Richard Vazquez
Woodbury, NJ,NJ
Summary
An experienced IT Specialist with over a decade of expertise in information technology, providing top-notch end-user support and resolving complex hardware and software issues. Skilled in collaborating with customers and technical teams to diagnose and implement effective technical solutions.
Overview
13
13
years of professional experience
Work History
Technical Engineer
School District of Philadelphia
10.2024 - Current
- Install and configure software on both Windows and Apple laptops.
- Provide ongoing troubleshooting support for software performance issues
- Experience with network troubleshooting (internet, printers, Wi-Fi, etc.)
- Troubleshoot issues with Wi-Fi connectivity and test network drop
- Resolve issues related to internet connectivity, including inability to connect to the internet and network printers.
- Perform hardware replacements on laptops, including memory, displays, keyboards, and trackpads.
- Proficiency in software installation on Windows and macOS systems
- Strong ability to troubleshoot and repair hardware issues, such as replacing laptop components (e.g., displays, keyboards, memory)
- Knowledge of formatting and partitioning drives
- Format and partition drives as needed.
- Contract
Desktop Support Technician
ExxonMobil
04.2024 - 09.2024
- Accurately recorded all user-reported issues in the ServiceNow ticketing system, detailing troubleshooting steps and resolutions.
- Monitored and responded promptly to helpdesk tickets in ServiceNow.
- Efficiently escalated issues to the appropriate resources when necessary.
- Thoroughly documented requests for assistance in ServiceNow, tracking incidents from reporting through to resolution or escalation.
- Demonstrated strong attention to detail, follow-through, and follow-up on tasks and tickets.
- Prioritized work effectively and exercised good judgment while managing multiple tasks.
- Communicated with clients' Points of Contact to provide status updates on ongoing issues, task progress, and ticket completion.
- Provided timely updates to assigned tickets in the ServiceNow system.
- Prepared workstations, including the setup and configuration of laptops and desktops.
- Performed imaging of desktop and laptop computers, utilizing knowledge of System Center Configuration Manager (SCCM).
- Used remote tools to access and troubleshoot machines remotely.
- Demonstrated strong knowledge of Microsoft Active Directory and various operating systems.
- Maintained a strong understanding of Microsoft Office 365 and Office applications.
- Exhibited strong skills in PC and network/internet troubleshooting.
- Contract
Field Technical Engineer
Kokua Technologies
08.2023 - 04.2024
- Scheduled travel to client sites to perform direct end-user support and site systems administration.
- Communicated with other members of assigned Client Engagement Teams to convey client infrastructure needs, project requirements, client feedback, or Systems Engineering needs.
- Reported status on ongoing issues, tasks, and ticket completion or continuance to the client's Point of Contact at the end of each visit.
- Provided timely updates to assigned tickets in the ConnectWise PSA system.
- Entered ticket time entries at the time of service in conformance with published ticket and time SOPs.
- Updated client site documentation with any changes made, ensuring accuracy of documentation.
- Participated in the company's “on-call” rotation, conforming to SOPs for the process.
- Managed assigned client(s) when needed.
- Created tickets and added notes in ServiceNow.
- Used imaging for software applications on remote machines.
- Used SCCM to integrate Windows and other applications.
- Assisted in Remote Support during unscheduled times.
- Demonstrated a passion for technology and a strong desire to learn about new technology.
Field Support Technician
Division Health Services
12.2021 - 08.2023
- Ensured all support requests were documented in the identified tracking system(s).
- Verified that all computers, software, applications, components, etc., were available and installed correctly.
- Received requests from users to determine error situations and technical problems and monitored tickets for successful resolution.
- Determined if a failure was hardware, software, or network related, and assigned problems to technician(s) based on request type, severity, urgency, and availability.
- Informed users of the correct policy and procedure regarding accessing USS support services.
- Documented all assets (hardware, software, systems, components, warranties, subscriptions, renewals, etc.) including what it was, who it belonged to, where it was located, serial numbers, tags, etc., in the identified tracking system(s).
- Documented workflow processes by creating necessary policy and procedure documents, etc.
- Verified that all computers, software, applications, components, etc., were available and installed correctly.
- Ran ethernet cables.
- Active Directory environment and O365.
- Provided technical service and support to all OCF locations, including but not limited to PJSC, Collocation, CUA organizations, School District of Philadelphia, Philadelphia Parks and Recreation, etc.
- Had personal transportation and was familiar and comfortable traveling within the city of Philadelphia.
Desktop Support Technician
Cold Technology
01.2021 - 04.2021
- Served as the first point of contact for on-site and remote staff seeking technical assistance.
- Monitored and responded to helpdesk tickets in the ServiceNow ticketing system.
