Wesley Vazquez

Experience

1. Customer and Technical Support Specialist

   RxSafe, LLC

   Feb 2022 — Present · Vista, CA, US

   As a Customer and Technical Support Specialist I am Responsible for the assignment of daily customer support tickets, Training New hires, Mentoring Technical support team and Provide Remote Support for Customers in a timely manner. Perform troubleshooting of software and hardware to provide root cause analysis of pharmacy automation robots. Utilizing Software solutions, technical experience, and product documentation to provide customer satisfaction.• Responds to customer support requests for assistance via phone, email, chat, and portal tickets using remote control tools such as teamview, Bomgar, vpn. • Assignment of Daily support tickets and tasks to technical support staff based on shift availability and strengths.• Training New Hires in the onboarding process. • Mentoring Technical support team and serve as an escalation point. • Trouble shoot hardware, software, application, and Windows OS problems.• Create KB articles. • work both in a team, and independently with ability to meet tight project deadlines.• Attention to detail and scope of work. • Strong communication and interpersonal skills.• Provides accurate and timely documenting of problems, notes, and resolutions for all incidents in the ticketing system aligned with KPI. • Escalates problems as appropriate and provides information to customers and internal teams such as QA, Development and Engineering and knowledge sharing with team post resolution. • Utilizes world-class customer service skills.• spot trends and patterns that bottle neck our current procedures and provide recommendations to be more effective and efficient with cost savings in mind.• Sales Pitch for upgrades and services. • Dispatch FST’s onsite and provide support for hardware and software trouble shooting. • Back up and restore Databases and macrium image backups when needed. • Aid Tech support staff to efficiently get to a resolution. By aiding either at deskside or remote via slack.

Skills

• Xp
• Windows Server
• Hardware
• Network Connectivity
• Servers
• Vmware
• Voip
• Xerox Printers
• Windows Remote Desktop
• Software Updates
• Printer Drivers
• Microsoft Office
• Remote User Support
• Windows
• Network Design
• Hardware Installation
• Virtual Pc
• Technical Support
• Server 2008 R2
• Call Centers
• Windows Vista
• Lexmark Printers
• Dreamweaver
• Lan-Wan
• Windows 8
• Computer Hardware
• Windows 7
• Windows Xp
• Photoshop
• Rdp
• Operating Systems
• Virtual Servers
• Html
• Software Installation
• Help Desk Support
• Bomgar
• Microsoft Lync
• Printer Support
• Remote Troubleshooting
• Backup & Restore