Marlon Jasso Email & Phone Number

Modified, supported, maintained, and tested business application systems, providing education and documentation to ensure smooth implementation and usage.Participated in team projects to analyze, evaluate, and implement new business systems, communicating findings and updates to coordinators, team members, and IS management.Maintained positive relationships with customers, serving as an advocate for their business application needs and ensuring effective communication with leaders and team members.Assisted in creating and maintaining manuals, documentation, and standard operating procedures, while adhering to change control principles to manage system modifications across multiple sites.Collaborated with other staff members, supported and guided team members, and performed additional duties as assigned, fostering a respectful working and learning environment.

Demonstrated strong analytical skills and problem-solving ability, adept at handling multiple priorities in high-pressure situations while remaining flexible to support evolving technologies.Effectively communicated IT concepts to both technical and non-technical stakeholders via phone, email, and instant messaging, maintaining a high level of professionalism and superior customer service.Proficient in networking terminology, modern help-desk software, and Remote Monitoring and Management (RMM) tools, with experience in virtual environments and remote connectivity software (RDP, Citrix, VPN clients).Experienced in managing Active Directory user rights, permissions, organizational units, and security groups, supporting the Microsoft Office suite in an Exchange environment, and deploying software across Microsoft Windows 7-11 Professional operating systems.Utilized ticket tracking software to promptly respond to incidents and requests, categorized, diagnosed, and resolved issues, ensuring user satisfaction and accurate documentation throughout the technical support life cycle.Collaborated with IT teams to share knowledge, adapt to new technologies, and coordinate functions effectively, adhering to organization IT policies and procedures while participating in special projects as required.Proactively identified and learned appropriate software/hardware used by the organization, providing end-user training as necessary and escalating tickets to appropriate support teams according to predefined service level agreements (SLAs).

Greeted customers upon arrival and responded to all customer account inquiries.Processed standard teller transactions, including servicing client accounts, managing safe deposit box payments, and cashing checks.Handled customer deposits, withdrawals, and payments in a professional manner.Demonstrated ability to manage multiple tasks, including strong organizational skills in managing backlogs and record maintenance.Received praise from management and peers for effective communication, record-keeping, and conflict resolution capabilities.

Resolved customer issues by being proactive, patient, empathetic, and understanding. Utilized experience and logical thinking to identify the root cause of issues and help customers find resolutions.Utilized Teleperformance software to respond to inquiries regarding customer accounts, handling sensitive information, including billing, customer subscriptions, and personal information.Developed extensive fact-checking and research skills by continuously reviewing customer issues and complaints.Prioritized and organized tasks to efficiently accomplish service goals.Maintained focus and awareness while working in a highly fast-paced and continually evolving environment.