Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Victor A. Dominguez

Victor A. Dominguez

Houston,TX

Summary

Dependable and dedicated technical manager with 23 years of excellent IT customer service and communication skills eager to contribute towards the advancement of the company and provide professional growth.

Overview

23
23
years of professional experience
1
1
Certification
1
1
Language
4
4
years of post-secondary education

Work History

SafePoint Operations Technical Manager

LOOMIS ARMORED US
11.2016 - Current
  • Manage Level 1 & 2 support technicians who provide support for inbound calls and emails for Smart Safe and Recycler Products.
  • Deliver comprehensive technical training programs for staff members, enhancing overall team competency levels.
  • Recruit and train team members.
  • Mentor junior staff members, fostering a supportive environment and promoting professional development.
  • Foster a culture of innovation by encouraging creative thinking and supporting new ideas from all team members.
  • Perform and assist with new developments testing for Smart Safe and Recycler products.
  • Respond and handle delayed service repair escalations.
  • Configure and troubleshoot Cellular and Hardwired connections to maintain reliable connection on Smart Safes and Recycler Products.
  • Conduct software/hardware upgrades for Smart Safe and Recycler Products.
  • Communicate and maintain relationship with Third-Party Business Partners and Vendors.

Desktop Support Analyst

QUANTA SERVICES, INC.
09.2013 - 11.2016
  • Delivered exceptional customer service while addressing urgent technical and application issues via phone, email, or in-person support for the Corporate, Branch, International offices and Operating Units employees, including C-level Executives.
  • Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
  • Created and responded to tickets in BMC FootPrints application.
  • Imaged, configured, installed and troubleshot softwares and applications on new and existing laptop/desktop equipment.
  • Provide video teleconference system support for Boardroom and Conference rooms.
  • Created, modified, and disabled employee network accounts in Active Directory and MS Exchange.
  • Setup iOS and Android mobile devices with email services using Mobile Iron and ActiveSync.
  • Maintained inventory of computer equipment.

Technical Support Analyst II

WASTE MANAGEMENT, INC.
03.2010 - 09.2013
  • Provided troubleshooting support, installation, configuration, and preventative maintenance to solve PC related issues for Corporate and Field employees, including C-level Executives.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Maintained and supported non-PC hardware such as telephone systems, printers, servers, network equipment, copiers, and hand held technologies.
  • Performed hardware and software troubleshooting, upgrades to existing computer equipment.
  • Coordinated and participated in moves of computers and printers.
  • Participated in project execution for Corporate and Field rollouts.
  • Participated in evaluation and testing of hardware and software.
  • Procured IT hardware and software.

Systems Support Analyst II

WASTE MANAGEMENT, INC.
08.2006 - 03.2010
  • Responded to employee requests and incidents.
  • Provided both technical and application support via telephone, E-mail and Live Chat.
  • Documented customer calls with 100% accuracy in Remedy application.
  • Met established Service Level Agreements (SLAs).
  • Assisted in the installation of specified software packages and printers.
  • Maintained up-to-date expertise in the operation and application of the WM standard hardware and software.
  • Provided assistance to colleagues.
  • Assisted and guided with procurement of Smartphone Devices as well as setup and troubleshoot devices.
  • Review and provided BlackBerry findings for Auditing reviews.
  • Contributed to company knowledgebase.
  • Provided after-hours support.

Sr. Systems Operator

BANCOMER TRANSFER SERVICES, INC.
10.2002 - 08.2006
  • Monitored system and application availability and performance information to support efficient operation.
  • Troubleshot irregular actions of computer systems and escalate to appropriate personnel when required.
  • Provided user support, addressing technical concerns quickly and effectively to minimize disruptions.
  • Supported incoming client calls and documented in Remedy ticketing system.
  • Responsible for daily server tape backups.
  • Maintained and upkeep all data processing equipment.
  • Updated and maintained all policies and procedures pertaining to daily operations for department and Auditing reviews.
  • Participated in Disaster Recovery (DR) Group.
  • Assisted internal and remote users with desktop support.
  • Provided assistance to first level operators.

Technical Support Representative

CONVERGYS CORPORATION
07.2001 - 10.2002
  • Assisted with overt he phone walkthrough hardware and software installation and configuration of DSL and Dial-up service equipment.
  • Answered bilingual (English & Spanish) incoming customer calls.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Provided customers with quality technical support to non-technical users.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Setup E-mail client server settings.
  • Contacted departments to troubleshoot and resolve customer issues.
  • Documented customer calls with 100% accuracy.
  • Complied and remained updated with frequent changes to provide quality service to customers.

Education

Bachelor of Science in Information Technology -

University of Phoenix (Online)
Houston, Texas
03.2007 - 12.2009

Associate of Occupational Studies in Computer Systems Technology -

MTI College of Business And Technology
Nassau Bay, Texas
08.2000 - 01.2002

Skills

Excellent Communication

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Certification

CompTIA A+

Timeline

SafePoint Operations Technical Manager

LOOMIS ARMORED US
11.2016 - Current

Desktop Support Analyst

QUANTA SERVICES, INC.
09.2013 - 11.2016

Technical Support Analyst II

WASTE MANAGEMENT, INC.
03.2010 - 09.2013

CompTIA A+

04-2008

Bachelor of Science in Information Technology -

University of Phoenix (Online)
03.2007 - 12.2009

Systems Support Analyst II

WASTE MANAGEMENT, INC.
08.2006 - 03.2010

Sr. Systems Operator

BANCOMER TRANSFER SERVICES, INC.
10.2002 - 08.2006

Technical Support Representative

CONVERGYS CORPORATION
07.2001 - 10.2002

Associate of Occupational Studies in Computer Systems Technology -

MTI College of Business And Technology
08.2000 - 01.2002

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Victor A. Dominguez