Leonardo Almeida De Oliveira
North Las Vegas
Summary
Dedicated Network Support Specialist with 3 years of hands-on experience in troubleshooting network systems, diagnosing device issues, and delivering top-tier customer support. Proficient in installation and maintenance of Cat5, Cat6, and Cat8 cables, as well as low-voltage networking systems. Adept at resolving complex technical problems quickly, ensuring minimal downtime and optimal system performance.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Cox Communications
01.2023 - Current
- Assisted customers with device setup, troubleshooting, and repair.
- Guided clients through resolving hardware and software issues remotely.
- Maintained high customer satisfaction scores by delivering clear, patient, and effective support.
- Logged technical issues and escalated complex problems to higher-level engineers.
- Resolved technical issues through troubleshooting and problem-solving techniques.
- Assisted customers in navigating software applications to enhance user experience.
- Documented support processes to improve team knowledge sharing and efficiency.
- Provided training sessions for new representatives on system tools and procedures.
- Analyzed customer feedback to identify trends and recommend improvements.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Network Support Technician
Cox Communications
01.2023 - Current
- Diagnose and resolve network connectivity issues for residential and business clients.
- Install, terminate, and test Cat5, Cat6, and Cat8 cabling to industry standards.
- Provide phone, email, and on-site technical support to customers.
- Configure and maintain routers, switches, and other networking equipment.
- Document troubleshooting steps and solutions for future reference.
- Collaborate with other technicians to improve network efficiency and reliability.
Education
Associate of Science - Engineering
CSN
Las Vegas, NV11-2023
Skills
- Network Troubleshooting & Diagnostics
- Device Setup, Repair & Maintenance
- Low Voltage Network Systems
- Cat5 / Cat6 / Cat8 Cabling & Termination
- Customer Support & Technical Assistance
- Router, Switch, and Modem Configuration
- Network Performance Optimization
- Hardware & Software Problem Solving
Certification
- CompTIA Network+
- Low Voltage Technician Certification
- [Any other relevant certification]
Additional Information
- Strong ability to work under pressure and manage multiple tickets simultaneously.
- Excellent communication and teamwork skills.
- Comfortable with both fieldwork and remote troubleshooting.
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Limited Working
Timeline
Technical Support Representative
Cox Communications
01.2023 - Current
Network Support Technician
Cox Communications
01.2023 - Current
Associate of Science - Engineering
CSN
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