Mark Anthony Quinonez Email and Phone Number

Oversaw technical support for a 400-person organization, managing multiple IT projects, from hardware replacement to user experience improvement. Achieved a 65% reduction company wide in phishing email interactions through monthly cyber security training presentations. Consistently resolved over 100 tickets weekly, driving significant improvements in operational efficiency.• Provided advanced technical support for Windows clients and servers, addressing hardware, software, and network-related issues becoming a top performer for IT Service Desk in number of completed tickets.• Served as a key point of contact for technical inquiries, offering friendly and effective support through various channels for the executive team.• Documented all work performed in ServiceNow, creating detailed reports to track ticket resolution and team performance.• Created comprehensive guidelines and visual aids to enhance troubleshooting processes.• Led hardware and software inventory management, collaborating with vendors and service providers to expedite and resolve issues.

Improved client satisfaction by providing tailored financial solutions and efficiently managing account transactions, leading to streamlined branch operations and notable client relationship success.• Analyzed client financial data to provide tailored loan and credit options, resulting in increased client satisfaction and retention.• Utilized data analysis to identify trends in client transactions and provided insights for improving branch operations.• Recognized by district manager for excellence in maintaining member relationships, leading to promotion to IT Service Desk Specialist within one year of employment.

• Leveraged data-driven insights in customer preferences and sales trends to inform personalized service strategies, resulting in enhanced customer satisfaction.• Utilized sales data to identify opportunities for upselling, contributing to a 25% increase in regional credit card sales and becoming the #2 representative in Southern California for approved credit accounts within one month.• Collaborated with store managers across multiple locations to analyze quarterly revenue targets, credit account acquisition goals, and customer satisfaction metrics, contributing to the achievement of company quotas.• Generated detailed reports on sales performance and customer feedback to inform strategic planning and improve service delivery.

Delivered expert technical support, resolving hardware and software issues, and contributed to network security and IT projects, enhancing efficiency and client satisfaction.• Provided technical support to clients and staff, including troubleshooting hardware and software issues, and resolving common system problems.• Conducted training sessions on software applications, security procedures, and computer literacy.• Collaborated with experienced IT technicians on network security, PC assembly, and advanced IT projects.• Demonstrated strong customer service skills by effectively communicating technical information to non-technical users.

• Spearheaded a waste management research project for the County of L.A. (Curb Your Food Waste Program), analyzing data to identify key areas for process improvement and sustainability.• Coordinated multiple assignments, including streamlining project awareness among stakeholders, data collection, and implementing statistical samples to measure the project's success probability.• Conducted data analysis and created detailed reports to evaluate the effectiveness of the waste management program, providing actionable insights for stakeholders.• Supervised, mentored, and motivated a team of 5, providing constructive feedback to ensure individual and team performance goals were consistently achieved.

• Analyzed customer interactions and feedback to identify trends and areas for improvement, enhancing service delivery and customer satisfaction.• Maintained accurate records for Accounts Payable using Excel and QuickBooks, ensuring precision in reviewing client invoices, purchase orders, and contract documentation.• Collaborated with team members during high call volume periods, streamlining processes to improve efficiency and reduce response times.• Provided training to new hires on customer service quality standards, operating procedures, and teamwork, contributing to a cohesive and high-performing team.