Leonardo Aray

Experience

• 

  Soporte S.P.I.,C.A.

  Mar 2016 - Jul 2017

  Service Desk Analyst

  Responsible for responding to the customer's first level queries, solving problems and maintaining accurate records of all assistance requests in the Remedy ticket system.Provide regular maintenance of computer equipment, software and hardware repair, and configuration of the computers according to company standards.Provide support in the multiple applications related to the different areas of the company.Assistance in network problems (Data and voice) and support in configuration and administration of the devices.Security requirements of the technical support information following the rules and policies of the company. Show less

• 

  Avaya

  Dec 2017 - May 2021

  Participate in cost-saving initiatives and change support model by:Re-designing the IT Service Desk structure with specific options and instructions for faster problem-solving.Automating password resets and access requests.Re-structuring Knowledge Base with user guides they are easy to find and follow.Promoting Self-Service solutions to end users.Additionally:Handle business critical cases and high-level escalations.Responsible for the workload management and balance of the IT Service Desk.Host team meetings, coaching sessions, conduct round tables with QA.Review performance against SLAs and KPIs, setup and follow up personal development plans.Recruitment of new team members, overseeing on-boarding and organizing initial training.Implement procedural changes to enhance operational standards for overall performance and quality service.Represent Service Desk team on leadership meetings, engage Tier 1 in projects, new releases, 321s, and transitions. Show less Serve as the first point of contact for users in search of technical assistance via telephone, chats or by email.Serve as the acting Team Leader for the EMEA (Europe and the Middle East) shift and handle business critical cases and high-level escalations.Responsible for the workload management and balance of the EMEA shift.Responsible for remote troubleshoot through technical diagnoses.Determine the best solution based on the problems detailed by the users.Guide and assist the users through the processes to solve problems.Provide detailed information about IT products or services - MS Windows 7/10, MS Office Packages, Exchange Server related problems, Java, web browsers, and company products such as: Scopia, Equinox, One-X, IP Telephony, LAN, VPN, PLDS, RFA and KRS.Support multiple user accounts such as: MFA, Global Accounts, SAP, SAL, Exchange, among others.Track Incidents, Requests and Reports in HPSM and provide its resolution within the company's standard SLA.Follow up with the users and provide further assistance if needed.Identify and suggest possible improvements within the IT processes. Show less

  • IT Service Desk Team Lead

    Apr 2019 - May 2021

  • Senior Service Desk Analyst

    Dec 2017 - Mar 2019
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  InvGate

  May 2021 - Nov 2024

  Promote teamwork and foster a collaborative work environment.Enhance personal development through coaching, mentoring, and providing growth opportunities.Conduct regular performance reviews and provide constructive feedback.Identify training needs and facilitate professional development sessions.Oversee daily operations of the Support Team, ensuring timely and effective resolution of customer issues.Monitor support tickets to ensure SLAs are met.Handle escalations and complex customer issues that require advanced problem-solving skills.Develop and implement support policies and procedures to improve efficiency and customer satisfaction.Lead continuous improvement initiatives to enhance support processes and customer experiences.Create and track metrics to measure the success of Support operations and identify areas for improvement.Collaborate with cross-functional teams to implement best practices and optimize workflows.Support the Team in identifying and proposing new requirements and enhancements.Define, prioritize, and develop proposals that enable improvements to support processes and tools.Actively participate in meetings, providing necessary requirements and updates.Work closely with other departments (e.g., Development, QA, Product Management) to ensure alignment and address support-related needs.Facilitate effective communication within the Team and with other stakeholders.Build reports according to various needs, ensuring they aid in decision-making processes.Develop and maintain a knowledge base to assist the Team in providing accurate and quick solutions to common issues.Participate actively in the development and execution of the Support Team's strategy.Define, manage, and evolve key performance indicators (KPIs) and metrics for the Support Team.Ensure that metrics are aligned with business goals and facilitate continuous improvement. Show less Develop and implement communication strategies.Facilitate effective communication within the Support department and across different teams within theorganization.Support IT-related change management initiatives by developing communication plans and materialsto inform and engage customers about upcoming changes, such as system upgrades, processimprovements, or new software implementations.Act as a spokesperson and provide timely and accurate communication during IT-related crises. Thisincludes developing crisis communication plans and coordinating with relevant stakeholders to addressand mitigate the impact.Create engaging and informative content such as KB articles, job aids, case studies, and internaldocuments.Collaborate with cross-functional teams, executives, and key stakeholders to gather information, alignmessaging, and ensure effective communication strategies are in place.Monitor and analyze the impact of communication initiatives, gathering feedback, and leveragingmetrics to continuously improve communication strategies and tactics. Show less Provide support to partners and customers all over the world, through different channels such as email, tickets, and/or remote sessions (Zoom, Google Meets, etc.). Checking the customer’s configuration, suggesting improvements, and best practices to maximize the platform efficiency.Identify data errors in the databases or bugs in the code, recommend enhancements, etc.Track Incidents, Requests, and Questions in Service Desk and provide its resolution within the company's standard SLA.Attend support meetings and provide constructive, technical feedback as required, including helping to troubleshoot user problems and system interface issues.Identify and suggest possible improvements within the IT processes. Show less

  • Technical Support Team Lead

    Jan 2023 - Nov 2024

  • IT Communications Lead

    Jan 2022 - Nov 2024

  • Technical Support Analyst

    May 2021 - Dec 2021
• 

  CookUnity

  Nov 2024 - now

  Product Support Engineer

  Provide expert-level technical support for our products, troubleshooting complex issues promptly and effectively.Analyze, replicate, and diagnose customer-reported issues, identifying root causes and recommending permanent solutions.Collaborate closely with Product Management, Engineering, QA, and Customer Experience Teams to address customer feedback and improve product quality.Document processes, solutions, and troubleshooting steps, creating clear and accessible resources for both internal teams and customers.Manage escalation processes, advocating customer needs internally, and ensuring swift resolution of critical issues.Monitor product performance, identifying trends and proactively addressing potential challenges before they escalate.Participate in product release cycles, providing insight from the support perspective and performing validation and testing tasks. Show less