Maria Olivar Email & Phone Number

Concord, California

As an application support analyst I engage in any incoming support issue. Our team is the one stop shop for support and requests handling simple tasks like password issues to comlex tasks like queries on the database. We handle level 1, level 2 and some level 3 support on all major applications and systems at Assetmark.

Provide tier 1 hardware and software support for Genworth Financial employees seeking assistance.Provide a positive support experience, excellent customer service.Troubleshoot and provide technical instruction on hardware and software to end- users.Respond to major outage emergencies and provide follow-up per established procedures.Escalate problems when necessary to appropriate second tier support and/or contact third party vendors to ensure timely and complete… Show more Provide tier 1 hardware and software support for Genworth Financial employees seeking assistance.Provide a positive support experience, excellent customer service.Troubleshoot and provide technical instruction on hardware and software to end- users.Respond to major outage emergencies and provide follow-up per established procedures.Escalate problems when necessary to appropriate second tier support and/or contact third party vendors to ensure timely and complete resolution.Perform remote supportRe-install software updates for end-users.Effective queue and ticket management, logging all reported problems and issues from end-users.Able to utilize any collaboration tools (Pandion, Outlook, Snag It, Courion, etc).Exercise independent judgment within established procedures to determine appropriate action to be taken.Able to set priorities and to work independently and effectively in a team environment.Processing of new employee tasks (i.e. account creations, equipment requests, etc.)Schedule Video Teleconferencing meetings.Email and network ID administration (create mailbox on active directory and share groups)Provide support for Microsoft Office (Outlook, Excel, Word) Email and network ID administration (create mailbox on active directory and share groups). Show less

2009* Answered all incoming calls from about 450 stores and corporate offices in a timely manner including emergency hotlines and high priority calls.* Demonstrated the ability to analyze, evaluate, and resolve hardware and software conflicts.* Responded to major outage emergencies and provided follow-up per established procedures.* Communicated well with all levels of the organization and delivered information in a timely manner.* Trained new analyst and… Show more 2009* Answered all incoming calls from about 450 stores and corporate offices in a timely manner including emergency hotlines and high priority calls.* Demonstrated the ability to analyze, evaluate, and resolve hardware and software conflicts.* Responded to major outage emergencies and provided follow-up per established procedures.* Communicated well with all levels of the organization and delivered information in a timely manner.* Trained new analyst and served as a resource to others.* Provided guidance to less senior help desk staff.* Served as specialist in Retek Merchandising System (RMS)/New Item Request System (NIRS) and Sensormatic within the Help Desk prior to escalating issues.* Reported weekly the progress on remodel stores in relation to Sensormatic equipment.* Assisted supervisor with documenting procedures.* Served as backup to supervisor.* Performed 14% of the unit's work; averaged 1135 tickets per month, the second highest in the unit. Show less

* Supervised photo department to ensure a pleasant environment for employees and customers to shop in.* Maintained department well stocked and clean.* Reduced and reorganized inventory.* Regulated all orders to ensure good inventory levels.* Re-assured customer service to all our customers.* Attended manager meetings to ensure quality service.

* Maintained photo lab in compliance with store and state audits.* Increased photo production to reach top sales in our district.* Trained new photo lab employees.* Served as first contact in troubleshooting equipment in the photo lab.* Ordered photo lab supplies to ensure a working department.* Performed weekly, quarterly and yearly maintenance on lab equipment.