Diana Solorzano Email & Phone Number

Herndon, Va, Us

Provide Level I technical assistance directly to ePlus customer base through accurate and efficient problem diagnosis, description, and tracking and monitoring to ensure a timely resolution. Worked on-site with hospital staff to address IT issues and needs while providing excellent customer service and maintaining an effective working relationship with all departments. Execute service desk processes for request fulfillment, incident management, and support problem management. Process and resolve technical support tickets for a large number of users in a time efficient manner while attaining all SLA metrics. Work collaboratively in a team environment to ensure performance and productivity goals are met.  Plan and execute projects involving software and hardware configuration, deployment and relocation of computers, printer and peripheral devices throughout the hospital and outside campuses to maintain uptime. Create and update knowledge-based articles to maintain a working knowledge of the latest company technology to provide efficient technical support. Test network connectivity in switch closets with the use of network flukes and other equipment.

Provide tier 2 level support to administrators of Microsoft’s Enterprise customers. Handle complex customer cases; Identify, investigate, research, and provide resolution on user questions and problems including hardware, software, networking, or other designated client products. Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed. Support includes online and hybrid deployments and analyzing business needs to provide the best solution for Microsoft 365 customers. Collaborate closely with Microsoft escalation engineers on complex technical cases ensuring customer resolution with consistent high ratings from customers avg 4.5 – 5 out of 5; and top marks from QA’s for attaining all SLA metrics. Resolve support tickets daily on Office 365 issues relating to Exchange Online, Identity, Outlook, Security & Compliance, and Active Directory for customers through delivering advanced troubleshooting and problem-solving solutions. Analyzed business needs to provide the best solution for Microsoft 365 customers while maintaining detailed technical documentation for each case closed.

Washington, Dc, Us

Shift supervisor ensuring completeness of organizational objectives and directly managing 15 workers. Recorded and maintained all maintenance paperwork as well as administrative paperwork in support of assigned teams and their individual and collective training requirements.  Oversaw and supervised 38 technicians during day-to-day operations and maintenance for 22 large military aircrafts. Developed a tracking system utilizing Excel spreadsheets to correct deficiencies within a complex training tracking program.  Maintained the personnel record for over 25 personnel ensuring qualifications were accurately tracked, medical readiness standards were met, and that all records were logged. Responsible for shift assignment. Creating off-site teams for vital repair missions, HR problem solving, and performance reviews as well as coordinating supervisor development and training meetings. Tool Control Program Manager, responsible for managing inventory and maintaining discrepancy reports for tools worth over $10K and maintaining records for replacement tools and parts for disposition.

Washington, Dc, Us

Responsible for inspecting mechanical, hydraulic, and structural systems and diagnosing malfunctions. Use appropriate repair equipment to repair aircraft parts and ensure all assigned equipment is fully mission capable. Ensure compliance with aviation safety rules and regulations Responsible for curriculum implementation, development and the documentation of technical and regulatory training as required through Naval Auditors in excess over 30 specialties.  Responsible for 22 large aircraft valuing over $200M ensuring aircraft diagnostics and repair through effective troubleshooting and highly coordinated communication across multiple entities.  Utilized aircraft support equipment and special tools to include heavy equipment tools to conduct overhauls, major/minor repairs to ensure operational readiness of 100% of all assigned equipment prior to major global contingency.  Proficient with illustrated part breakdowns and parts requisition.

Provide administrative support to ensure efficient operation of the office. Answers phone calls, schedules meetings and supports customers, vendors, and internal stakeholders. Supported managerial team through scheduling employees based on business needs and seasonal metrics. Responsible for customer success program and ensuring each customer is heard, validated, and addressed in a prompt manner to align with best practice business objectives. Maintained customer database and client referral program to ensure correct service and repeat business.  Ensured new customer calls and scheduled appointments for the store manager and five sales associates, coordinated referrals to appropriate departments as needed for clients.  Performed a wide range of administrative and financial duties to include preparing reports and correspondences, filling pertinent data, and using customer relationship management tools to track over 2,000 clients per annum.  Highly effective customer service skills within a high-volume and dynamic environment. Relied upon heavily to resolve customer issues and rapidly solve problems while sustaining client trust.

Bachelor Of Science - Bs, Cyber Security

Computer User Support Specialist

Associate'S Degree, General Studies