Paul-Vincent Formoso
Keller,TX
Summary
Results-driven End User Support Technician with extensive experience at Fidelity Investments, skilled in ITSM and technical communication. Successfully managed support for over 40,000 associates, resolving diverse issues from account access to software malfunctions. Recognized for exceptional adaptability and customer relations, achieving first-call resolution and consistently positive outcomes. Proficient in troubleshooting hardware/software challenges, implementing effective solutions, and staying current with technology trends to enhance user satisfaction.
Overview
9
9
years of professional experience
Work History
End User Support Technician
Fidelity Investments
02.2019 - 10.2024
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Conducted remote diagnostics to identify and solve technical problems.
- Expert in diagnosing and solving network, hardware, and software-related issues.
- Experienced in recording, tracking, and detailing all interactions with the appropriate ticketing tools.
- Customer-obsessed mentality with first-call resolution in mind.
- Supported over 40,000 end users for a large corporation.
- Encompassing all types of end users, from software engineers and financial representatives, to top executives.
- Participated in after-hours on-call rotation for critical support needs.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Service Valet
Five Star Subaru
12.2017 - 01.2019
- Maintained the service drive and all customer service areas.
- Moved vehicles to the parking area, returned the tag and keys to the appropriate technician or service advisor.
- Displayed a positive attitude during interactions with customers and colleagues.
- Responded promptly to any requests from guests or management staff.
Assistant Loan Car Coordinator
Grubbs Infiniti
01.2016 - 12.2017
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Maintained loan car fleet by documenting and assigning License Plate, Vehicle Registration, and loan car numbers.
- Worked with insurance adjusters for any damages found on the vehicles.
- Managed day-to-day operations of the department, including scheduling tasks and assigning loaner vehicles.
- Assisted with Check-in and Check out of vehicles.
Service Valet
Grubbs Infiniti
07.2015 - 01.2016
Education
ASSOCIATE OF APPLIED SCIENCES - Network Security
TARRANT COUNTY COLLEGE
11.2018
Skills
- Collaboration
- ITSM
- Technical Communication
- Customer Relations
- Knowledge of industry best practices
- DHCP/DNS ethernet and firewall proficient
- Application support
- Software diagnosis
- User credential management
- Application installations
- Remote support
- User guidance
- TCP/IP
- Account management
Languages
- Fluent in English
- Tagalog
Applicationexperience
- Citrix Workspace
- Microsoft Authenticator
- Azure Cloud Desktop/Endpoint
- Office 365 Products
- Ivanti/Pulse Secure VPN
- Intune MDM
- Genesys Workspace
- Mainframe/Microfocus Rumba
- AWS
- Coral Active
- PowerShell
- TCP/IP Protocol
- ServiceNow
- JIRA
- Active Directory
- JAMF
- MacOS
- Certificate Management
- Nexthink Collector
- Windows Server
- CyberArk
- Active Roles EntraID
- M365
- AD Management
Timeline
End User Support Technician
Fidelity Investments
02.2019 - 10.2024
Service Valet
Five Star Subaru
12.2017 - 01.2019
Assistant Loan Car Coordinator
Grubbs Infiniti
01.2016 - 12.2017
Service Valet
Grubbs Infiniti
07.2015 - 01.2016
ASSOCIATE OF APPLIED SCIENCES - Network Security
TARRANT COUNTY COLLEGE
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