Leonardo Balderrama
Houston
Summary
Adept at leading high-performing technical support teams, I excelled at Kaltura by enhancing customer satisfaction through strategic SLA management and innovative support solutions. My expertise in satellite communications and talent for technical training have driven significant improvements in team efficiency and product knowledge.
Overview
21
21
years of professional experience
Work History
Regional Leader Tier 2 Support
Kaltura
11.2021 - Current
- Leading and motivating a team support engineers, providing guidance, training, and support to ensure their professional growth and the achievement of performance goals
- Possessing a deep understanding of the products, systems, or services being supported
- Handling escalations from customer issues that need to be resolved by Tier 3, RnD or Product, ensuring timely and effective resolution to maintain customer satisfaction
- Identifying opportunities to enhance support processes, workflows, and tools to streamline operations, increase efficiency, and improve customer experience
- Collaborating with cross-functional teams, such as Product, RnD, PMs, SiteOps, to provide valuable insights and feedback to drive product enhancements and optimize customer support strategies
Tier 2 Support Engineer Virtual Events
Kaltura
04.2021 - Current
- Providing support for virtual events for the self-served platform 'Event Platform'.
- API support for integrations with customers' platforms, and running calls from Postman.
- DB queries for reporting, retrieving information for the user's status.
- Utilizing CRMs: Salesforce for external tickets, and Jira for internal tickets and escalations.
- Reproducing errors, trying to provide workarounds, or escalating issues to the correct department, such as R&D or Product.
- Participating in calls with end users during live events, providing immediate support. Resolution time for these types of events is crucial since there are live audiences involved; this requires a great ability to work under pressure.
Tier 2 NOC Support
ITC Global
04.2019 - 04.2021
- Providing second level of support for Oil and Maritime industries
- Commissioning links for new installations or after rig moves
- Configuring and Troubleshooting iDirect and Comtech satellite VSATs for both TDMA and SCPC links
- Troubleshooting stabilized antennas from different manufactures: Intellian, Seatel and Orbit
- First tier troubleshooting layer 3 issues with Cisco equipment for both Data and Voice services
Manager of Business Development
AnApps
06.2018 - 02.2020
- Overseeing all Product Management of each application designed within the platform
- Procurement of technology vendors for platform's operations
- Acquisition of new customers and implementing their needs into our platform such as: API integrations, customization in the code, etc
- Providing demos of the platform for potential customers
Technical Account Manager
Driivz
04.2017 - 04.2019
- Providing Software Support and Guidance for local US and LATAM customers
- Coordinating Pilots (hardware installation and training) for potential customers
- Preparing Network Responses for different companies' RFPs
- Following bidding process and providing pricing
- Analyzing Market Competitive Landscape to aim for new Business Developments
- Participating and presenting at Tech Accelerators with major Utility companies to create pilots and plan future developments
Technical Support Engineer
TUNE
01.2014 - 04.2016
- Providing Software Support and Guidance for the Affiliate Marketing networks to achieve their maximum potential in the platform
- Onboarding new customers to use the marketing platform via its UI and API
- Basic PHP scripting to migrate data via API from other platforms
- Investigating discrepancies between marketing networks by querying customer's MySQL data base and analyzing data extracted against other companies' findings
- Detecting online fraud by analyzing http protocol data extracted from user clicks
- Running Web Debug programs (Fiddler, Wireshark) to inspect traffic, redirects and cookies
Technical Instructor
Mavenir
08.2013 - 12.2013
- Providing Technical Training to customers and internal employees on VAS and BSS
- Utilizing different Training methods: Frontal training, Online Training (utilizing platforms like Webex), or Blended training
Technical Instructor
Gilat Satellite Networks
04.2011 - 08.2013
- Providing frontal technical training to customers and internal employees on the Skyedge II and SEIIc Satellite Communication platform
- Installation and Operation of physical equipment: DVBS/DVBS2 equipment using different access schemes: proprietary and MFTDA, Ku and Ka frequencies, star/mesh/multi-star topologies, cHub Switches, VLANs, QoS (Allot), Server Farm, HTTP acceleration, VoIP, backhauling, etc
- Network Sizing Training: advanced theoretical training delivered along with Technical Marketing for installation of new networks or expanding existing one
- Trainings delivered for different intended audiences, customizing it for the specific needs of each customer depending in their technical background and platform/equipment acquired
- Delivery performed in English and Spanish in different locations world-wide at customer's premise
- Developing of training material for new Satellite platform product based for Ka band working along with R&D and QA departments to retrieve information and suit it for frontal presentations for customers
Tech Support
MyHeritage
11.2009 - 02.2011
- Providing support to SaaS platform dedicated to Family Trees
- Supporting direct end users by reproducing and reporting issues to RnD
GSD Backbone Engineer
Avaya
06.2008 - 02.2009
- Critical problem solving related to VoIP, IP endpoints, PBXs, licenses, FW upgrades, circuit boards and hardware
- PBX setups from the ground up in order to reproduce problems and troubleshoot
- Responsible for unified administration for most Avaya products, dealing with Project Managers, Business Partners and field technicians for best customer satisfaction
Content Specialist
Hewlett Packard Enterprise
08.2006 - 06.2008
- Back office support for the US Sales department through a tool named 'Your Online Data Assistant'
- Proactively pursuing data requirements for this tool and meet timelines based on the product division roadmap and the internal teams release schedule process of upcoming new products
- Targeted to upload to the tool with technical information for PSG and IPG HP portfolio
- This required a very high standard for detail since the sales department relied on this tool
Provisioner
Verizon Business
01.2004 - 12.2006
- Provisioning long-distance circuits DS-0/DS-1 from different telco companies.
- Handling escalations between different telcos, with cases that required special handling.
Education
Associate's degree - Computer Systems Networking and Telecommunications
Houston Community College
01.2020
High School Diploma -
Escuela Philips
Buenos Aires12-1999
Skills
- Satellite communications
- Software as a Service (SaaS)
- Network Operations Center (NOC)
- Technical account management
- Technical training
- Technical Support
- Telecommunications
- Project management
- Team Lead
- Team evaluations
- Training and onboarding
- SLA management
- Customer support
Languages
English
First Language
Spanish
Proficient (C2)
C2
Hebrew
Upper Intermediate (B2)
B2
Portuguese
Intermediate (B1)
B1
References
References available upon request.
Timeline
Regional Leader Tier 2 Support
Kaltura
11.2021 - Current
Tier 2 Support Engineer Virtual Events
Kaltura
04.2021 - Current
Tier 2 NOC Support
ITC Global
04.2019 - 04.2021
Manager of Business Development
AnApps
06.2018 - 02.2020
Technical Account Manager
Driivz
04.2017 - 04.2019
Technical Support Engineer
TUNE
01.2014 - 04.2016
Technical Instructor
Mavenir
08.2013 - 12.2013
Technical Instructor
Gilat Satellite Networks
04.2011 - 08.2013
Tech Support
MyHeritage
11.2009 - 02.2011
GSD Backbone Engineer
Avaya
06.2008 - 02.2009
Content Specialist
Hewlett Packard Enterprise
08.2006 - 06.2008
Provisioner
Verizon Business
01.2004 - 12.2006
Associate's degree - Computer Systems Networking and Telecommunications
Houston Community College
High School Diploma -
Escuela Philips
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