Marcel Rieara Email & Phone Number

Austin, Texas, United States

Asset Mnanagenegt: Mange incoming assets through the inventory process Day to day oversight of imagingNew hire and terminations

Austin, Texas, United States

• Provides Tier 1 and Tier 2 desktop and remote technical support to state employees by diagnosing, troubleshooting, and repairing issues with Windows, computers & tablets and is the primary escalation point for the.
• Diagnoses and supports other technology devices, including printers, projectors, cellular phones.
• Installs and troubleshoots software.
• Delivers new hardware to employees and classrooms, including imaging, configuration of desktop applications, asset tagging, and initial end-user training.
• Utilizes the ticketing system to receive, prioritize, and respond to support requests.
• Meets department standard for tickets per day, total tickets resolved, average resolution time and customer satisfaction.

Austin, Texas, United States

• Expert experience in an IT Service Desk environment, with high call volume
• Exercise strong professional verbal and written communications skills, documentation, customer service, and interpersonal skills.
• Experience with ServiceNow Incident Management and Requests (creating and handling)
• Experience with Windows 10, Windows 7 and Windows XP operating system software
• Strong Leadership and “self starter” characteristics
• Use the Knowledge Management system to locate solutions to standard problems.

Florida

• Provided base level IT support to company personnel.
• Interacts with customers to assist with a variety of customer inquiries and issues.
• Represents a positive, professional, and ethical manner while working to exceed customers’ expectations while minimizing need for further escalation
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems.

Pennsylyvania

• Diagnose mechanical problems and determine how to correct them, checking blueprints, repair manuals, or parts catalogs, as necessary.
• Order parts, supplies, or equipment from catalogs or suppliers.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
• Keeping up-to-date technically and applying new knowledge to your job.
• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Supervised the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Reviewed records or reports pertaining to activities such as production, or shipping to verify details, monitor work activities, or evaluate performance.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Collaborated with other departments as necessary to meet customer requirements, in the case of shortages, to minimize negative impacts on a business.
• Confer with logistics management teams to determine ways to optimize service levels, maintain supply-chain efficiency, or minimize cost.
• Requisition and store shipping materials and supplies to maintain inventory of stock.
• Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors

Associate'S Degree, System, Networking, And Lan/Wan Management/Manager

Security +, Information Technology

Lean Six Sigma Yellow Belt

Information Technology

General Studies