Leonel Zamora
Summary
IT Support with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
5
5
years of professional experience
Work History
IT Marketing Engineer II
Caesars Entertainment
06.2022 - Current
- IT technician that demonstrates understanding of production operating systems, transaction process systems, relational database architecture, wide and local area networks, communications protocols, real time systems, missions-critical gaming systems, IT industry standards, as well as various types of computer terminal equipment.
- Plan and coordinates all hardware installations, changes and updates with vendors and users
- Work with Management and Enterprise IT to resolve complex business, computer systems, and data communication problems
- Install, upgrade, configure, and maintain all network switches, gaming hardware, and any other network products
- 24/7 on call rotation support for critical issues in house or all Caesars properties
Enterprise Support Technician
Facebook
08.2020 - 05.2022
- Remote support technician for Facebook employees worldwide providing support via email, phone and remote access sessions. Involved troubleshooting of Windows, MacOS, Android, and iOS systems along with MS Office, Adobe, Citrix, Adobe Creative Cloud and many other internal tools.
- Assess and troubleshoot hardware, software and operating system issues in a timely manner ensuring clear and effective communication throughout the cycle of support
- Work with a variety of customers in a diverse tech environment from (e.g. n00bs, developers, Directors, etc.) to provide high level customer service remotely
- Work in multiple work channels (remote support, a-synchronous, etc.) to maintain technical support expectations with an average daily 1-hour response time to resolve issues and communicate with customers
Education
YearUp
01.2021
Skills
- Software: Microsoft Office, PowerShell, Terminal, Remote Software (eg, Go To Assist), VPN (Cisco AnyConnect, Global Protect), SRT, VMware, Citrix Workspace, SaaS/Cloud Applications (Dropbox, G-Suite, etc) CMS, SDS, Castnet, Caesars now, Okta
- Operating Systems: MacOS, Windows 7,10, 11, Linux
- Mobile Operating Systems: IOS, Android
- Audio/Video: Zoom, Rooms, Blue Jeans, Teams
Timeline
IT Marketing Engineer II
Caesars Entertainment
06.2022 - Current
Enterprise Support Technician
Facebook
08.2020 - 05.2022
YearUp
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