Yolanda Vargas Email & Phone Number

Hutto, Tx, Us

Austin, Texas, United States

• Manage problem record lifecycle by ensuring that respective Incidents, Problems, and Changes are identified, recorded, and tracked to resolution. • Perform root cause analysis. Facilitate RCA calls; capture all relevant details; build a concise timeline of events; identify action items/preventative measures; reach consensus.• Collaborate with Monitoring teams. Identify monitoring gaps and improve the ability to detect events which will lead to a reduction in mass incidents.• Collaborate with Development, Infrastructure, Support, and Operations teams – create a teaming effort in finding solutions• Proactively analyze Incident trends. Associate Incidents with known problems and progress to Change Management.• Build out extensive reporting and dashboards for events tracking, % completion, closure reports, etc. Monitor problem management performance metrics and Key Performance Indicators (KPIs).• Participate in building and enhancing Problem Management processes/Standard Operating Procedures (SOPs).• Communicate problems and impact to stakeholders

Austin, Texas Area

Leads and engages in team, department, and enterprise projects by contributing in solution design, presentation, implementation or monitoring. Identifies trends providing recommendation and developing new methods for improving end user experience. Network troubleshooting Computer networking Imaging - imaging & modifying code/jobs, partitioning (creation and resizing) Hardware Break Fix - diagnosis and understanding of root cause for failed parts on desktop / laptops / peripherals, physical replacement of broken parts.Data Recovery - recovery of data from broken/ unreadable drives Advanced Desktop / Laptop Software TroubleshootingContinual Maintenance - Cleaning, updating software, applying & understanding of security patchesCabling / Connections - Understanding and designing of CAT 5 (or similar) cabling, HDMI, DVI, VGA, HDMI, Display Port, USB (all versions), SATA / eSATA solutionsMobile Support- configuration, management, troubleshooting and understanding of iOS products and devices

Austin, Texas Area

Provided support of one or more user systems (desktops, laptops, printers, peripherals, and handhelds)Provide Windows operating system and Internet Explorer support to Farmers Insurance agentsFocused on monitoring and supporting end user hardware and software applications remotely via phone calls, and Siebel ticketing system.Take manager escalation calls and provide Level 2 support to our L1 helpdesk analystsCreate and present new hire trainingWork with project teams to identify root cause analysis and provide reports to management

Austin, Texas Area

Focused on monitoring and supporting end user hardware and software applications remotely via phone calls, emails, and faxes.Provided 2nd level support for POS (Point of Sale) including registers and peripheral devices (i.e. scanners and scan guns) in addition to all store hardware which includes printers, store laptops, blackberry users, desktop PCs Kronos clocks, and in store servers.Worked executive escalations for store hardware and software applications issuesGenerated reports on trending issues to determine root cause analysis and reduce call volumeProvided training to level 1 and 2 associates on new equipment, software, or any updates that occurredProvided complete new hire training for contractors and L1 helpdesk associates.Assisted with the rollout of new devices or software updates in the store environment.Monitored store’s servers via webtop client Netcool and proactively assisted customers with critical and store down scenarios prior to the store experiencing any symptoms.

Austin, Texas Area

Assisted customers with technical support issues dealing with their Microsoft Xbox 360 Console on a Specialist level.Took ownership of escalation cases to from start to finish to resolve issues with customers efficiently.Worked one on one with the Xbox 360 Repair Center and Microsoft to resolve the customer’s issues.Made outbound and received inbound calls with assigned customers.