist & Audio Visual Tech
Total Safety Consulting, LLC
12.2021 - 01.2023
Production Technical Assistant
New York Film Academy
05.2020 - 08.2023
Sales Associate
T-Mobile
06.2018 - 11.2021
High School - Media & Communications
Hillcrest High School
Associates of Science - Video Arts & Technology
CUNY Borough of Manhattan Community College