Joe Marquez Email & Phone Number

San Francisco

San Francisco

Responsible for providing effective hardware and software support to the organization’s user population (currently 300+ staff members) in its national and field offices, in addition to managing the Helpdesk Support team and mentoring technical staff in providing excellent support. Ensure support team maintains the highest level of service for the entire staff. Perform a dual role in the Helpdesk Support environment.Technical Support:• Manage first Tier issues and requests via ticketing… Show more Responsible for providing effective hardware and software support to the organization’s user population (currently 300+ staff members) in its national and field offices, in addition to managing the Helpdesk Support team and mentoring technical staff in providing excellent support. Ensure support team maintains the highest level of service for the entire staff. Perform a dual role in the Helpdesk Support environment.Technical Support:• Manage first Tier issues and requests via ticketing system, telephone, and e-mail. Correctly triage, categorize and prioritize tickets as they are received.• Manage Active Directory Users, Computers, Global Groups and Published shared folders • Resolve local and remote-site hardware, software, network, and communication problems on HP desktops, Lenovo laptops, Macs, iPhone/iPad devices, printers and multi-function machines.• Document and track user issues and requests in an incident management application. Create knowledgebase articles and procedural documentation. • Deploy new hardware and software as required, including relocate and reconfigure personal workstations. Utilizing Symantec Ghost imaging software on desktops and laptops. • Technical lead for all webinars/online meetings using Adobe Connect, GoToMeeting and GotoWebinar.Helpdesk Team Lead:• Act as the primary contact for new and terminated user account processing in coordination with the Human Resources department. • Assist Helpdesk Administrators with management and prioritization of their trouble tickets throughout their lifecycle, with the aim of maximizing effectiveness and ensuring excellent customer service and user satisfaction. Mentor and train team on technical service issues. • Interface and collaborate with vendors on Helpdesk application projects and technical issues.• Primary contact for all Helpdesk related questions and concerns. Address all user escalations. Show less

Maintained server software and hardware to ensure supportability. Responded quickly to changing markets and conditions, updating firmware, drivers, and security patches. Collaborated closely with cross-functional engineering teams and external hardware vendors to resolve issues, as well as providing leadership and independent decision making skills. Deployed critical applications and server updates. Installed, configured, upgraded, and maintained Windows operating systems, servers, and… Show more Maintained server software and hardware to ensure supportability. Responded quickly to changing markets and conditions, updating firmware, drivers, and security patches. Collaborated closely with cross-functional engineering teams and external hardware vendors to resolve issues, as well as providing leadership and independent decision making skills. Deployed critical applications and server updates. Installed, configured, upgraded, and maintained Windows operating systems, servers, and software. Monitored security audits and defects, ensuring data integrity and recoverability. Created SCCM 2007 task sequences for Windows server update deployments. Designed Standard Operating Procedures (SOPs).• Maintained strong relationships with vendors, including Microsoft, Dell, IBM, HP, and VMware.• Consistently ranked in the top third of employees and received a bonus for the top 15% of staff.• Delivered projects on time and under budget and monitored project progress.• Managed technical teams, quickly troubleshooting complex and unexpected issues, identifying the root cause, and implementing critical security updates and corrective actions, mitigating risks. Show less

San Francisco Bay Area

Spearheaded release management for 10,000 Windows servers/desktops. Provided Problem Management Tier 3 (24x7) Oncall support, worked closely with hardware vendors, network enterprise team and Microsoft to diagnose, troubleshoot, and resolve complex and chronic issues. Utilized the Vantive Helpdesk and AT&T One Ticketing System (AOTS) for Trouble Ticket Management and Change Management activities. Oversaw file maintenance, Active Directory user/server administration, password security, backups,… Show more Spearheaded release management for 10,000 Windows servers/desktops. Provided Problem Management Tier 3 (24x7) Oncall support, worked closely with hardware vendors, network enterprise team and Microsoft to diagnose, troubleshoot, and resolve complex and chronic issues. Utilized the Vantive Helpdesk and AT&T One Ticketing System (AOTS) for Trouble Ticket Management and Change Management activities. Oversaw file maintenance, Active Directory user/server administration, password security, backups, system configuration, and installation. • Provided ongoing 24X7 on-call support for Windows servers, operating systems, and networks.• Significantly increased the server to Sysadmin ratio from 15:1 to 100:1.• Identified complex and critical issues within strict deadlines and provided internal status reporting.• Implemented VMware virtualization and consolidation solutions, reducing costs.• Speed in resolving unexpected issues/problems. Show less

San Francisco Bay Area / San Diego Area

Managed operations for the Hayward and San Diego Data Center and provided technical expertise, project management, and guidance to the Windows Server and Desktop Support team. Implemented and maintained new servers and applications. Diagnosed, troubleshot, and resolved issues and maintained backups and security systems. • Created and implemented effective project management and change management strategies.• Developed process improvements and implemented innovative tools to improve… Show more Managed operations for the Hayward and San Diego Data Center and provided technical expertise, project management, and guidance to the Windows Server and Desktop Support team. Implemented and maintained new servers and applications. Diagnosed, troubleshot, and resolved issues and maintained backups and security systems. • Created and implemented effective project management and change management strategies.• Developed process improvements and implemented innovative tools to improve performance.• Worked with other ITO entities to develop, validate, and update standards.• Collaborated closely with vendors, including Microsoft, IBM, and HP to resolve complex problems. Show less

Bachelor Of Arts (Ba), Industrial And Product Design - Electronics

Mcse Certification