Leonardo Wasow Di Chiro

Team Leader

• Held team meetings to discuss project goals, objectives and budgets with fellow team members.
• Kept project teams on-task with proactive control of budgets, schedules and scopes.

Group Leader for Endpoint Detection and Response project

• Designed, implemented and maintained security systems and controls.
• Educated individuals on complex computer terms using easy-to-understand wording.
• Provided team members with motivation and coaching.

• Assisted customers with implementing new computers via email, live chat and telephone.
• Troubleshot hardware issues and worked with service technicians to facilitate repairs for end users.
• Maintained records, logs and lifecycle documentation of work requests.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
• Tackled troubleshooting and problem resolution to support end-user technical issues.
• Removed and replaced old hardware during routine upgrades and system repairs.
• Used remote login tools to assist clients with technical and product questions.