Mark Vasquez
Kilgore,TX
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
10
10
years of professional experience
Work History
Escalation Technician
Executech
10.2023 - Current
- 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.
- Offered assistance in implementing and developing training programs.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Updated documentation
- Assisted Tier 1 technicians with escalated service requests.
Service Desk Manager
Inline Network
05.2021 - 10.2023
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Developed and maintained positive relationships with customers to build rapport and trust.
DJ/MC
RCI Hospitality Holdings
06.2019 - 03.2023
- Played songs fitting station's format and monitored each song's length to avoid dead air.
- Engaged guests at special events by playing fun, lively songs and encouraging dancing.
- Participated in community events and fundraisers and professionally represented station.
- Communicated closely with clients to determine music styles best suited for wedding, bar mitzvah or other events.
Shipping Team Lead
ABC Auto Parts
10.2014 - 05.2019
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
Education
Music Education
Kilgore College
Kilgore, TXHigh School Diploma -
Sabine High School
Gladewater, TX05-2008
Skills
- Customer Service
- VOIP Deployment and Management
- Microsoft Windows
- MacOS
- Office 365
- Active Directory
- Team management
- Excellent communication skills
- Quality Assurance
- Application support
Timeline
Escalation Technician
Executech
10.2023 - Current
Service Desk Manager
Inline Network
05.2021 - 10.2023
DJ/MC
RCI Hospitality Holdings
06.2019 - 03.2023
Shipping Team Lead
ABC Auto Parts
10.2014 - 05.2019
Music Education
Kilgore College
High School Diploma -
Sabine High School
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