Carlos A Vazquez
Covington,GA
Summary
My objective is to use my experience in a challenging Information Technology position in a growth-oriented organization which offers diverse job responsibility.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Predictive Auto Dialer Administrator
The Associates First Capital Financial Corp
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Contributed to business development efforts by identifying opportunities to expand existing campaigns or launch new initiatives using the full capabilities of the dialer system to drive increased revenue generation.
- Ensured data security and integrity within the dialer environment by implementing robust controls and safeguards designed to protect sensitive customer information from unauthorized access.
- Optimized staffing levels by analyzing historical data trends and forecasting future call volumes using predictive modeling techniques.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Assisted in budget planning for technology investments related to the dialer system, ensuring cost-effective solutions were implemented without sacrificing quality or functionality requirements.
- Monitor agent wrap, talk time, idle time, inbound abort %
- Created full detail reports for all management teams every morning.
- Consistently met or exceeded monthly quota objectives through strategic use of the dialer system to maximize agent productivity levels while minimizing downtime between calls.
- Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Unix, Sun Solaris Systems, Database Administrator, FTP, SQL, Access, Excel, Word, Power Point.
Corporate Technology Training Specialist
The Associates First Capital Financial Corp
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Successfully supervised implementation new technology and other financial tools to all consumer branches, training facilities including computer labs and learning resource centers in our region.
- Provide advanced training sessions to management staff and all employees of the southeast region in all aspects of computer technology and new financial tools.
- Provided Troubleshoot & Feedback.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Reported directly to headquarters in Las Colinas, TX the progress of each individual branch training.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Developed strong client relationships through consistent communication and attentive service.
- Followed all company policies and procedures to deliver quality work.
IT Support Specialist
Julian H. Danielly & Christine J. Danielly Charity Foundation
2013.01 - 2023.12
- Worked as an IT Specialist on their Estate, Charity Foundation and their Personal Business "Canine Capers Inc
- Aladan Corp." Oversee the daily performance of computer systems and application & software maintenance and repair including server.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Troubleshoot analyze and resolve technical support requests
- Smart Home & Office sensors including smart light systems & locks
- Surveillance Security Systems including motion sensors and cameras around a 270 acres private estate
- Home/Office Network system
- User ID, Password maintenance
- Telephone systems
- Personal office assistant for both owners and their Charity Foundation and their other personal business
- Created financial business reports
- Office 365, Outlook, System Imaging, Knowledge of Apple iOS operating systems.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
HVAC DDC Field Tech Installer & Security Controls
STANTON ELECTRIC & CONTROLS
2011.05 - 2012.11
- Installation or replacement of room temperature, humidity, Ion, CT, SD sensors
- Installation of new or replacement of actual network control lines for online HVAC system
- Installation of Automated Data and Network controls monitoring panel
- Installation of Security network control, Card Reader, Door Strike, Access Card
- Troubleshoot HVAC network and HVAC system.
HVAC Control Field Tech - DDC Installer
CONTROL CONCEPTS INC.
2006.11 - 2010.09
- Installation of new or replacement of actual network control lines for online HVAC system
- Installation or replacement of room temperature, humidity, Ion, CT, SD sensors
- Installation of Automated Data and Network controls monitoring panel
- Installation of Security network control
- Troubleshoot HVAC Network system.
Information Security Analyst
Sun Trust Bank
2005.02 - 2006.09
- Responsible for the day-to-day management of Security Access in accordance with the Sun Trust Bank.
- This function is composed of highly skilled computer security administrators and specialized staff
- Collaborated with IT teams to ensure seamless integration of security measures into existing infrastructure.
- Ensure a high degree of quality and attention to detail, while maintaining strong security controls in a timely manner.
- Monitor their organization's networks for security breaches and investigate when one occurs
- Worked with other teams to enforce security of applications and systems..
- Use and maintain software, such as firewalls and data encryption programs to protect sensitive information
- At all times, communicate the security access control guidelines and processes to ensure understanding and compliance responsibilities
- Check for vulnerabilities in computer and network systems
- Understanding in technology specialties such as network/security administration, RACF, SQL, Active Directory, Unix application level and other distributed platform security
- Provided help desk support, product support to all consumer branches.
