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 Technicians. • 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.• Assists in improving IT services by adding to department knowledge base.• Completes asset audit and supports asset inventory.• Adheres to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.• Evaluates and interprets requirements of key business stakeholders and end users to develop and implement solutions.• Resolves IT related issues, service requests and problems within established parameters.• Provides status updates to users on the status of their service requests and incidents.• Excellent communication skills, both written and verbal with the ability to communicate at all levels and the ability to conduct tasks independently in non-standardized (ever-changing) work situations

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.• Work closely with other Analysts to help diagnose and solve issues as they come up.• Resolves Level 1 issues, and escalate complex and/ or high priority issues to the appropriate support groups for resolution• Properly identify client issues, log tickets, and close tickets with known fixes• Maintain and consistently demonstrate knowledge of company guidelines, standard operating procedures, and practices.

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