HECTOR J. VARGAS

*** ******* **. ********* **.

***** 407-***-****

ady6zd@r.postjobfree.com

OBJECTIVE

More than 15 years of successful experience in customer/user service. Provide outstanding support demonstrating ability to improve procedures, incorporate proactive strategies and meet demanding deadlines and company goals. Exceptional skills in problem-solving, planning, decision making and respect for others. Experienced working in diverse work force and environments. Fully Bilingual (English Spanish) Premium Tech Support at Asurion with high scope technical issue experience. EXPERIENCE

Westgate Resorts-From: 10/1/2021-Current Employer

Helpdesk Analyst Tier3 Lead/IT Operations dispatch supervisor: Supervise all operations of high volume dispatch of all Service Now tickets from Help Desk tier 2 team to all IT assignment groups for excellent quality service auditing tickets for accuracy and completion in a timely manner. Work closely with the NOC to troubleshoot critical incidents investigating to identify downed VLAN’s, external circuit downs/outages (WAN) and other network related discrepancies of any routers, switches, ap’s, firewalls, topologies, or any other network related devices. Windows Server, all Windows and operating systems, configure Java inside of Windows, good knowledge base of back doors over the network, CMD, Powershell, all OS settings, data sources and environment and system variable configuration, application specialist, registry modification, file transfer, file recovery and more.

Troubleshooting all hardware and software:

• computers, printers, POS systems, Credit Card machines, ID scanners, mobile devices, good OSI/TCPIP knowledge, troubleshooting all of the above hardware and components. Troubleshooting all 3rd party and internal software.

• Assisting users with any file management issues, file conversion, file transfer, file corruption, file recovery, granting permission of files and folders for departmental performance. 2

• UNC files and program executables over the network for installation through system naming conventions, assist user with any java program file configuration needed for program performance, push applications to the user system via Configuration Manager (SCCM) software deployments.

• Troubleshoot all user email issues via exchange admin server/O365 admin server, add email exchange distribution groups via Active Directory and directly through the exchange server, create distribution lists via active directory and through exchange server, modify exchange distribution groups as needed, data/email migration as needed, modify email software license permissions as needed, troubleshoot all end user client email settings, configurations and add-ons, troubleshoot all office 365 suite applications with proficiency

• Revoke, reinstate, and suspend all user access as needed following all company policies and procedures.

• Remote into user system via SCCM, RDP, Teamviewer or Teams share screen.

• VPN troubleshooting of setup, connection or corruption for Privacy Idea BIG client F5 and Netskope VPN software, full creation and config of soft token for remote users, troubleshooting of home networks for successful VPN connection, Microsoft Azure for certain cloud related tasks for users or groups in Active Directory, trouble shoot and configuration of all end user windows settings and/or connected peripherals.

• Service Now ticketing system, following all ticket protocol and procedures for proficient SLA metrics, display organized and specific notes for accurate communication levels and excellent closing times.

Management related tasks

• Creating Knowledge base articles for our KB Onenote and TEAMS files.

• Pulling reports of Help Desk metrics.

• Listening to Help Desk calls give constructive feedback for troubleshooting and call time improvement.

• Auditing and monitoring Help Desk tier 2 tickets and ETA for great quality service • Assisting Help Desk Analyst Tier 2 technicians and field support to resolve all current calls and open incidents.

• Work closely with all management and assignment groups striving for the best results. Sea World Orlando

Helpdesk Administrator/Desktop Engineer: 4/2021-10/2021 Job duties:

Helpdesk Administrator: Troubleshooting pc hardware and software of corruption via remote session with SCCM and RDP remote session software, of connectivity issues, networking and other issues.

• Logging into firewalls for each Sea World related park and resetting passwords for computers and users, mapping network drives, giving access to share folders and drives through the network in file explorer, connecting network and local printers to user computers.

• Adding, deleting and troubleshooting enterprise level email mailboxes through admin office 365 and exchange, adding email licenses to new user profiles, imaging computers for new hires through the network PXI Boot, troubleshooting all installed software suites and VPNs, adding users to groups, modifying permissions for users and groups, editing and creating GPOs in Group Policy Management, creating objects of all kinds and much more in Active Directory.

• Jira for creating tickets adding internal customer employee notes while reporting all issues and updating and closing out tickets, creating asset tags for computers and making sure all ques are caught up for Desktop support and Help Desk Administrator. Checking andclosing out tickets in email ques from users as well.

• Microsoft SQL server database performing data queries for departmental work performance. Modifying scripts in SQL to perform specific tasks for data query by time and date for spreadsheets in specific financial data format for finance department and for turnstile data and turnstile reloads with registry edit to the server for security department.

