Hi, I’m
Leonardo Miranda
West Jordan,UT
Summary
Flexible Technical Support Engineer with 10 years of experience helping clients maintain smooth operations. Expertise in Storage and connectivity systems and multiple types of environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
13
years of professional experience
Work History
Dell EMC
Technical Support Engineer 2
10.2014 - Current
Job overview
- Less than 2% customer churn rate .
- Facilitated R$2.000.000 in expansions from current clients.
- Worked closely with sales team on making a difference for the customer decisions in terms of expansions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Delivered Tier-3 support and SME input to internal and external customers.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Performed root cause analysis of reported issues to enact corrections
- Maintained response times to support business continuity
Assurion
Tech Expert
05.2021 - 12.2022
Job overview
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Visited customers houses in order to sell protection plans for their electronics
- Top Sales Rep in Salt lake City consecutively for 8 months
Dell EMC
Upgrade Engineer
04.2012 - 10.2014
Job overview
- Performed preventative maintenance to keep tools and equipment functional.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Prepared action plans for problematic processes and assets.
- Developed work plans for various personnel roles based on strengths and talents.
Boostability
SEO Specialist
01.2012 - 12.2013
Job overview
- Analyzed SEO outreach goals and presented findings to marketing director.
- Performed ongoing keyword discovery, expansion and optimization to increase organic search footprint and drive relevant site traffic.
- Recommended changes to website architecture, content and linking to improve SEO positions for target keywords.
- Collaborated with team to investigate critical SEO-related issues and provided impactful solutions.
Education
Brigham Young University - Idaho, Rexburg, ID
BBA from Communications
04.2013
Skills
- Storage
- Customer Service
- Performance Optimization
- Root Cause Analysis
- Windows Servers
- Customer Relationship Management
- Storage Array Management
- Issue Reproduction
- Data Analysis
- Technical Expertise
- Remote Diagnostics
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Tech Expert
Assurion
05.2021 - 12.2022
Technical Support Engineer 2
Dell EMC
10.2014 - Current
Upgrade Engineer
Dell EMC
04.2012 - 10.2014
SEO Specialist
Boostability
01.2012 - 12.2013
Brigham Young University - Idaho
BBA from Communications
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