Marcella Zavala Email & Phone Number

Englewood, Co, Us

Centennial, Colorado, United States

Denver

In this role, I support end users by effectively analyzing and providing resolution to issues on various diverse enterprise applications; MS Dynamics AX (ERP), UltiPro (HR software), SharePoint, BI360 (financial reporting software) and Epicor (legacy financial software).♦Identify business needs and collaborate with technical team to improve systems/applications across the organization, for increased efficiency and cost-reduction.♦Create application support documentation; ensure… Show more In this role, I support end users by effectively analyzing and providing resolution to issues on various diverse enterprise applications; MS Dynamics AX (ERP), UltiPro (HR software), SharePoint, BI360 (financial reporting software) and Epicor (legacy financial software).♦Identify business needs and collaborate with technical team to improve systems/applications across the organization, for increased efficiency and cost-reduction.♦Create application support documentation; ensure process is followed for every incident.♦Monitor ticket queue to ensure the correct classification and priorities are assigned to each ticket.♦Conduct incident/problem management and root cause analysis to resolve issues.♦Conduct incident/problem management and root cause analysis to resolve issues.♦Contribute to the implementation and rollout of new or existing applications and updates into QA, UAT and production environments.♦Create site pages for individual teams/departments in SharePoint; Career Paths and NCM Cares.♦Train users on new systems; AX, BI360 SharePoint and UltiPro.♦Participate in security and application audits to ensure SOX compliance.★Contribute on team to upgrade to new MS Dynamics ERP system across organization for financials, timesheets, and expense reports. Upgrade resulted in cost-savings by consolidating multiple applications into new ERP solution.★Instrumental in conducting user training which decreased the number of help desk calls/issues for enterprise applications. Show less

I was promoted to provide Tier 2 technical support on multiple enterprise applications, on team of four, to support ~700 end users.♦ Troubleshot and resolved computer, network, mobile device, and application issues.♦ Partnered with Finance Team to ensure company invoices were paid on time without incurring late fees. This allowed for collaboration on integration based upon knowledge gained from finance users and overall company procurement.♦ Acted as primary liaison for… Show more I was promoted to provide Tier 2 technical support on multiple enterprise applications, on team of four, to support ~700 end users.♦ Troubleshot and resolved computer, network, mobile device, and application issues.♦ Partnered with Finance Team to ensure company invoices were paid on time without incurring late fees. This allowed for collaboration on integration based upon knowledge gained from finance users and overall company procurement.♦ Acted as primary liaison for vendors and suppliers; nurtured and grew vendor relationships according to internal standards.♦ Managed purchasing for 90% of organizational hardware and software procured, collaborated with the VP of IT. Created and verified all purchase orders.♦ Oversaw purchasing of company mobile devices. (Android & iPhone). This included: renewals, break fix and billing.★Negotiated lower rates with vendors on company mobile plans, resulting in cost-savings.★Successfully managed billing to eliminate budget overage and ensured previous costs did not roll over to current year. Show less

I was promoted to Help Desk Administrator role as first line triage for internal users for all corporate systems and software components.♦ Provided Tier 1 support via phone, email, onsite and remote connection for account lockouts, password resets, application and mobile device issues, utilized Active Directory.♦ Entered tickets into Tech Excel help desk ticketing system and routed to appropriate team for resolution.★Effectively communicated with users, providing… Show more I was promoted to Help Desk Administrator role as first line triage for internal users for all corporate systems and software components.♦ Provided Tier 1 support via phone, email, onsite and remote connection for account lockouts, password resets, application and mobile device issues, utilized Active Directory.♦ Entered tickets into Tech Excel help desk ticketing system and routed to appropriate team for resolution.★Effectively communicated with users, providing excellent customer service and appeasing needs in a calm and tactical manner. Promptly resolved issues or located appropriate team to assign for escalation.★Exceeded SLA standards by prioritizing and promptly resolving issues.★Developed pertinent technical knowledge-base rapidly. Show less

I began in administrative role and was rapidly promoted based on excellent performance and growth potential.♦ Maintained Outlook calendar for scheduling.♦ Managed expenses and procurement budget.♦ Coordinated travel schedules for 50 personnel; airfare, hotel, and car rental.♦ Conducted orientation for new team members.