Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Vincent Pascoal

Woodinville,WA

Summary

Professional with 15 years in HVAC Construction, Leukemia Survivor and a stem-cell transplant in 2011. Advanced computer skills developed during recovery include system building, troubleshooting, and networking. Proven ability to prioritize tasks and solve problems effectively. Offers a unique blend of resilience, technical acumen, and a passion for assisting others.

Overview

10
10
years of professional experience

Work History

Tier 4 Technician

Collins AeroSpace - Innovien Solutions
Everett, Washington
02.2024 - Current
  • Resolved hardware and network technical issues, significantly reducing user downtime.
  • Streamlined and managed access to systems and resources for new employees during onboarding and offboarding, facilitating smooth transitions.
  • Managed and enhanced inventory control through meticulous oversight of equipment and software asset records.
  • Utilized and optimized the ITSM ticketing system to track, manage, and resolve technical issues, leading to improved response times.
  • Served as a key technical liaison, effectively communicating and coordinating resolutions for user escalations beyond the immediate team's scope.
  • Training new technicians on standard procedures and essential systems.
  • Implemented and managed a new Loaner procedure to minimize user downtime during device servicing and enhance asset tracking.

FIELD SERVICE ENGINEER/Technician Team Leader

DXC Technology - Microsoft
Redmond, WA
03.2020 - 04.2023
  • Technical Support Lead: Led onsite technical support at the TechLink Bravern location, ensuring smooth operations and user satisfaction.
  • Help Desk Technician: Answered helpdesk calls promptly and provided remote assistance during the pandemic, effectively addressing urgent technical issues.
  • ServiceNow Administrator: Managed team ticket assignments within the ServiceNow ITSM ticketing system, maintaining SLA compliance and improving response times.
  • Team Coordinator/Facilitator: Facilitated communication among team members, ensuring efficient ticket handling and timely user updates.
  • Backup/On-Call Technician: Covered technician shifts as needed, ensuring continuous support.

FIELD SERVICE ENGINEER/Dispatch Technician

Pinnacle Group – Microsoft
Redmond, Washington
02.2017 - 02.2023
  • Provide On-Site Hardware Technical Support: Diagnose, troubleshoot, and repair Dell, Lenovo/IBM, and HP brand desktops and laptops at the TechLink-Bravern location.
  • Manage Service Requests with ServiceNow: Utilize the ServiceNow ITSM ticketing system to track, prioritize, and dispatch hardware repair tickets.
  • Schedule and Coordinate Onsite Visits: Arrange office visits with users to accommodate their schedules and minimize workflow disruption.
  • Maintain Hardware Inventory and Records: Track asset information and ensure accurate documentation of repairs and equipment movement.
  • Communicate Effectively: Liaise with users regarding technical issues and coordinate with other teams or vendors when necessary.

IT Field Service Technician

Worldwide Technology Intl
Everett, Washington
07.2015 - 02.2017
  • Coordinate and Manage Repair Logistics: Responsible for picking up parts from vendors such as UPS and FedEx, ensuring timely delivery to designated locations for computer repairs. Perform On-Site Computer Hardware and Software Diagnostics and Repair: Travel to client locations to diagnose, troubleshoot, and resolve hardware and software issues on desktop and laptop computers.
  • Perform On-Site Computer Hardware & Software: Travel to client locations to resolve hardware issues on desktop and laptop computers. These include issues specific to Dell, Lenovo/IBM, and HP brand computers, encompassing warranty-covered components such as motherboards, hard drives, RAM, and peripherals.

Education

Associate of Applied Science - Network Infrastructure

Cascadia
Bothell, WA
01.2013 - 06.2015

Union Journeyman - Sheet Metal

JATC
Spokane, WA
01.2000 - 12.2005

Cascade High
Everett, WA

Skills

  • Asset & Cable Management
  • Mobile device support
  • Network configuration
  • Ticketing systems (eg, ServiceNow)
  • Remote desktop support
  • Microsoft Office Suite
  • Citrix support
  • VPN configuration
  • Efficient imaging and deployment
  • Windows OS troubleshooting

Accomplishments

  • Eagle scout
  • 10th place national Sheetmetal apprenticeship contest. 3rd year

Timeline

Tier 4 Technician

Collins AeroSpace - Innovien Solutions
02.2024 - Current

FIELD SERVICE ENGINEER/Technician Team Leader

DXC Technology - Microsoft
03.2020 - 04.2023

FIELD SERVICE ENGINEER/Dispatch Technician

Pinnacle Group – Microsoft
02.2017 - 02.2023

IT Field Service Technician

Worldwide Technology Intl
07.2015 - 02.2017

Associate of Applied Science - Network Infrastructure

Cascadia
01.2013 - 06.2015

Union Journeyman - Sheet Metal

JATC
01.2000 - 12.2005

Cascade High

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