Leonardo Quesada Leiva
Technical Advisor
Costa Rica
Summary
Detail-oriented and tech-savvy Technical Advisor with a passion for customer advising and problem-solving. Skilled in providing tailored solutions, resolving technical issues, and enhancing user experiences through expert guidance and proactive support.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Technical Advisor
Microsoft
12.2021 - Current
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Directly engaged in customer support for hybrid environments.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Championed continuous improvement initiatives, regularly evaluating existing internal procedures to identify areas for optimization or enhancement.
- Provide backend support for critical escalated cases by doing log and code-based analysis, product compatibility research, and bug evaluations.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary. (Product Advisory)
- Handle multiple internal projects to improve team performance, load distribution, and case evaluation aiming to improve customer experience.
Windows Network Engineer
Microsoft
03.2020 - 12.2021
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
- Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment from OS perspective.
- Collaborated with IT security teams to ensure compliance with industry regulations for their on-prem infrastructure.
- Maintained up-to-date documentation of system architecture, policies, and procedures to ensure smooth knowledge transfer among team members.
- Provided advisory support for Microsoft on-prem and hybrid solutions.
- Streamlined IT operations, consolidating servers through virtualization technologies (Hyper-V).
- Diagnosed and resolved hardware and software issues.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Identified and resolved network congestion issues and bottlenecks.
Level 2 Network Engineer
Juniper Networks
1 2017 - 02.2020
- Providing software support to customers via web, phone, and email through ticketing system.
- Working closely with engineering to quickly resolve customer issues, report software bugs, and help with enhancement of related product.
- Helping with identification of unexpected behaviors and application defects and contributing to improvement of products and features by providing feedback on gaps and limitations.
- Working as primary technical contact for customers, delivering advanced troubleshooting.
- Migration assistance and guidance to make implementations with close to zero downtime.
- Worked with multiple well-known enterprises and service providers on complex issues involving multi-vendor activities.
- Providing guidance on product selection based on customers' environments.
- Being escalation point for critical issues related to both technical and customer satisfaction-related escalations.
- Participate in multidisciplinary team sessions to discuss network design changes and vendor-based recommendations.
Customer Support
Citi Bank (Concentrix)
01.2015 - 04.2016
- Provide customer assistance related to credit card issues.
- Credit card product upgrade offers (sales).
- Phone technical support for Online Banking.
- Provide floor support and feedback about products.
- Deliver product information for potential new customers.
Education
Cisco CCNA (4 Modules) -
Academia UCR CISCO Networking
San José, SJ 01.2016 - 12.2016
English Teaching Bachelor Degree -
Universidad Americana
01.2012 - 12.2014
Certification - AZ-104 Azure Administrator
Microsoft
05.2001 -
Certification (Deprecated) - Networking With Windows Server
Microsoft
05.2001 -
Certification - Cybersecurity Professional
Google
05.2001 -
Skills
Punctuality
Attention to Detail
Tech-Savvy
Customer Service Advocate
Time Management
Creativity
Adaptability
Communication Skills
Problem Solving
Interpersonal Skills
Proactive
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Technical Advisor
Microsoft
12.2021 - Current
Windows Network Engineer
Microsoft
03.2020 - 12.2021
Cisco CCNA (4 Modules) -
Academia UCR CISCO Networking
01.2016 - 12.2016
Customer Support
Citi Bank (Concentrix)
01.2015 - 04.2016
English Teaching Bachelor Degree -
Universidad Americana
01.2012 - 12.2014
Certification - AZ-104 Azure Administrator
Microsoft
05.2001 -
Certification (Deprecated) - Networking With Windows Server
Microsoft
05.2001 -
Certification - Cybersecurity Professional
Google
05.2001 -
Level 2 Network Engineer
Juniper Networks
1 2017 - 02.2020
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