Analiz Vasquez
Wendell,NC
Summary
Experienced IT support technician with over 5+ years of expertise in networking, troubleshooting, and technical support across various industries. Skilled in configuring network devices, resolving complex issues, and providing excellent customer service. Adept at working in fast-paced environments to ensure seamless technology operations.
Overview
8
8
years of professional experience
Work History
Technical Support Team Lead
Concord Hospitality
12.2025 - Current
- Collaborate with team members on escalating tickets and request
- Manage and create accounts in Sales Force systems
- Delegate tickets and task to team members
- Manage SLA
- Collaborate with Team on over clocking tickets
- Work with migration team on implementing new software or hardware to properties
- Provide remote access and troubleshoot with property vendors
Technical Support Representative
Concord Hospitality
12.2021 - 12.2025
- Assist Hotel associates, Guest, and Corporate Associates with networking issues. Including first level troubleshooting as well as networking installation, and migration.
- Setting up and creating computer accounts
- Troubleshoot all Microsoft office issues
- Record events and resolution in logs
- Follow-up and update associates on higher level networking issues
- Configure new computers to be sent out to Corporate and Hotel Associates
- Assist properties with their switches, and firewall outages as well as setting up new devices that will be used on the equipment.
- Work with hotel guests to resolve their wifi or conference connection issues.
- Create and managed accounts in various salesforce platforms as well as basic troubleshooting
- Work on networking migration of various brand platforms including oracle, and freedompay
- Assist with network configurations using different switches (i.e Cisco, HP, and Aruba)
- Onboard new associates which include training them on our IT applications and providing them with basic phishing training
- Create User accounts with in Active Directory, and Okta
Contractor Analyst for Verizon
Insight Global
04.2020 - 12.2021
- First point of contact for Government customers seeking technical assistance over the phone or email, perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Triage tickets for Government circuit, switch, router, or phone line issues to the next level of support personnel
- Provide information to the appropriate repair team to insure quick resolution
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Escalate feedback and suggestions to the appropriate internal team
- Respond to emails and work with tier 2 to resolve customer issues
- Used the ITIL foundation to assist customers on ticket
Analyst
HCL America
06.2018 - 02.2020
- First point of contact for customers seeking technical assistance over the phone or email, perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide information on Rockwell IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Escalate feedback and suggestions to the appropriate internal team
Education
Certificate - Cloud Administration
California Institute of Technology
National City, CA07-2026
Associate Degree - Networking and Technology
Johnston Community College
Smithfield05-2017
Skills
- Fluent in Spanish (read and write)
- Proficient with Cisco networking equipment (routers and switches)
- PC Build and Repair
- Software support and troubleshooting
- Familiar with Windows and Linux
- Active Directory Management
- Microsoft Office
- Microsoft Azure Resource Group Management
- Virtual Machine Creation and Management
- Knowledgeable of Virtual Network creation within Azure
Timeline
Technical Support Team Lead
Concord Hospitality
12.2025 - Current
Technical Support Representative
Concord Hospitality
12.2021 - 12.2025
Contractor Analyst for Verizon
Insight Global
04.2020 - 12.2021
Analyst
HCL America
06.2018 - 02.2020
Certificate - Cloud Administration
California Institute of Technology
Associate Degree - Networking and Technology
Johnston Community College