Open to opportunities

Ernesto Vicil

@ernestovicil

Message

IT professional with 10+ years in customer-facing support roles.

Puerto Rico

Message

What I'm looking for

I am looking for a role that values technical expertise and offers opportunities for growth.

I am an IT professional with over 10 years of experience in customer-facing support roles, specializing in troubleshooting and issue resolution. My journey has equipped me with the ability to communicate complex technical information to non-technical users effectively, ensuring exceptional service delivery. I am eager to leverage my technical expertise and strong communication skills as a Service Desk Level 1 Analyst at DYOPATH.

Throughout my career, I have held various roles, including VoIP Network Technician and Network Operations Center Engineer, where I provided technical support and managed escalations to minimize downtime. My recent experience as a Cloud Integration Engineer involved collaborating with cross-functional teams to resolve technical issues and document resolutions, further enhancing my problem-solving skills.

I hold a Bachelor’s Degree in Computer Science and several certifications, including Security+ CE and AWS Certified Cloud Practitioner. I am committed to continuous learning and professional growth, and I am excited about the opportunity to contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

Cloud Integration Engineer

Inovalon

Sep 2022 - Present (2 years 9 months)

Provided end-to-end technical support for system integration and deployment. Collaborated with cross-functional teams to resolve complex technical issues. Documented resolutions and facilitated knowledge sharing within the team.

System Integration Technical Support Deployment Troubleshooting Documentation Knowledge Sharing

Network Operations Center Engineer

CCI Systems

Dec 2021 - Present (3 years 6 months)

Monitored network operations, diagnosing and resolving Layer 1-3 issues to ensure minimal downtime. Managed escalations and resolved customer issues effectively. Created comprehensive documentation and diagrams for network operations.

Network Operations Escalation Management Documentation

VoIP Network Technician

Experis

Aug 2012 - Present (12 years 10 months)

Provided technical support via phone, email, and in-person for end-users, ensuring swift resolution of network and software issues. Monitored ticketing system, categorized issue priority, and efficiently resolved user problems. Troubleshot a variety of technical issues and provided clear explanations to non-technical users.

Technical Support Ticketing Systems Customer Service VoIP Communication Skills