Miguel Vasquez

• Created help desk tickets, troubleshot and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Provided technical support to Employee, Customers, Dealers & Supplier clients.
• Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
• Collaborated with HR department to design standardized onboarding processes and training assets.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Submitted service tickets for equipment maintenance requests.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Mobile Telematic devices.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Translated complex technical issues into digestible language for non-technical users.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Fielded average of 15 inbound phone calls to deliver support and remotely resolve service issues.
• Collaborated with colleagues in both domestic and international support facilities.
• Managed high levels of call flow and responded to IT technical support needs.
• Installed security applications and devices and suggested additional security measures.
• Resolved system, hardware and telephone issues within half hour, improving efficiency among departments.

Support four different companies database, application, and account’s, Admin rights, software support.

-Motiva

-ATI

-Navistar

-CWS

• Application, Software support, and troubleshooting on various company websites, and software databases.
• Outlook troubleshooting, creating new profiles, PST, calendar assistance, Server routing. Email/Chat coordinator.
• Phone/Mobile and Tablet Device troubleshoot and assistance, GPS, and Telematic device support on Heavy Tractor Trailers, commercial vehicles.
• Remote access logon Install/reinstall applications/software support.
• Troubleshooting and repairing failed systems: Windows, Mac, BlackBerry,

Printers, IOS, and Android devices.

• Configuring and testing of client networks, IPAddress connectivity.
• AD Domain account reset/unlock, permission access.

• Created help desk tickets, troubleshot and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Provided technical support to Customers, Dealers, Employee, & Supplier clients.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Application, Software support, and troubleshooting on various company websites, and software databases.
• Outlook troubleshooting, creating new profiles, PST, calendar assistance, Server routing. Email/Chat coordinator.
• Phone/Mobile and Tablet Device troubleshoot and assistance, GPS, and Telematic device support on Heavy Tractor Trailers, commercial vehicles.
• Remote access logon Install/reinstall applications/software support.
• Troubleshooting and repairing failed systems: Windows, Mac, BlackBerry,

Printers, IOS, and Android devices.

• Configuring and testing of client networks, IPAddress connectivity.
• AD Domain account reset/unlock, permission access.

Note: CCI Career Connection went bankrupt, Transferred to CTG Computer Task Group.

• Principal Job duties consist of performing technical support for IBM/CitiBank Agents
• Troubleshooting and connection repair such as: Remote access/VPN, PCAnywhere, CAP/VDI access, windows and users applications, With a high level of security and productivity
• Manage software data tools such as RDC Remote access, Exchange server access, OVCM software push/reinstall, repair, and Application restore
• Troubleshooting and repairing failed systems: Windows, Mac, BlackBerry, Printers, IOS, and Android devices
• Configuring and testing of client network
• Configuring, Inspection, Coordinating incoming and outgoing emails with full inbox rights access
• Application license access/restore configuration of data Software
• Support and assist level 1 agents with BlackBerry, IOS, and Android device application AccessKey request's and data transfer in order to activate the proper CitiBank Application.
• Informed clients of policies and procedures.
• Resolved caller issues quickly and thoroughly.
• Obtained client information by answering telephone calls.
• Answered 15 calls per day.
• Assisted callers to achieve organizational goals.
• Organized and coordinated meetings and conference calls with various individuals.
• Obtained knowledge on how to operate various pieces of equipment.
• Handled and resolved customer complaints through Ticketing system and Escalations.
• Provided customer service for 15 inbound and outbound calls per shift by answering questions and providing basic troubleshooting support.

• Principal Job duties consist of incoming/outgoing emails response with password reset, Application support, Network repair, and License agreements
• Manage several software data tools such as Active directory, RSA Token, CKM Search Now, Citrix Password Manager, Projects on line, Lotus Notes, Manage Now, to do administrative tasks to accounts, such as unlocking accounts, changing passwords, Data transfer
• Troubleshooting and repairing failed systems: Win XP Pro, Vista, O.S., drivers, applications, printers and hand-held devices
• Configuring and Inspection, testing of client network
• Configuring, Inspection, & troubleshooting of peripheral devices such as Plotters, printers
• Use testing software for network servers around globe diagnostic and troubleshooting

• Technical experience and skills in the areas of Application, and software support
• Receiving incoming calls from customers and create incident record or update existing record, Validate customer’s information; name, phone, room/site’s, ID Number
• Utilizing call tracking tool used to tract problems and generate metric reporting, Also meeting account requirements for first call resolutions rate.

• Receiving incoming calls from customers and create incident record or update existing record, Validate customer’s information; name, room/site’s, ID Number
• Utilizing call tracking tool used to tract problems and generate metric reporting, Also meeting account requirements for first call resolutions rate,
• Wireless network cards, Server, Printer, Tablet/ phones
• Tracking logging customers Work Hours
• Manage several software data tools such as Active directory, RSA Token, CKM SearchNow, Citrix Password Manager, and Projects on line, Lotus Notes, Manage Now, to do administrative tasks to the accounts, such as unlocking accounts, changing passwords.

• Navigating through metro Denver areas
• Job sites are consistently changing, Constantly moving to different areas
• Required to inspect trucks before and after every shift
• Track/Log Hours
• Performing Mechanical repairs, Changing tires, flaps, Engine components maintenance, box repair, hitches, air pumps, tubing, some electrical work.
• Operated with safety and skill to avoid accidents and delays.
• Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
• Inspected trucks for malfunctions and reported vehicles to management for corrective action.
• Maintained daily, legible DOT log book and submitted corresponding documents.
• Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
• Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
• Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
• Maximized load safety by balancing, securing and weighing products.
• Executed safety practices and inventory loading without customer complaints, accidents or lost-time.
• Enhanced customer relations by consistently delivering shipments according to schedule and quickly addressing any concerns.
• Dropped and hooked trailers and changed configuration of equipment.
• Contacted customers to report delayed delivery times.
• Completed preventive maintenance and mechanical repairs on vehicles.
• Invoiced, collected monies due and settled accounts with shippers each day.
• Currently holding Class B License