Leonard Johnson
Las Vegas,NV
Summary
Currently seeking a career that allows me to utilize my interpersonal skills, problem solving experience and self directed nature to flourish in my endeavors. Among many skills including management, an eye for detail and hands on experience, would benefit and increase success for both parties.
Overview
16
16
years of professional experience
Work History
Project Manager
SALTO Systems US
Las Vegas, Nevada
07.2021 - Current
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Employed Salesforce, Citrix, and Service Channel along with other ticket support systems.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Managed customer system updates, informing clients of installation progress stages.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Input customer service orders and tracked orders through to completion.
- Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Assessed, monitored and reported on work progression.
- Updated and distributed weekly project schedules and milestones.
- Prioritized needs and delegated assignments to handle multiple projects simultaneously.
- Collaborated with cross-functional teams to draft project schedules and plans.
- Oversaw adherence to project timelines and budget constraints.
- Set project goals and schedule with owners and team members.
- Produced status reports for customers and senior management.
- Managed work streams for both routine and special projects simultaneously.
- Prepared presentations for customers and staff members detailing project scope, progress and results.
- Liaised with project managers to evaluate project scope and define milestones and deadlines.
- Discussed proposals with vendors, contractors and facility review boards.
- Cultivated lasting partnerships with stakeholders and created innovative strategies and functions to promote products and offerings.
- Documented labor hours and budget expenses for projects.
- Eliminated downtime by troubleshooting installation issues through timely completion.
- Allocated resources and materials to respective departments to accommodate needs.
- Built solid relationships with subcontractors to optimize cost savings and complete jobs within set deadlines.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Modified project plans when needed to better align with organizational objectives.
- Led subcontractor meetings to convey project requirements, scope, milestones and regulatory compliance.
- Utilized schematics, drawings and specifications to complete schedules and budgets for each project phase.
- Managed entire project life cycle from initial concept through final delivery.
- Managed building and system start-up to achieve project goals, specifications and contract requirements.
- Established project budgets and tracked expenditures.
- Utilized forward-thinking approach for uncovering and solving stakeholder concerns and project issues.
- Brought projects in on-time and in accordance with budget and quality standards.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Spearheaded project meetings with team members to discuss ongoing, planned and recently completed projects.
- Provided team members with motivation and coaching.
- Kept meticulous records detailing cost, quantity information and engineering issues.
- Compared installations against drawings and project specifications for compliance purposes.
- Coordinated with project installation group to warrant appropriate technical support during project execution.
- Coordinated and reviewed third-party vendor activities, verifying compliance with project parameters and applicable standards.
- Provided technical support to engineers and customers.
- Provided onsite training and addressed issues quickly to drive projects towards completion.
- Developed, coordinated and monitored production tasks.
- Focused on project monitoring and management by developing forecasts and tracking expenses.
- Generated and tracked change orders and other contractual modifications affecting budget and schedule.
- Drafted project construction schedule and updated as job progressed.
- Led meetings with internal team members, consultants and contractors.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Prepared cost estimates for projects of varying sizes.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
Field Service Technician
CBE
Las Vegas, NV
06.2020 - 07.2021
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Operated hand tools and power equipment according to corporate safety procedures.
- Minimized customer callbacks and equipment failure by reviewing job upon completion.
- Observed field safety protocols to prevent injuries and accidents.
- Communicated with vendors, upper management and peers.
- Mentored and trained new employees on processes, flow and safety procedures.
- Trained customers on equipment after installation.
- Performed annual and preventive system service maintenance.
- Diagnosed and repaired mechanical issues according to industry standards.
- Handled telephone support calls to determine issues and provide solutions.
- Explained and demonstrated equipment operations to customer.
- Drove and maintained company vehicle, keeping in peak condition.
- Performed on-site installation, routine maintenance and minor repairs to systems.
- Wrote detailed service reports describing work completed, issues and recommendations.
- Reviewed blueprints and manuals to repair and restore optimal functionality.
- Maintained equipment performance by cleaning and lubricating components.
- Collaborated with team members to assess equipment performance needs.
- Explained and recommended service options to customers and detailed costs.
Network Technician
Vision Technologies (CCSD)
Las Vegas, NV
03.2019 - 06.2020
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Improved vendor network troubleshooting by coding system throughout company using different colors for each purpose.
- Collaborated with Network Engineers to support and maintain network components, monitor system traffic and manage connectivity services.
- Configured all hardware devices and software settings to optimize network performance.
- Installed wiring, cabling and devices to establish, repair and improve network operations.
- Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
- Improved operations by working with team members and customers to find workable solutions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Repaired and replaced Wifi equipment to support continual service.
- Installed outlets, drops, converters, modems and digital terminals.
- Performed troubleshooting by inspecting equipment and measuring signals to identify issues.
- Laid out cabling plans and ran through buildings to desired locations.
- Installed, set up and repaired devices and system components.
- Anticipated and analyzed common connectivity workflow problems.
Installation and Service Technician
Directv/AT&T
Las Vegas, NV
10.2011 - 10.2016
- Determined the best location for customer's satellites.
- Determined best place for line(s) to be ran with aesthetics in mind.
- Calibrated and monitored devices following installation.
- Programmed and troubleshot devices following installation.
- Resolved an average of 5 to 6 technical jobs each day.
- Ran cables and connected receivers.
- Offered repair or service options to help customers make decisions.
- Tracked all changes and actions in computer-based documentation system.
- Maintained up-to-date knowledge of latest research and trends through extended education and professional development courses.
- Assessed and identified issues and quickly resolved to restore functionality.
- Adhered to company and OSHA-defined protocols to promote workplace safety.
- Installed new systems and components according to service orders and manufacturer instructions.
- Tested components, assemblies and systems to diagnose problems.
- Monitored installations to maintain compliance with local codes and industry best practices.
- Completed daily appointment schedule to drive quality and timely service.
- Troubleshot malfunctions and diagnosed issues to get equipment back into service quickly and fully.
- Followed safety guidelines for using tools, equipment and heavy machinery to avoid accidents and injury.
- Installed complete systems at new residential and business construction sites.
- Inventoried required material, tools and equipment to record product on-hand or to be ordered.
- Read and comprehended technical documentation, checked measurements and reviewed site conditions to facilitate installation.
- Applied knowledge of carpentry and general construction to complete attractive finish work.
Satellite Technician
Installation and Service Techncian Linkus Enterprises
Las Vegas, NV
03.2009 - 10.2011
- Dish Network) 2821 E Alexander Rd Determined the best location for customer's satellites.
- Calibrated and monitored devices following installation.
- Determined the best place for lines(s) to be ran with aesthetics in mind.
- Programmed and troubleshot devices following installation.
- Met 100% of deadlines and quotas for installations and repairs.
- Resolved an average of 7 to 9 technical inquiries each day.
- Ran cables and connected receivers.
- Located and retrieved customer records and maintained customer's confidentiality.
- Managed a fast-paced daily workload of appointments at residential and business locations.
- Upsold customers by suggesting additional services and products, including more rooms or extra channels.
- Installed in-home devices, programmed settings and trained customers on basic use.
- Performed advanced troubleshooting and diagnostic procedures to find root causes and devise corrections.
- Dug trenches with shovel or mast through gravel, rocks and tree roots to lay cable.
- Documented inventory in company vehicle every week for recordkeeping.
- Manually installed and replaced system components while on ladders or hands and knees in tight areas, attics, roofs and crawl spaces.
- Gained customer approval of installation specifics, including dish location, before beginning work.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Answered normal and after-hours service calls.
- Read and interpreted technical documentation in order to accurately configure equipment.
- Continuously applied quality-improvement methodologies to improve work processes.
- Installed, set up and repaired devices and system components.
- Laid out cabling plans and ran through buildings to desired locations.
Education
GED -
2001
Skills
- Active listening skills
- Skilled problem solver
- Personable
- Motivated team player
- Excellent attention to detail
- Working independently
- Managing tight deadlines
- Persuasive communication style
- Exemplifies integrity
- De-escalation techniques
- Exceptional interpersonal communication
- Excellent time management skills
- Telecommunications Specialist
- Decision-making ability
- Analytical
- Troubleshooting
- Work ethic
- Client relationships
- People skills
- Team coordination
- Organizational skills
- Friendly, positive attitude
- Schedule oversight
References
Frank Rumbaoa702-885-8159frankmrumbaoa@gmail.com Myles Peterson702-203-0959Mylespeterson75@gmail.com Enrique Perez702-376-3948eperez1@cox.net
Timeline
Project Manager
SALTO Systems US
07.2021 - Current
Field Service Technician
CBE
06.2020 - 07.2021
Network Technician
Vision Technologies (CCSD)
03.2019 - 06.2020
Installation and Service Technician
Directv/AT&T
10.2011 - 10.2016
Satellite Technician
Installation and Service Techncian Linkus Enterprises
03.2009 - 10.2011