Jonathan Vasquez
Tucson
Summary
Versatile IT professional with a strong foundation in troubleshooting and resolving complex telecommunications and network issues. Expertise in utilizing ServiceNow and Pinnacle to deliver high-quality customer service, achieving a consistent resolution rate of 90-100%. Clear communication skills facilitate effective collaboration with clients and teams.
Overview
6
6
years of professional experience
Work History
IT Services Coordinator II
University of Arizona (UITS, Telecommunications)
10.2022 - Current
- Resolved telecommunications issues for University of Arizona affiliates, handling complex telephony and network-related situations, achieving a solution success rate of 90-100%.
- Communicated effectively while processing infrastructure orders through Pinnacle and ServiceNow, addressing client issues daily.
- Monitored estimates to identify cost inaccuracies and misinformation errors during processing.
Information Technology Specialist
University of Arizona (UITS, 24/7)
11.2021 - 10.2022
- Troubleshot diverse technological issues, addressing varying complexities to enhance user experience.
- Communicated effectively across teams to resolve system issues, simplifying complex technology for clients.
- Maximized ticket to contact ratio, exceeding position expectations in communication and learning systems.
- Met and exceeded department OKR expectations from 75% ticket to contact ratio to above 90%.
Technical Consultant
University of Arizona (UITS, OSCR)
12.2020 - 08.2021
- Provided technical support for Adobe Creative Cloud and other software to enhance client experience.
- Led software workshops to enable clients to effectively complete projects.
- Create engaging and easy to understand video and audio content for clients.
- Coordinated management of computer labs to ensure organized and effective learning environments.
Education
B.A. - Information Science and Arts
The University of Arizona
05-2021
Skills
- ServiceNow proficiency
- Pinnacle
- Network Troubleshooting
- Python and SQLite
- HTML5, CSS, and Javascript
- Microsoft Office Applications
- User Support Training
- Customer service excellence
- OS X and Windows OS Savvy
- Bilingual: Spanish and English
Timeline
IT Services Coordinator II
University of Arizona (UITS, Telecommunications)
10.2022 - Current
Information Technology Specialist
University of Arizona (UITS, 24/7)
11.2021 - 10.2022
Technical Consultant
University of Arizona (UITS, OSCR)
12.2020 - 08.2021
B.A. - Information Science and Arts
The University of Arizona