- Entered all user-reported issues into the ticketing system with detailed descriptions, including troubleshooting steps and resolutions when applicable.
- Provided hardware and software technical support.
- Was responsible for delivering quality technical support for all computer-related issues, including software, hardware, and network-related problems.
- Set up new machines with Windows, including installation and configuration of various applications, software, and inventory systems.
- Imaged PCs using server images.
- Managed, supported, and automated software and hardware (including network and VoIP equipment) deployed in the organization.
- Utilized client tools to remotely reboot PCs, connect to PCs via the back end, and manage computer systems.
- Followed up with clients to ensure full resolution of issues.
- Supported VPN/Remote Desktop Protocol.
- Contract
Desktop Support Technician
CCL Label
04.2019 - 09.2020
- Served as the first point of contact for on-site and remote staff seeking technical assistance.
- Monitored and responded to helpdesk tickets in the ServiceNow ticketing system.
- Entered all user-reported issues into the ticketing system with detailed descriptions, including troubleshooting steps and resolutions when applicable.
- Provided hardware and software technical support.
- Was responsible for delivering quality technical support for all computer-related issues, including software, hardware, and network-related problems.
- Set up new machines with Windows, including installation and configuration of various applications, software, and inventory systems.
- Imaged PCs using server images.
- Managed, supported, and automated software and hardware (including network and VoIP equipment) deployed in the organization.
- Utilized client tools to remotely reboot PCs, connect to PCs via the back end, and manage computer systems.
- Followed up with clients to ensure full resolution of issues.
- Supported VPN/Remote Desktop Protocol.
- Contract
Desk-Side Support Technician
The Office of Inspector General
04.2018 - 04.2019
- Assisted in supporting our Federal Government customers.
- Provided desk-side support services, receiving escalations from the Service Desk via phone calls, emails, chat, instant messaging, and texts.
- Traveled locally to provide hands-on computer-related support.
- Documented incident and problem tickets within the IVANTI/LANDESK ITSM system.
- Demonstrated technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and overall technical support as required.
- Set up new machines with Windows and Mac OS, including installation and configuration of different applications, software, and inventory systems.
- Imaged PCs via server images.
IT Service Desk Analyst
Jefferson Health System
12.2016 - 04.2018
- Responsible for providing quality technical support for all computer-related issues, including software, hardware, and network-related problems.
- Entered all user-reported issues into the Service Desk Plus ticketing system with very descriptive details, including all troubleshooting steps and resolutions when applicable.
- Performed initial information gathering and problem analysis, focusing on first-contact resolution, and referred unresolved and/or urgent issues to the appropriate next-level support personnel.
- Provided high-quality customer service, meeting the service level goals and expectations of the organization.
- Followed up on open activities and provided regular updates to customers on the status and work progress.
- Was responsible for the daily monitoring and operation of all data center equipment.
- Performed initial problem analysis for data center equipment, reported any problems to the appropriate personnel, and maintained the appropriate monitoring logs/Service Desk Plus tickets.
- Carried out all daily production in accordance with the production schedule, as well as additional requests submitted during the day.
- Understood the continuous process to safeguard protected health information and business information assets.
Service Desk Analyst II
University of Penn
08.2013 - 12.2016
- Provided tier 1&2 IT hardware and software support to over 8000 end users at Pennsylvania Medicine.
- Supported network and e-mail connectivity, computer operating systems, hardware, software, and internally developed application software.
- Experienced in troubleshooting PCs, Apple devices, and Android mobile devices.
- Resolved incidents and escalated them to level II support when necessary.
- Troubleshot issues in Epic/Sunrise Applications and addressed connectivity and VPN remote connection problems.
- Took calls from clinical employees to troubleshoot and diagnose IT issues, forwarding them to the appropriate teams as needed.
- Wrote scripts for the service desk employees to use in troubleshooting, diagnosing, and fixing IT issues.
Education
Technical School, CHN Solutions
01-2006
Skills
- Remote support
- Wireless networking
- Technical troubleshooting
- Hardware troubleshooting
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Technical Engineer
School District of Philadelphia
10.2024 - Current
Desktop Support Technician
ExxonMobil
04.2024 - 09.2024
Field Technical Engineer
Kokua Technologies
08.2023 - 04.2024
Field Support Technician
Division Health Services
12.2021 - 08.2023
Desktop Support Technician
Cold Technology
01.2021 - 04.2021
Desktop Support Technician
CCL Label
04.2019 - 09.2020
Desk-Side Support Technician
The Office of Inspector General
04.2018 - 04.2019
IT Service Desk Analyst
Jefferson Health System
12.2016 - 04.2018
Service Desk Analyst II
University of Penn
08.2013 - 12.2016
Technical School, CHN Solutions