JOSEPH VAZQUEZ

Hopatcong, NJ 07843
josephvazquez60@optonline.net

973.945.1936

www.linkedin.com/in/joevazquez1

IT AND HIGH TECH PROFESSIONAL

Company Liaison and Client Advocate| Change Agent | Data Storage Technology |
Instrumentation Laboratory Equipment
Exemplary account management, customer service skills, and problem solving experience. Well organized;
manage multiple projects and meet deadlines. Strong work ethic combined with commitment to excellence
in all projects.
Cross functional resource management skills. A team player, working closely and effectively with
management and sales and support personnel, in accomplishing objectives. Areas of expertise include:
Account and Project Management | Escalation Oversight
Matrix & Process Improvement | Talent Development

PROFESSIONAL EXPERIENCE
EMC CORPORATION, Warren, NJ

August 2007 December 2015

Senior Account Service Engineer

2008 2015
Account and project management tasks for maintenance / recovery support. Facilitate complex service
escalations and sustain global services system records.

Provided onsite and remote support for hardware implementations and upgrades, achieving quarterly
sales and service metric goals.
Assumed ownership of Enterprise Level accounts. Gained trust of client personnel, sustained
maintenance activities, and drove Root Cause Analysis (RCA) by engaging appropriate resources,
preparing and delivering documents to client.
Developed business plan for increased efficiency of newly created Schedule and Dispatch Department,
providing immediate improvement solutions within processes.
Coordinated and processed pro-active service changes and measures, including product firmware
upgrades, Field Change Orders (FCOs), and EMC Technical Advisories (ETAs), decreasing business
impact events and substantially increasing customer equipment uptime.

Customer Engineer
2007 2008
Performed hardware replacements and maintained a high-level awareness of open service requests for
given account or set of accounts. Ensured requests were on track, driven to closure, and met customer
expectations.
Mobilized initial install of Clariion Ax4 product for Walmart retailer within NY / NJ region, facilitating
product roll-out to numerous Walmart sites and boosting hardware footprint and sales revenue.
Presented active problem and solution initiatives to Corporate Management, for Management Awareness
Program, fostering team building and career development opportunities.
DANKA OFFICE IMAGING, New York, NY
Digital Network Engineer
2003 2007
Identified and resolved customer connectivity issues on full line of vendor multi-function devices. Proactively monitored and implemented vendor updates, ensuring high level of equipment reliability and
customer satisfaction.

JOSEPH VAZQUEZ

josephvazquez60@optonline.net

PAGE TWO

DANKA OFFICE IMAGING (Continued)

Performed troubleshooting tasks, driving hardware and software escalations on Vendor multi-function
devices.
Earned Regional Product Support recognition, solidifying Danka as preferred service vendor and
boosting revenue. (CANON ATSP Silver Award, DANKA TechSource Enhanced Lead Program, CANON
ATSP Bronze Award, TOSHIBA Star Award, DANKA Silver Award for Service Excellence)

ADDITIONAL RELATED EXPERIENCE

DANKA OFFICE IMAGING, New York, NY
Field Specialist
EASTMAN KODAK COMPANY, New York, NY
Field Engineer
AMERICAN SCIENTIFIC PRODUCTS, New York, NY
Service Technician

EDUCATION AND CERTIFICATIONS

Electronics Technician Major, DeVry Technical Institute, Woodbridge, NJ
EMC Platform Engineer, VNX Specialist
EMC Proven Professional Storage Technology Foundations
CompTIA Network+
TOSHIBA e-Bridge Controller
MINDBUILDER Digital Network
EFI FIERY Advanced Controller

PROFESSIONAL DEVELOPMENT
Complex Escalation Management
Manager Awareness Program
Lean Six Sigma
Time Management
Straight Talk, Difficult Conversations
Influencing through Impact
Customer Awareness Seminar Training