Mark Echevarria Email & Phone Number

United States

- Deploys and upgrades various desktops, laptops, tablets, and peripherals approved for installation byHemmersbach.- Provides Level 3 technical support to all AIG staff, including company executives and managers of alllevels.- Manages and troubleshoots user account information, including passwords, system permissions, and device settings.- Oversees the installation, support and decommissioning of rack servers, storage systems and networkequipment. Tracks inventory of hardware and software not currently in use.- Supports users both remotely and in-office, using remote software when required or possible. Responsible for on-site and/or remote installation, implementation, troubleshooting and/or repair of desktops,notebooks, printers, and associated peripherals.- Serves as company liaison with customer on administrative and technical matters, identifying problemswith existing programming and reporting trending issues to Hemmersbach management.- Aids in the setting up and relocating of employee stations, arranging networks to local printers and servers, as well as the upgrading of equipment and antivirus software.- Provides technical support after hours and on weekends as requested by management.- Among the leading technicians for iPad configuration project for external wholesaler team.

Woodland Hills, Ca

- Opened and closed an average of 180 tickets each month, working as needed to ensure technical problems are quickly resolved according to company standards and within the appropriate SLAs.- Trained new Client Services technicians to uphold department standards.- Escalated service request catalogs (SRCs) for upper management, or as directed by Client Servicesleadership.- Assisted Help Desk and Technology Services departments to prevent or eliminate backlogs.- Installed, maintained and optimized desktop/notebook configurations at customer sites (Windows 7, 10 and Mac OS).- Diagnosed and resolved product performance problems for Wi-Fi, printers, etc.

Woodland Hills, Ca

- Troubleshooted technical issues with Dell servers (hardware and software) in order to resolve issues forDell client American International Group (AIG).- Followed up with users via phone and email to ensure a total solution for their technical questions.- Assisted users by diagnosing problems and providing resolutions for technical and service issues.- Worked on customer technical issues that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.