- Supports the SOC Solution Operations Center and PCS trust group as a point of contact regarding software and user ID related issues
- Monitored use of data files and regulated access to protect secure information.
- Provision minimum access required based on authorized management direction
- Function well in a help desk production environment and understand performance measurements essential
- Review problem management systems to troubleshoot and resolve security issues
- Quickly obtain knowledge in the support of computer platforms, systems, and applications
- Ability to think outside the box and look at the big picture.
Data Analyst
Bell South
2003.02 - 2004.12
- Analyze and Performed Tie Code clean up
- Analyze the ongoing Marketing ROI & Insights data governance process
- Analyze and investigate Bell South Business Earning Accounts across locations for network customers
- Analyze and Identify the complexity of business unit to which the revenue of an Earning Number belongs
- Analyze the relationship between Earning Numbers and Account Executives
- Analyze the module code overlap between accounts
- Analyze Bell South Small Business and Large Business Structure.
MIS Lead- System Specialist - Data Analyst - Fraud Prevention
The Associates First Capital Financial Corp.
1990.03 - 2002.12
- Atlanta Resolution Center, Managed of day-to-day operations as well as complete complex projects on-time and within budget.
- Great team player and manager
- Technically current on PCs, Client Server, and Internet Hardware, Software applications
- Managed the operations division of the MIS department, Responsible for System Setup, Created Users ID and Password Setup.
- Oversee the daily performance of computer systems and applications
- Provision access required lever based on authorized management direction
- Provided in-depth Reporting for Delinquency Tracking Reduction, Promise to Pay, Western Union Quick Collect Payment Tracking, Phone Payments, Error Reports, NSF Reports, Agent Activity Reports, Agent Effectiveness and Production Reports
- In depth knowledge of AD HOC Query programming to keep track of daily delinquency reduction and future delinquency projections
- Coordinated and directed all activities of the MIS department
- Provided technical suggestions for solving issues and solutions to problems such as standard and non-standard equipment troubleshooting
- Maintained all advanced AS/400 & AS AD HOC operations
- Oversee and instruct on operations levels
- Responsible for Mainframe security and performance optimization
- Managed Y2K millennium compliance project for all IT equipment and software in the Call Center
- Advanced System Operation Center, Administration and Control, Relational Database Coding and Design
- Helped with training classes for new hires
- Troubleshoot, analyze and resolve technical support requests
- System Imaging
- Developed a Microsoft Access Automated Reporting database and operations training course in local network drive to be used internally by the management team
- Investigations of Red Flagged accounts for Financial Fraud using "Fast Data & First Pursuit"
- Research of information using different database platforms
- Run queries on specific database platform
- Request & Retrieve data and information on individuals or a suspect from different database, domains and tables combinations
- Skip Trace and Track down.
Education
Current Cybersecurity Student @ Coursera
Computer Graphics & Design -
International Fine Arts College - Miami, FL
08.1992
Skills
- Active Directory
- Novell
- TSO
- ISPF
- RACF
- CICS
- CACS
- Hyena
- Excel
- Access
- Word
- Outlook
- Knowledge of Apple iOS operating systems
Certification
- Fast Data & First Pursuit - First Data Corp. - 03/1998
- Unison Supervisor Training - Davox Corp. - 03/1998
- Technology Training Specialist - The Associates Corp of North America - 06/1997
Timeline
IT Support Specialist
Julian H. Danielly & Christine J. Danielly Charity Foundation
2013.01 - 2023.12
HVAC DDC Field Tech Installer & Security Controls
STANTON ELECTRIC & CONTROLS
2011.05 - 2012.11
HVAC Control Field Tech - DDC Installer
CONTROL CONCEPTS INC.
2006.11 - 2010.09
Information Security Analyst
Sun Trust Bank
2005.02 - 2006.09
Data Analyst
Bell South
2003.02 - 2004.12
MIS Lead- System Specialist - Data Analyst - Fraud Prevention
The Associates First Capital Financial Corp.
1990.03 - 2002.12
Predictive Auto Dialer Administrator
The Associates First Capital Financial Corp
Corporate Technology Training Specialist
The Associates First Capital Financial Corp
Current Cybersecurity Student @ Coursera
Computer Graphics & Design -
International Fine Arts College - Miami, FL