• Logging on to registers and troubleshooting POS Systems of connectivity issues, freezeswhen user dropping a bag or opening a til, credit card readers and receipt printers. Desktop Support: troubleshooting and connecting company hardware for employees 4

and company presentations connecting projectors, printers, and computers. Upgrading ram, hard drives, CPU and other pc/laptop components for best performance.

• Imaging systems of different manufacturers on our network through PXE boot configuration, testing the image with new user credentials and all software suites, Adobe, Microsoft O365, Checkpoint VPN troubleshooting connection and setup in VPN software, 2 step verification creation for OTP, and any software related to the user position.

• Tracking all systems, devices and peripherals in our computer/device storage area For inventory and separate by category according to condition, preparation and Deployment.

Asurion

ISP tier 2 Premium tech support: 09/2017-04/2021

• Clean out viruses, malware, spyware, and adware with software and manually from computers

• Troubleshooting networks and connecting all devices, printers, scanners, fax setup, all software drivers etc.

• Logging into routers changing passwords and ssids, configuring advanced security settings and Protocols.

• Microsoft office- excel, word, outlook 365, all email client troubleshooting and configure server settings and protocols.

• All device and console troubleshooting, tablets, smart phones, smart tvs, Xbox, PS4, VR, routers, cctv cams, hubs, switches etc.

• File transfer, back-up and restore, OS installation, upload data to external drive, well above average computer literacy of Windows and Mac and much more. IT/ISP CLIENT WORK ACCOUNTS

AOL Oath 2nd Tier Advanced Tech: Troubleshooting AOL Desktop Gold email client, advanced email configuration, email server settings setup, troubleshooting all smart devices phones, tablets, TVs, laptops, desktops, printers, scanners, copiers, fax, of any kind of issues. Set up all in one printers and fax 5

from scratch, hardware, and software configuration, full driver installation. Troubleshoot all Windows and Mac OS of every version.

Verizon FiOS 2nd Tier Advanced Tech: Troubleshoot all operating systems of Windows and Mac of all issues: freezing PC, viruses, software installation, hardware setup, OS installation by flash drive or optical media, partitioning hard drives, OS password unlock, re-imaging PCs, restoring, FDR, file transfer, converting files, troubleshooting network adapters and driver software for efficient network connection, troubleshooting all drivers in device manager for all system connected devices. Troubleshooting all email clients, email server setting setup, sync to third party email client, sync, password recovery, calendars, groups, and email config of all sorts. Connecting networks of all kinds with routers, switches, hubs, bridges, extenders etc. Logging into routers and configuring advanced security settings, internet protocols, opening and closing ports, mac filtering, blocking ip, firewall config and all settings in the router, CCTV cams and all configuration with or without NVR or DVR. Set up all in one printers and fax from scratch installation of driver, hardware, and software configuration. Hyper virtualization (VMware), all media streaming devices and much more. Yahoo Plus Tech./Yahoo Assist: Troubleshooting Yahoo email advanced email configuration, email server settings setup, troubleshooting all smart devices phones, tablets, TVs, laptops, desktops, printers, scanners, copiers, fax, cctv cameras and smart home cameras with any kind of issues. Set up all in one printers and fax from scratch installation of driver, hardware, and software configuration. Troubleshoot all Windows and Mac OS of every version.

AT&T Premium Technician: Troubleshooting all cellphones and tablets of any issues, data transfer, on boarding activation, and any connected accessories. Peer Advisor: For Verizon FiOS Premium Tech. Support as well as AOL Tech Support Tier 2 (AOL assist), Yahoo Tech Support Tier 2 new client same scope as AOL assist called (Yahoo assist) and 6

different programs within each client. I have worked very closely with my peers in different aspects of their work ethic in improving resolution of technical issues, consistency of protocol, engagement and relationship with the customer amongst many other work-related assignments. I have been #1 in sales in the client and am currently #1 on my team in sales consecutively since we Launched. I have taught several training classes of policy, protocol and technical expertise for new hire development. I interact and adapt with experts to perfect their work ethic and sharpen their performance. With customers the first impression is the most important and I begin by gaining their trust in showing them that we truly care for them and their needs. Management related tasks:

• Creating Knowledge base articles for KB

internal program Helix

• Pulling reports of Tech. Expert metrics

• Side By Sides with feedback (listening in on

tech expert calls)

• Giving coaching sessions to tech experts

according to performance

• Writing organized emails of step by step

procedures about known issues

• Overseeing 3 to 5 tech. teams on production

floor alone

• Work closely with all management striving for

experts to be the best

Programs and Tools (But not limited to)

Active Directory

Exchange Admin Center

O365 Admin Center

Office 365 suite

Microsoft Azure

AD Audit plus

Privacy Idea

Check Point

SCCM

Tanium

Team Viewer

Logmein Console

Microsoft Sql DataBase

Stealth Defend

Solar Winds

IG4 Admin

Proofpoint

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