Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Allan González Leiton

San José

Summary

I am a reliable and adaptable IT support professional with a growing foundation in networking . With hands-on experience in troubleshooting hardware, software, and connectivity issues, I thrive in fast-paced environments where attention to detail and clear communication are essential. I am eager to contribute to an innovative tech team where I can continue developing my skills and supporting high-impact solutions.

Overview

3
3
years of professional experience

Work History

Client Support Associate - Tier 3 (Simplisafe)

Foundever
03.2025 - Current
  • Promoted to Tier 3 support, specializing in advanced diagnostics for security camera systems and network connectivity.
  • Conducted remote analysis of camera performance, monitoring Mbps throughput, signal strength, and connection reliability.
  • Utilized diagnostic tools to evaluate video stream quality, firmware status, and device responsiveness.
  • Resolved complex connectivity problems through in-depth analysis of router settings, bandwidth usage, .


Client Support Associate - Tier 1 (Simplisafe)

Foundever
11.2024 - 05.2025
  • Delivered first-line technical support for smart home security systems across North America.
  • Handled 40-60 daily support cases, troubleshooting sensors, cameras, keypads, and app-related issues.
  • Guided users through device setups, system resets, and Wi-Fi/network diagnostics.
  • Maintained high customer satisfaction through clear, step-by-step assistance.
  • Collaborated with Tier 2 and engineering teams to escalate and document recurring technical issues.


Customer Service Agent

Valor Global / ADT
11.2022 - 10.2024
  • Provided customer support in a high-volume, fast-paced environment, with a focus on technical troubleshooting.
  • Strengthened skills in conflict resolution, adaptability, and stress management.
  • Ensured data accuracy in customer records, contributing to streamlined support operations.

Education

CCNA - 1, 2, 3

Cisco Networking Academy (UCR)
01-2024

IT Essentials -

Cisco Networking Academy
01-2023

Skills

  • Technical Troubleshooting (Hardware & Software)
  • Remote Diagnostics & Network Analysis
  • Customer Support & Communication
  • Attention to Detail & Documentation
  • Wi-Fi & Connectivity Issue Resolution
  • Escalation Handling & Collaboration

Languages

Spanish - Native
English - B2+ (Upper Intermediate)

Timeline

Client Support Associate - Tier 3 (Simplisafe)

Foundever
03.2025 - Current

Client Support Associate - Tier 1 (Simplisafe)

Foundever
11.2024 - 05.2025

Customer Service Agent

Valor Global / ADT
11.2022 - 10.2024

CCNA - 1, 2, 3

Cisco Networking Academy (UCR)

IT Essentials -

Cisco Networking Academy

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Allan González Leiton