Mariah Bahe Email & Phone Number

• Provides first tier technical support to internal and external customers; installs, configures, troubleshoots, monitors, and maintains customers' desktop software and hardware; supports mobile workforce• Consults with customers on all aspects of end-user computing and desktop based systems software; resolves more complex, less defined issues • Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system • Maintains passwords, data integrity, and system security for the desktop environment • Provides technical support and guidance through Tier II support, training, and publication of documentation; seeks hardware repair through outside vendors.• Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains integrity of the LAN software and hardware• Performs LAN security procedures including implementing log-in requests; evaluates new products and technologies to determine impact on existing system configurations.

• Conducts daily desktop systems administrations tasks such as loading operating systems, imaging Windows laptops, updating firmware and BIOS, installing latest patches and anti-virus, routine maintenance, change management and regular documented reporting of system maintenance.• Manages and maintains inventory of all site desktop/peripheral equipment, conducts all hardware lifecycle tasks according to agency policy, and coordinates inventory management tasks with the customer’s lead.• Provides excellent customer service with in depth knowledge of Windows 10, MS Office Suite 2016/2019, and ability to support mobile device operating systems (Android, iOS, BlackBerry).• Conducts support for desktop, laptops, computer peripherals, printers and multi-functional devices. • Provides technical assistance, support for large conferences, consultation, and briefings as required.• Sets up and administers complex multi-tier computing system environments.• Develops and maintains technical documentation, system inventory and diagrams.• Performs daily checks and maintains uptime for all active client systems.• Participates in and contributes to a team approach for end user support and problem solving.• Provides proactive support of all systems and applications.• Receives, creates and assigns ServiceNow tickets alongside Tier 3 IT ServiceDesk.• Available for off-hour/on-call support as required.• Responsible for aiding in own self-development by being available and receptive to all training made available by the company.• Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.• Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.• Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system• Provides technical support and guidance through Tier II support, training, and publication of documentation; seeks hardware repair through outside vendors• Conducts site surveys, implements moves and preparing tests and applications for monitoring desktop performance, then provide performance statistics and reports. adds/changes modifications to existing equipment through work-request system.• Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages, implements prototypes, and consults with customers on selection of software applications• Manages hardware inventory using asset management software• Creates and implements software distribution methods and standards• Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains integrity of the LAN software and hardware

Albuquerque

• Provides first tier technical support to internal and external customers; installs, configures, troubleshoots, monitors, and maintains customers' desktop software and hardware; supports mobile workforce• Consults with customers on all aspects of end-user computing and desktop based systems software; resolves more complex, less defined issues • Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system • Maintains passwords, data integrity, and system security for the desktop environment • Provides technical support and guidance through Tier II support, training, and publication of documentation; seeks hardware repair through outside vendors• Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system • Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages, implements prototypes, and consults with customers on selection of software applications • Manages hardware inventory using asset management tool • Creates and implements software distribution methods and standards• Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains integrity of the LAN software and hardware• Performs LAN security procedures including implementing log-in requests; evaluates new products and technologies to determine impact on existing system configurations

Albuquerque, New Mexico Area

• Perform online and phone services for members and potential member through incoming call and online requests. • Assisted in online trouble shooting of software used in financial banking and mobile application support.• Inputs member transaction requests for account data changes, transfers, check withdraws and loan payments. • Performs operational duties such as MSC opening and closing, security, research & reporting, account reconciliation and auditing.

Austin, Texas Area

• Engage customers using selling skills to build complete solutions while maintaining a balance of high velocity and high service. • Communicate to customers whats possible with technology. • Use all relevant sales tools including online learning to drive profitable growth and exceed department goals. • Help answer questions and resolve customer issues. • Provide peer feedback and coaching to Sales Transaction Assistants to improve business results and customer experience. • Act as a peer leader to Sales Consultants.

Austin, Texas Area

• handles service traffic, making sure clients get their issues assessed and are connected with the best service for their tech problem. • quickly and accurately manage the inbound and outbound phone calls• successfully manage the escalation process with third party vendors and internal service center repairs. • manage shipping and receiving in addition to performing basic repairs and software installations.

Austin, Tx

• Uses daily status reports to monitor and inform customers as to the status of orders and changes in delivery dates• Provides information concerning vendor and product information; assists customer in comparing product features• Evaluates and decides price quotes based on sales margin criteria• Assists Account Managers in preparing bids, by understanding manufacturer programs such as special bids, education and government pricing and specials builds.• Sets up and maintains pricing profiles in internal databases and programs;• Visits customer accounts with Account Manager as needed• Participates in manufacturer or distributor expositions and new product shows• Ensures customer satisfaction standards are achieved and maintained• Enters order, searches for product availability, and processes orders using the internal systems• Updates/alters orders• Monitors customer payments and credits using internal purchasing, accounts payable, and accounts receivable functions• Determines and documents decisions concerning customer credit and re-bill situations• Generates profit margins through cross sell and up sell activity• Develop, maintain, and leverage strong relationships with OEM partners and distributors including Apple, Microsoft, Cisco, HP, Dell, etc.

Austin, Texas Area

• excel at selling products and services, working closely with other members of the sales team.• accumulate the appropriate knowledge and expertise through continuous learning and self-development. • create ease and add value to the customers' shopping experience• ensuring customers’ end-to-end needs are met. • deliver unique customer value by developing strong relationships with customers, bringing them a little closer to family and friends by helping them close the gaps with technology.

Computer Science, Computer And Information Sciences And Support Services

Computer Science