Open To Work
LESLIE PITA G.
IT Cloud Engineer / IT Technician
San Antonio de Coronado,SJ
Work Preference
Summary
Results-driven IT Systems Specialist with over 9 years of experience supporting enterprise environments, focusing on Windows, Azure Virtual Desktop, and Software-Defined Networking. Expertise in troubleshooting complex infrastructures, automating deployments, and enhancing end-user experiences through innovative solutions. Proficient in log analysis and diagnostic frameworks, consistently implementing scalable solutions that minimize downtime and boost performance. Committed to continuous learning and staying ahead of emerging technologies to drive operational excellence.
Overview
10
10
years of professional experience
5
5
Certification
Work History
Technical Support Engineer-Windows User Experience
Microsoft S.A
07.2022 - 02.2026
- Configured and implemented automated Windows installation solutions to optimize setup time and reduce manual intervention.
- Executed user profile management strategies with FSLogix to streamline access and improve system performance.
- Achieved improved security posture through effective management of Kerberos authentication. Enhanced user access efficiency by implementing strategic delegation practices. Resolved authentication challenges, leading to increased operational effectiveness.
- Optimized Windows shell settings to enhance system performance and user experience.
- Conducted comprehensive network diagnostics and implemented solutions to maintain operational efficiency.
- Managed integration and operational support of centralized controller solutions, optimizing remote software defined networking (SDN) performance.
- Implemented and maintained desktop services configurations in Azure and AWS environments to ensure optimal performance and user accessibility.
- Analyzed network logs and diagnostics to troubleshoot issues, facilitating swift resolution and maintaining optimal network functionality.
- Utilized server management tools to enhance operational efficiency and streamline processes.
- Oversaw Hyper-V management and virtual machine deployment processes to enhance operational efficiency. Coordinated with IT teams to streamline VM provisioning and resource allocation. Drove initiatives to improve virtualization strategies and infrastructure stability.
- Developed and maintained active directory configurations to support organizational IT infrastructure.
- Led initiatives to analyze network traffic patterns and optimize performance. Oversaw network tracing efforts to ensure efficient data flow. Developed strategies to improve network reliability and reduce downtime.
- Managed deployment and maintenance of public key infrastructure (PKI) to enhance security protocols.
- Executed group policy management strategies to optimize system performance and user access controls.
- Coordinated DNS deployment management processes, facilitating seamless integration and configuration.
- Achieved streamlined incident and change management processes, resulting in improved service reliability. Enhanced problem resolution strategies, contributing to increased customer satisfaction. Drove initiatives that led to more effective tracking and documentation of incidents.
- Analyzed system logs and performance metrics to troubleshoot and mitigate hangs and crashes in Windows Network Virtualization (Hyper-V SDN).
- Executed troubleshooting procedures for performance issues, leveraging PerfMon and additional diagnostic resources.
- Collaborated with engineering teams to identify product enhancements based on customer feedback.
- Developed and maintained knowledge base articles to streamline support processes and improve response times.
- Provided training sessions for junior staff, fostering a collaborative learning environment and enhancing team capabilities.
WindowsOS Specialist L3, SME, Trainer and QC
IBM/Kyndryl
02.2021 - 06.2022
- Active Directory and topology management.
- Remote Desktop Services configuration and management manage permissions for users or groups, or via GPO.
- PowerShell scripting.
- Automated installation of Windows SCCM.
- Office 365 administration and management.
- Implemented and supported SD-WAN solutions for enterprise networks to optimize traffic flow and improve application performance.
- Configured and monitored SD-WAN controllers and edge devices, ensuring secure connectivity across multiple sites.
- Integrated SD-WAN with existing network infrastructure, leveraging dynamic path selection and centralized policy management.
- Troubleshoot SD-WAN deployments, resolving connectivity and performance issues in hybrid WAN environments.
- Advanced windows management.
- Printing configuration and management.
- Windows Activation/Licensing.
- Trained new staff on company protocols, fostering a culture of continuous learning and support.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Técnico Superior en Redes y Computadoras - Computer And Information Systems
Microsoft S.A
10-2024
Ejecutivo En Inglés Para Servicios. - English Language
INA
11-2016
Especialista En Las TICS - Information And Computer Systems
INA
06-2016
CompTia Network - Network And System Administration
CompTia Network
05-2023
Azure AZ-140 Azure Virtual Desktop Specialist - Computer And Information Systems
Microsoft S.A
10-2024
Skills
- Managing and resolving network protocols
- Expertise in Windows remote management and security features
- Cloud platform management
- Meraki SD-WAN solutions
- Azure infrastructure oversight
- Software defined networking expertise
- Zscaler configuration
- Proficient in Azure environment
- VPN configuration expertise
- Experience with zero trust architecture
- Implementation and management of SD-WAN solutions
- Event log management
- Technical troubleshooting
- System troubleshooting
- Bug tracking
- Issue escalation
- Case management
- Complaint management
- Server maintenance
- ITIL processes
- Scripting languages
- Implement processes to escalate issues and work cross-functionally with other teams
- Monitor infrastructure outages and alerts (Sev-1 through Sev-4)
- Expertise on Sev-1 and Sev-A
- Handle and resolve customer issues, driving issues to resolution, and acting as an ambassador of Backblaze and its products
- Communicate directly with customers via video/phone call for information gathering and troubleshooting needs, utilizing call control and de-escalation skills
- Manage escalations received from the account administration team and other groups
- Provide Silent Install Troubleshooting for the Backup Client and Silent Installer/Enterprise Deployment Support
- Troubleshoot a variety of integrations
- Act as a technical resource to the CSM and other sales teams
- Foundational Understanding OS with Linux, MacOS, and Windows operating systems, including text shells (Bash, Terminal, CMD, PowerShell)
- Ability to learn new technologies quickly and a drive for personal development
- Experience with API usage and Python familiarity (installation and use)
- Comfortable with AI Agents and Tools to enhance productivity
Languages
5,3,5
Certification
- CompTIA A+
- CompTIA Network
- Scrum Fundamentals Certified.
- ITIL 4 Advanced Level – Strong knowledge of IT Service Management best practices
- CCNA (Expired)
- Azure AZ-140 Azure Virtual Desktop Specialist (Studies to be completed)
- Azure AZ-104 Azure Administrator (Studies to be completed)
- Cybersecurity (U Fidelitas)
Languages
Inglés
Bilingual or Proficient (C2)
Portugues Conversacional Nivel 1
Elementary (A2)
Spanish
Bilingual or Proficient (C2)
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing with The Product Group.
- Collaborated with team of UEX in the development of Scripting to the UEX Automatization cases.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Engineer-Windows User Experience
Microsoft S.A
07.2022 - 02.2026
WindowsOS Specialist L3, SME, Trainer and QC
IBM/Kyndryl
02.2021 - 06.2022
Técnico Superior en Redes y Computadoras - Computer And Information Systems
Microsoft S.A
Ejecutivo En Inglés Para Servicios. - English Language
INA
Especialista En Las TICS - Information And Computer Systems
INA
CompTia Network - Network And System Administration
CompTia Network
Azure AZ-140 Azure Virtual Desktop Specialist - Computer And Information Systems
Microsoft S.A