Ade Maron Cervantes, Mba Email & Phone Number

San Francisco, California, Us

Chicago, Il, Us

Chicago, Il, Us

Responsibilities:• Lead team of six direct reports, three of which were in remote offices• Create reports in ServiceNow and created schedules to send weekly updates• Recreated the onboarding process for Service Desk team new hires• Enhanced customer surveys in ServiceNow to ensure accurate reporting• Created an extensive KPI Dashboard for an “at a glance” experience of department metrics • Hired and onboarded 6 Service Desk Technicians and one Intern• Created and sent out company-wide Problem/Outage notifications• Held regular 1 on 1 meetings with direct reports• Handled executive level support tickets • Served as an escalation path for the Service Desk team• Managed on-call rotation using VictorOps

Chicago, Il, Us

Responsibilities:-Training and on boarding Help Desk new hires-Mentoring tier 1 techs to reach their potential-Providing customer service and technical support for both on-site employees and remote employees -Being in charge of the New Hire process (from purchasing equipment to account and mailbox creation to imaging to workstation setup)-Installing software and hardware-Bringing humor and fun to the workplace-Creating/editing/disabling user accounts in Active Directory-Troubleshooting system, application, and hardware issues-Consistently updating the customer and service desk with status and resolution-Consistently updating the ticket tracking system (ServiceNow) with status and fixes-Purchasing/leasing tech equipment for employees (computers, monitors, docking stations, peripherals) -Creating purchase orders for technology needs of employees-MacOS and Microsoft Windows setup, configuration, and administration-Imaging new computers (Using MDT to image Dell computers)-Working in Office365-Providing training for end users-Creating "How-To" documents for both end users and colleagues-Working as a part of a project team - Ex. company-wide migration from on-premised Office to Office365-Helping customers in need of IT support who call in, walk-up, or email the help desk-Helping users connect Zoom, GoToMeeting, UberConference, and Polycom conference calls

Chicago, Il, Us

Responsibilities:-Providing customer service and technical support for both on-site employees and remote employees -Being in charge of the New Hire process (from purchasing equipment to account and mailbox creation to imaging to workstation setup)-Installing software and hardware-Bringing humor and fun to the workplace-Creating/editing/disabling user accounts in Active Directory-Troubleshooting system, application, and hardware issues-Consistently updating the customer and service desk with status and resolution-Consistently updating the ticket tracking system (ServiceNow) with status and fixes-Purchasing/leasing tech equipment for employees (computers, monitors, docking stations, peripherals) -Creating purchase orders for technology needs of employees-MacOS and Microsoft Windows setup, configuration, and administration-Imaging new computers (Using MDT to image Dell computers)-Working in Office365-Creating "How-To" documents for both end users and colleagues-Helping customers in need of IT support who call in, walk-up, or email the help desk-Helping users connect Zoom, GoToMeeting, UberConference, and Polycom conference calls

Chicago, Il, Us

Chicago, Illinois, Us

Chicago, Illinois, Us

Maintain space for student use, manage student budgets and reimbursements, and serve asmain information source for students and faculty.

Master Of Business Administration - Mba

Bachelor'S, Information Technology And Management

Education record