Carlos Marquez Email and Phone Number

Leadership and Development: Lead and mentor Level 1 and Level 2 Technicians, providing them with the skills and knowledge necessary to effectively resolve technical issues.Technical Expertise: Serve as a Fresh Service Administrator, streamlining workflows to enhance overall service delivery.Customer-Centric Approach: Committed to delivering exceptional customer service by effectively managing ticket queues, monitoring service level agreements, and resolving issues promptly.Process Optimization: Actively contribute to the ongoing enhancement of processes and procedures, assessing system effectiveness to improve operational efficiency.Performance Tracking: Conduct regular analyses of help desk performance metrics to pinpoint trends and opportunities for improvement, ensuring timely ticket resolution and high service standards.Escalation Support: Serve as the key escalation point for critical issues, taking responsibility for complex internal and external challenges to provide effective solutions.

• Incident Management:o Successfully resolve an average of 200+ tickets per month in Freshservice ITSM.o Perform full range of problem analysis and resolution of Service Desk incident calls for staff at 120+ schools across the Inland Empire. o Receive and respond to incidents and service requests for technical assistance from end-users. o Troubleshoot, diagnose, and resolve hardware, software, and network connectivity problems on-site, by telephone, or via remote sessions. o Diagnose hardware, software, and network malfunctions; research potential solutions, replace components and perform other maintenance and repair.o Maintain accurate documentation of incident response troubleshooting steps and resolutions, and communication with stakeholders.• Asset Management:o Install, configure, test and maintain user computer hardware, software, wireless devices, printers, projectors and telephone equipment.o Install, configure, and upgrade hardware and standard software in accordance with established end-user profiles.o Configure telephone system features including voice mail.o Maintain accurate records of asset inventory, equipment state, and issue Property Agreements.• Customer Service:o Ensure delivery of excellent customer service through fast and thorough response to requests and probing for information regarding the technical issue, communication, and coordination with other IT staff to resolve technical issues.o Train, and instruct end users to ensure their ability to use new and/or existing software and hardware.

Previous roles held: Quality Assurance Coach / Trainer, Site CoordinatorConsulted, informed, designed and operationalized STEM programs for K-12 youth by partnering with school administrators, industry experts and both internal and external I.T. personnel to facilitate the use of technology in classrooms. • Program Management o Led an organizational wide initiative to provide computer science experiences at 100+ schools. o Forged relationships with district partners that resulted in retention and expansion of existing business in the form of new positions and augmented programming.• Coaching and Training o Implemented annual performance evaluations for full-time and part-time team members, goal setting, professional development, and conflict resolution with site leadership and frontline staff. o Trained and developed staff in line with the objectives, policies, and procedures of the organization.• Community Outreach o Served as a contact and liaison with the public, and outside agencies and organizations by responding to external inquiries. o Prepared a variety of public outreach and information materials to be distributed in multiple school districts.