Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Generic
Madison Vazquez

Madison Vazquez

Arlington,TX

Summary

Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Technical Support Specialist

Presto
11.2021 - Current
  • Provided technical support for hardware and software issues, troubleshooting network connectivity problems, installing and configuring computer systems, resolving system malfunctions.
  • Collaborated with other departments within the organization in order to develop comprehensive solutions that meet customer needs.
  • Developed training materials related to common technical issues encountered by users.
  • Diagnosed and resolved complex technical issues for internal customers in a timely manner.
  • Resolved customer inquiries regarding software installation or product features via telephone, Ticketing system and email.
  • Streamlined IT processes for increased efficiency and reduced downtime.
  • Generated reports to track performance and analyze trends.
  • Collaborated with cross-functional teams to develop and implement IT solutions.
  • Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
  • Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.

Level 1 Helpdesk Agent

Ace Cash Express
08.2019 - 09.2021
  • Ensured all customer inquiries were handled in a timely manner according to established SLAs.
  • Documented procedures related to help desk processes such as ticketing systems, call routing protocols.
  • Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
  • Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
  • Provided customer support and technical support to 30 customers daily.

Education

Associate of Arts -

Tarrant County College
Hurst, TX
05-2026

Skills

  • Organizational Skills
  • Collaborative Team Player
  • Active Listener
  • Adaptive
  • Detail Oriented
  • Remote desktop support
  • Expertise in Windows 10 and 11
  • Experienced in managing support tickets using Zendesk
  • End-user training
  • Experience with incident management processes
  • Advanced troubleshooting
  • Customer success management
  • Data analysis and reporting

Certification

CompTIA+

LANGUAGES

Spanish Fluent
English Fluent

Timeline

IT Technical Support Specialist

Presto
11.2021 - Current

Level 1 Helpdesk Agent

Ace Cash Express
08.2019 - 09.2021

Associate of Arts -

Tarrant County College

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