Angela Diaz Email & Phone Number

United States

• Promoted within my first year as Senior Support Engineer, demonstrating exceptional performance and a commitment to data-driven problem-solving.• Provided a customer-centric approach while supporting a global organization with complex technical issues. Leveraged Jira, MS Teams, and remote support tools to achieve a 4.7 customer satisfaction rating and consistent performance recognition.• Performed comprehensive data analysis of Jira tickets to optimize support processes. By exporting ticket data into CSV and XLSX formats, I created insightful Tableau dashboards highlighting top trending issues, enabling the Employee Experience Team to prioritize resolutions and improve overall ticket deflection.• Streamlined onboarding and offboarding procedures by developing efficient workflows, reducing ticket volume, and enhancing the employee experience.• Enhanced the internal knowledge base through Confluence documentation, resulting in decreased response times for recurring issues.• Implemented data-driven inventory management strategies by organizing IT assets and utilizing Device42 for accurate tracking and reporting.• Collaborated with vendors to optimize IT spending while ensuring business needs were met.

Los Angeles County, California, United States

• Provided Tier 2 technical support to a global SaaS organization with 2000+ users, managing a robust IT infrastructure.• Demonstrated expertise in Active Directory, Microsoft Exchange, Microsoft 365 suite, and Mimecast email security.• Effectively utilized remote support tools (LogMeIn) and mobile device management platforms (Intune, JAMF) to maintain system health and end-user productivity.• Delivered comprehensive desktop support for Windows and macOS operating systems, including software installations (VMware, Adobe, TechSmith), hardware troubleshooting, and asset management.• Contributed to organizational efficiency by developing and maintaining knowledge base articles (SharePoint) and participating in on-call rotations (PagerDuty).• Played a critical role in the migration from Cisco Webex to Microsoft Teams, providing end-user training and support.

Woodland Hills, Ca

• Successfully managed multiple concurrent IT projects for C-suite executives.• Led cross-functional teams through comprehensive project lifecycles, including requirements gathering, vendor selection, and design documentation.• Implemented agile methodologies (stand-ups, UAT) to ensure project deliverables were delivered on time and within scope.• Enhanced organizational efficiency by developing and maintaining a centralized knowledge base, including detailed inventory specifications. Leveraged SharePoint to facilitate knowledge sharing and collaboration.• Conducted thorough financial analysis, preparing and submitting vendor quotes with detailed budgetary justifications.• Demonstrated strong project management skills by effectively tracking project milestones, managing risks, and communicating project status to key stakeholders.

Los Angeles

• Successfully managed complex scheduling and logistics for a multi-faceted real estate portfolio.• Coordinated calendars for a team of 10+ professionals using Microsoft Outlook, ensuring optimal efficiency and collaboration.• Demonstrated strong project management skills by planning and executing travel arrangements for multiple stakeholders, negotiating favorable rates with vendors, and adhering to strict deadlines.• Ensured authorization for payment on 3rd party expenditure requests for property needs, and in-house legal department and asset manager check requests for per Diem fees within 1 week of request date.• Built and maintained strong relationships with key stakeholders, including lenders, government agencies, and third-party vendors, resulting in improved property performance and reduced compliance issues.• Leveraged technology to streamline operations and enhance productivity improving overall efficiency and data accuracy.• Prepared and analyzed comprehensive financial reports for a portfolio of 175 properties, providing critical insights for decision-making.

Woodland Hills, Ca

• Conducted comprehensive website audits to enhance SEO and user experience.• Implemented rigorous quality assurance practices, including content audits and cross-browser testing (Chrome, Mozilla Firefox, Edge, Safari), to optimize website performance and identify areas for improvement.• Performed competitor analysis to gain market insights and inform strategic decision-making.• Collaborated with the marketing team to develop and execute customer acquisition and retention strategies, including free trials, coupons, and whitepaper creation.• Ensured product quality and user satisfaction through the development and dissemination of detailed training manuals and facilitating weekly software release meetings.

Woodland Hills, Ca

• Developed and implemented a robust employee onboarding and training program to enhance customer service performance.• Streamlined the knowledge transfer process by creating a comprehensive training manual and implementing structured on-the-job training.• Improved employee retention and customer satisfaction through a combination of product training, shadowing, and hands-on experience.• Leveraged data analytics to identify trends and opportunities for improvement in customer service operations.• Monitored key performance indicators (KPIs) to track employee performance and identify areas for training and development.• Demonstrated strong leadership and project management skills by leading cross-functional teams to implement process improvements.

Los Angeles, Ca

Successfully executed the CSL LOFT mandate by delivering engaging computer science curriculum to 9th-grade students at Sacred Heart High School. Lectured two 75-minute sessions of programming logic per week. Implemented interactive, story-based coding projects utilizing Google Scratch to foster student interest and proficiency in programming logic, including variables, loops, and documentation.

Sylmar, California

Assisted 4 accounting technicians with financial record data entry, digital file management, and upkeep of secured file cabinets for easy retrieval of documents requested by annual auditors. Produced various documents for the Business Office including campus newsletters, semester event flyers, year-round policy forms, and student service request slips via Microsoft Word, Excel and Publisher. Processed and reconciled daily cash, check and credit card payments and refund transactions for all register terminals. Created procedure manual for closing the office and ensure scheduled bank deposits were properly prepared.

Fullerton, California

Approved menus by Head Chef for large scale breakfast, lunch, and dinner to serve Hope International University’s 1,300 students living on campus, 200+ employees and numerous guests based on inventory of available food. Managed campus snack bar and catering events including Holy Week’s outdoor venue, annual graduation, and staff meetings. Strengthened vendor relations via long term contracts for food, beverages, kitchen supplies and machinery which decreased overhead allowing a raise in overall profits. Performed on-boarding and training (OSHA and ServeSafe) for 12 student workers, 2 kitchen porters, and 2 dishwashers. Processed time cards and conducted weekly reviews to reward top performers with bonuses for bi-monthly paychecks. Demonstrated excellent customer service when dealing with escalated situations between employees and customers which aligned with HIU’s Christian Core Values.

Orange, Ca

Obtained license, insurance and permits needed to operate vehicle transportation domestically throughout U.S. Established 80% of company clients via vehicle wholesale buyers at nationwide auctions such as Adessa and Manheim and general managers at various dealerships such as CarPros, JStar, and Galpin. Regularly serviced all commercial trucks, car haulers and equipment and ensured compliance with DMV regulations. Maintained AP and AR for all company’s finances including employee's payroll and vehicle transport invoices via QuickBooks.

Santa Ana, California

Resolved an average of 75 customer inquiries, complaints, billing questions and payment refund and merchandise return requests per day. Consistently met weekly and monthly performance benchmarks of 10% sales, maximum 4-minute call duration, 98% customer request accuracy and 90% handle rate. Practiced problem resolution such as calming angry callers through empathy, repair trust through follow up, and design best-option solutions. Act as mail clerk for incoming and outgoing shipments via USPS and UPS. Overtake receptionist position when receptionist is on lunch or absent.

Master'S Degree, Data Science

Program Learning Outcomes: - Integrate components of data science to produce knowledge-based solutions for real-world challenges.

Bachelor Of Science - Bs, Data Management & Analytics

Concentration in setting up a database environment, design databases, acquire data, wrangle it, analyze it, and visualize it to different.

Nanodegre, Data Analyst

Data Analysis with Python and SQL Advance your programming skills and refine your ability to work with messy, complex datasets. You’ll.

Associate Of Arts (Aa), Information Technology

Activities and Societies: Society of Hispanic Professional Engineers Member, Associated Student Organization Member, STEMConcentration.