Leoliza Infante

Provided technical assistance to customers' technical support and IT staff for contact center software solutions via phone, online, chat, and email. Developed subject matter expertise in core technologies like ACD/IVR, Workforce Management, and Analytics.

Provided technical assistance to customers' technical support and IT staff for CXone/Engage/QM products via phone, online, chat, and email. Analyzed logs, traces, and packet captures to determine the root cause of issues. Maintained timely and effective updates in Salesforce.

Provided chat, email, and voice support for Google Cloud Account and G Suite Core Services. Assisted customers with G Suite account setup, domain registration, user creation, and data migrations. Ensured high call quality while assisting customers.

Troubleshot and resolved issues related to Internet, Cable TV, and Phone services for Verizon FIOS customers. Assisted with email, wireless, and McAfee Internet Security Suite installations and troubleshooting. Programmed remote controls and activated/deactivated phone features.

Managed the entire operation of a computer shop and three branches of a food stop. Monitored premises, ensured cleanliness, and provided staff training. Maintained hardware and software records, and supported users with computer and internet use.

Supported residential and commercial customers with DSL connectivity issues, including TCP/IP, DHCP, NIC, and USB troubleshooting. Demonstrated high-quality, professional customer service and resolved complex issues without escalation. Fixed email and operating system configuration errors.

Troubleshot and resolved issues pertaining to DSL, Cable TV, and Phone service for AT&T-Uverse customers. Assisted with email, wireless, and McAfee Internet Security Suite installations. Programmed remote controls and activated/deactivated phone features.

Supported residential and commercial customers with DSL connectivity issues, including TCP/IP, DHCP, NIC, and USB troubleshooting. Earned a reputation for quickly responding to trouble tickets and resolving complex issues. Fixed email and operating system configuration errors.

Assisted the Professional Support Group consultant in project implementation and coordinated with the development team for software features/updates. Wrote technical manuals, release notes, and provided phone/email support for technical issues. Assisted the sales team in preparing RFPs and designed promotional materials.

Administered Sun Enterprise servers and peripherals, analyzing and troubleshooting problems. Installed and maintained Solaris versions, monitored server activities, and ensured operational procedures were updated. Provided 24x7 support for system and network administration, including backup and restoration.

Supported end-users with computer problems for over 1,000 PCs and configured systems for networking and implementation. Conducted installations of applications and provided technical support to remote operators and users. Stayed updated with IT trends and conducted in-depth studies for technology integration.

Studied Computer Engineering as a City Scholar. The curriculum focused on fundamental computer science principles and engineering applications.

Grade: Silver Medalist

Completed a program in Computer Technology, graduating as a Silver Medalist. The coursework provided practical skills and knowledge in various computer-related areas.