Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Hector A. Vazquez

Elgin,SC

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

14
14
years of professional experience

Work History

IT Service Desk Engineer

Pollock Company
04.2022 - Current
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.

Tier 3 System Administrator

LogicForce \ Frontline Managed Systems
04.2021 - 03.2022
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed onboarding and offboarding of employees.
  • Worked with users to determine areas of technology in need of improved usability.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Evaluated software products to determine compatibility with existing systems.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Implemented and maintained virtual private networks.
  • Diagnosed and executed resolution for network and server issues.
  • Installed and configured network printers and other peripheral devices.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Diagnosed and resolved hardware and software issues.
  • Planned and implemented upgrades to system hardware and software.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Researched and recommended new technologies and strategies for improving system performance.

Tier 2 Technical Support Engineer

Matrix Consulting
04.2018 - 04.2021
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Tested new software and hardware prior to deployment.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.

PC Tech \Network Coordinator

Providence Health Hospitals
02.2017 - 02.2018
  • Maintained network hardware and software and monitored network to support network availability to end users.
  • Performed day-to-day LAN and WAN administration, maintenance, and support.
  • Identified and immediately resolved issues with network devices.
  • Monitored system performance and responded to alerts.
  • Verified continuity of computer and telephone system services for users..
  • Authored documentation for system configuration and troubleshooting.
  • Assisted IT staff on troubleshooting issues and closing calls.
  • Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
  • Maintained applications to keep software current with necessary software updates and upgrades.
  • Recommended development of plans for systems development and operations.
  • Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
  • Diagnosed and resolved hardware and software issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Installed and configured network printers and other peripheral devices.
  • Implemented and maintained virtual private networks.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Planned and implemented upgrades to system hardware and software.

Network Desk Analyst

McClatchy Technology
04.2011 - 11.2016
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.

Education

Network Technician - Computer Science

Beta Tech
Columbia, SC

Skills

  • Backup and recovery
  • Mobile Device Management
  • Server Management
  • Hardware support
  • System Administration
  • Remote Support
  • Incident Management
  • Asset Management
  • Network Administration
  • Wireless Networking
  • Virtualization Technologies
  • Application support
  • Patch management
  • Software diagnosis
  • User credential management
  • Software Installation
  • Technical Support
  • User Support
  • Desktop support
  • Hardware diagnostics
  • Customer Service
  • Videoconferencing
  • Information Protection
  • Service support
  • Account updating
  • Account Management
  • Wide-area Networks
  • Ticket support system management
  • Customer Success Management
  • Complaint resolution
  • Issue Troubleshooting
  • Microsoft Outlook
  • Microsoft Office Specialist (MOS) Expert
  • TCP/IP
  • LAN/WAN
  • Technical Troubleshooting
  • Staff education and training
  • Mac systems
  • Application installations
  • Product Troubleshooting
  • Access issue resolution
  • Ticket management
  • Call Center Operations
  • Windows 10
  • Network configuration
  • Technical documents comprehension
  • Customer service expert
  • Hardware upgrades
  • Technical issues analysis
  • Technical solution development
  • System Upgrades
  • Device configuration
  • Vendor coordination
  • Offboarding and onboarding
  • End point configurations
  • Project Coordination
  • Hardware provision management
  • Disaster Recovery
  • Network Troubleshooting
  • Software change management
  • Technical Writing
  • Performance Tuning
  • Helpdesk operations
  • Hardware troubleshooting
  • Configuration Management
  • Help Desk Software
  • Technical specifications
  • Desktop troubleshooting
  • Specifications understanding
  • System updates
  • Program installations
  • Technical education
  • Equipment management
  • System monitoring
  • File system administration
  • Hardware and software installation
  • Web Security
  • Server maintenance
  • Performance Testing
  • Problem-Solving
  • System Troubleshooting
  • Technical Documentation
  • Process Improvement
  • Computer Security
  • Issue Research
  • System Configuration Changing
  • Project Management
  • Teamwork and Collaboration
  • Critical Thinking
  • Software Updates
  • Performance Optimization
  • Interpersonal Communication
  • Technical fault tracking
  • Hardware integration
  • Technical Solutions Development
  • Internal policy compliance
  • Service Calls
  • Call Documentation
  • Requirements Gathering
  • Technical expertise
  • Malfunction Diagnosis
  • Support system management
  • Attention to Detail
  • Product Knowledge
  • Customer Support
  • Hardware Configuration
  • Training and mentoring
  • Windows Servers
  • Issue Escalation
  • Problem Resolution
  • Continuous Improvement
  • Employee Training
  • Personnel Training
  • System diagnostics
  • Complaint Management
  • Training material development
  • Ticket Queue Software
  • Customer Relationship Management

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

IT Service Desk Engineer

Pollock Company
04.2022 - Current

Tier 3 System Administrator

LogicForce \ Frontline Managed Systems
04.2021 - 03.2022

Tier 2 Technical Support Engineer

Matrix Consulting
04.2018 - 04.2021

PC Tech \Network Coordinator

Providence Health Hospitals
02.2017 - 02.2018

Network Desk Analyst

McClatchy Technology
04.2011 - 11.2016

Network Technician - Computer Science

Beta Tech

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Hector A. Vazquez