Marisa Deritis Email & Phone Number

Bala Cynwyd, Pa 19004

Mt. Laurel Nj

Working on the PHH IT Service Desk as a contractor. Trouble shooting and documenting issues with computers, software and other electronic machines both over the phone and via email. Assist Team Players with day to day issues such as to reset passwords and walk them through the process of changing them to meet system policy requirements. Answer general questions about hardware, software and application issues for both internal and external Team Players.Assist remote Team Players with their web mail, Citrix, VPN, RDP, Mainframe and token access, as wells as Laptop, Blackberry, iPhone, printer and scanner issues.Assist internal callers with phone, PC, printer, fax, email, as well as other pieces of hardware and both proprietary and purchased software. Complete installs on both Laptops and Desktops such as IE, Adobe Flash, MS Office, Printers, Citrix, Java, duel monitors, wireless cards, RightFax and any other requests that come about via remote assistance.Providing outstanding customer service addressing customer concerns to PHH employees, contractors and partners to help bring quick resolutions to daily technical and non -technical issues. Escalate issues according to department responsibilities. Follow-up with callers to make sure their issues were resolved to their satisfaction and expectations.Document, search and research caller issues to ensure proper resolution of all issues while trying to resolve their issues on their initial contact.Logged Mainframe issues with IBM through Maximo ticketing system.

New Jersey

Creative Graphic Designer of periodic newsletter Managing and updating professional web sited as administrator via Wordpress application. In charge of updating web product and pricing on business website through FTP server connection. Creative consultant on producing and editing product imaging for jewelry company. Photo edits done through Photoshop CS5.Work on Mac OS and with Mac MS office 2007.Created detailed work reporting in Excel 2007 with product break downs on price points with company inventory. Created professional documentation for Marketing and Sales events in application iWork Numbers for MAC.

Provided phone and email support for Amtrak clients needing assistance, Maximo, WMS, Exacta and Paradigm applications. Reset windows password. Record all incidents/service requests into ISM ticket tracking system with clear and concise documentation.Creating, updating and following up with Amtrak HD (IBM) incident, service request in ISM. This includes new hire and application access requests. Following requests through to finalization of set for user. Assisted in remote testing of Maximo daily functions and reporting. Monitoring of WMS thin client and desktop through Citrix Management Console Shadow admin. Provided quick assistance for escalated issues and responded with professional communication.Successfully troubleshooting common issues for users with outlook, internet explorer and desktop technical issues to help with their daily functionality. Remote into user's computer using Dameware to assist with application and system errors. Training new employees with phone procedures, ticket data capture, processing and escalating reported requests. Also instructed on how to follow up and close reported requests. Created documentation for new troubleshooting processes for Application Support Team.

Ran and executed daily reports for Quality Assurance on help desk processes and ticket maintenance. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.Held meetings and Training sessions for overseas employees to successfully transition a new IMAC process to a help desk of 30 people. Updated and maintained and on line Knowledge Data Base, EKMS, to put in place contractual processes dedicated to the client. Successfully problem solved escalated issues for the clients' daily needs and uncommon requests with immediate attention. Provided phone and Email Support to internal and external clients. Record all incidents/requests into digital work flow tracking system with clear and concise documentation.

Provide phone and Email Support to internal and external clients. Record all incidents/requests into the Digital Work Flow tracking system with clear and concise documentation Manage Novell Accounts and AD accounts for Towers Perrin and EHRO accounts. Provided end user software assistance and training for Lotus Notes, Microsoft office, Adobe product suite as well as numerous off the shelf software titles and client specific custom applications Specifically Dedicated in IMAC processes and ticket dispatching involving security management.Training co-workers in IMAC processes to implement an additional form of knowledge base for our service level agreement to the Client. This resulted in an 88% of success.

Maintained patient files in accordance with compliance standards.Billing of commercial insurance companies for primary and secondary claims.Assist clients with explanation of medical insurance coverage and financial obligations.Knowledge of PC set up and installation, as well as various peripherals, data entry and updating files. Experienced in systems operations-training, trouble shooting computer issues for fellow employees. Executed and prepared reports for weekly meetings.Working knowledge of Dezine and sending electronic claims through Web MD and Navinet.

Create original web sites and graphics on a freelance basis. Manage all of my customer files and programming needs. Correspond with clients in a polite and prompt method.

Maintained and assembled computer work stations for new classrooms. Networked and installed new applications for specialized computer classes.Independently tutored students for exams and lab assignments.

Programming, Information Technology, Web Design

A High School Diploma, And Specialized; Office Procedures

Education record

Education record