Ernesto Vicil
@ernestovicil
IT professional with 10+ years in customer-facing support roles.
Puerto RicoWhat I'm looking for
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 (3 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.
Network Operations Center Engineer
CCI Systems
Dec 2021 - Present (4 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.
VoIP Network Technician
Experis
Aug 2012 - Present (13 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.
Education
Degrees, certifications, and relevant coursework
Universidad Interamericana de Puerto Rico
Bachelor's Degree, Computer Science
Grade: 3.5
Obtained a Bachelor's Degree in Computer Science. Focused on foundational computer science principles and problem-solving. Achieved a GPA of 3.5.
Tech stack
Software and tools used professionally
Availability
Location
Puerto RicoAuthorized to work in
Job categories
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