Technical Support Project Management

Edward Vazquez

Manteca, CA ***** 415-***-**** ***************@*****.***

Professional Summary

Dedicated and certified IT professional with over 10 years of experience specializing in technical support, IT operations, and project management. Proven ability to manage complex IT systems, provide strategic technical guidance, and ensure seamless operational workflows. Highly adept in asset management, executive support, and delivering solutions across diverse technology environments. Passionate about enhancing customer experience through effective troubleshooting and proactive communication.

Core Competencies

● IT Systems Management

● Technical Troubleshooting

● Asset Management

● Executive-Level Support

● Strategic Project Management

● Cross-Functional Collaboration

● Documentation & Knowledge Management

● Remote & Onsite Support

● Customer-Centric Service Delivery

Technical Skills

Platforms & Software: ServiceNow, Zendesk, Jira, Salesforce, Slack, Okta Administration, Active Directory, SCCM, Microsoft O365 Administration, Google Workspace Administration, SharePoint, Avaya, Cisco, Intune MDM, Google MDM Operating Systems: Windows, MacOS, iOS

Communication & Collaboration: Zoom, Teams, RingCentral Security Tools: BitLocker, JumpCloud, 1Password

Languages: Bilingual (English & Spanish)

Professional Experience

IT Support Specialist

Articulate, Remote, NY July 2024 – October 2024

● Provided clear, user-friendly technical support and documented solutions to improve accessibility and user satisfaction.

● Coordinated onboarding processes, account setups, hardware procurement, and ensured timely system access for new hires.

● Executed software and hardware audits, deployment projects, and cross-departmental software alignment initiatives.

● Managed equipment logistics, including maintaining and distributing loaner hardware.

● Developed comprehensive internal and external IT documentation, contributing to a robust knowledge base.

Technical Support Specialist II

Robert Half, Remote, CA December 2019 – January 2024

● Managed critical IT business applications, significantly reducing operational downtime through advanced troubleshooting and issue resolution.

● Supported high-level executives, providing rapid response and expert handling in sensitive, high-pressure environments.

● Successfully resolved over 6,000 technical incidents, applying detailed analysis and providing actionable resolutions.

● Enhanced the support team's knowledge repository through regular contributions of detailed solutions and best practices.

● Delivered expert-level audio/video and event support, optimizing executive presentations and virtual meetings.

Tech Analyst III

Amag Pharmaceuticals, South San Francisco, CA April 2016 – October 2019

● Delivered executive-level desktop support, managing technical projects that improved service quality and operational efficiency.

● Supported over 350 employees with robust network infrastructure implementation and desktop systems management (Apple/Windows).

● Developed and implemented streamlined onboarding processes, significantly improving new employee productivity.

● Administered Okta and Google Suite (Gsuite) environments, enhancing overall security and operational effectiveness.

IMAC Technician

Gilead Sciences, Inc., Foster City, CA August 2013 – January 2016

● Performed hardware and software installations, configurations, and upgrades ensuring strict adherence to service-level agreements (SLAs).

● Managed IT deployments across multiple remote offices, ensuring smooth transitions and uninterrupted productivity.

● Provided responsive technical support, notably improving end-user satisfaction and reducing downtime.

Education & Certifications

● Certified Associate in Project Management (CAPM)

● Google Project Management Certification

● CompTIA A+ Certification

● Project Management Certification

Professional Development

● Continuous learning and development through regular industry workshops, webinars, and training sessions to remain at the forefront of technology trends and advancements.

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