Mark Corral
Piscataway,NJ
Summary
Skilled Field Service Analyst with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of RWJBH Infrastructure and environment.
Overview
10
10
years of professional experience
Work History
Field Services Analyst
RWJBARNABAS HEALTH
Somerville, NJ
06.2021 - Current
- IT support services for RWJUH Somerset
- ServiceNow Ticketing System
- Break/Fix Tickets
- IMAC Tasks
- Offline Remediation
- A/V Support
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Break down and evaluate user problems, using test scripts, personal expertise and probing questions.
- Patch software and installed new versions to eliminate security problems and protect data.
- Help streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Devised solutions to operations issues related to Epic and Windows/MAC OS, working closely via phone, email, live chat and web teleconference.
- Retained existing clients and develop new accounts by extending high quality and efficient support service.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Work flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintain energy and enthusiasm in fast-paced environment.
Field Services Analyst
TEKSYSTEMS, RWJBARNABAS HEALTH
10.2020 - 06.2021
- IT support services for RWJUH Somerset
- ServiceNow Ticketing System
- Break/Fix Tickets
- IMAC Tasks
- Offline Remediation
- A/V Support
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
Desktop Support Specialist
HUMANSCALE
03.2020 - 05.2020
- IT support via e-mail, phone and In-person
- Upgraded over 1100+ end users to new software applications
- Remote software support utilizing Bomgar
- Software Installation: SCCM, Crowdstrike, Microsoft Teams, Webroot, Infor CRM Xbar
- Supported and resolved issues within Office 365, MS Teams, Windows 10, AD and other proprietary software applications
- Handled daily tickets utilizing Zendesk system
- Hardware/Software upgrades
Helpdesk Analyst
Barneys New York
NEW YORK
05.2015 - 01.2020
- Via e-mail, phone, and In-person support
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
01.2013 - 01.2016
- Mobile device support for executives
Helpdesk Agent
PWC
New York, NY
09.2013 - 05.2014
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Deskside Support Technician
Remedy Ticketing system, CHASE
03.2013 - 09.2013
- Excellent customer service and tier1/tier 2 support to office employees
- Handled an average 15-20 phone support calls per day
- Professionally assisted end-users in identifying and solving PC hardware (HP and Dell laptops), software and other related problems via phone and remote desktop support (PC Anywhere)
- Applied basic TCP/IP networking principles (Ping, IPConfig, MSConfig, etc.)
- Handled issues related to Windows OS platforms: Windows NT Server/XP
- Windows server 2012,2016
- Responsible for desktop installation of IBM Think Pads (T60 series) and HP TC1100 Tablets.
Education
A + Certification -
Bachelor of Science - Information Technology
Devry University
Skills
- Help Desk Support
- Documentation Development
- Software Evaluation
- Customer Service Support
- Analytical and Methodical
- Highly Professional
- Active Listening
- Defect Analysis and Resolution
- Multitasking and Prioritization
- Computer Diagnostics
- Collaborative Team Player
- Tracking and Documentation
- Friendly and Patient
- Resolving Problems and Incidents
- System Performance Assessment
- Issue and Resolution Tracking
- Training Materials Development
- Organizational Skills
- Interpersonal Skills
- Service Schedule Coordination
- Troubleshooting Network Issues
- Error Detection
- Verbal and Written Communi
Timeline
Field Services Analyst
RWJBARNABAS HEALTH
06.2021 - Current
Field Services Analyst
TEKSYSTEMS, RWJBARNABAS HEALTH
10.2020 - 06.2021
Desktop Support Specialist
HUMANSCALE
03.2020 - 05.2020
Helpdesk Analyst
Barneys New York
05.2015 - 01.2020
Helpdesk Agent
PWC
09.2013 - 05.2014
Deskside Support Technician
Remedy Ticketing system, CHASE
03.2013 - 09.2013
01.2013 - 01.2016
A + Certification -
Bachelor of Science - Information Technology
Devry University