Sonia Marroquin
Desktop Support Analyst 1
San Antonio,TX
Summary
First-rate Desktop Support Analyst with 10+ years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge supporting Microsoft Windows operating systems, Microsoft Office suites, desktop and mobile computing support, and subject matter expert on software: Service and Asset Manager, Excel, Desktop Admin Console etc.. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
Skilled Technologist with experience configuring computers, laptops and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Desktop Support Analyst 1
Valero Services
San Antonio, TX
09.2011 - Current
- Documented knowledge acquired and technical specifications into a knowledge management system.
- Administers Windows desktop operating systems, Microsoft Office suite and other desktop software applications
- Monitors and reconciles incident tickets assigned to team’s queue daily to make sure that our users get assisted in timely manner to prevent downtime on their job.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals, to make sure that we have enough inventory to deploy when needed.
- Used HP Asset Manager to keep hardware inventory as accurate to provided reports to departmental manager.
- Maintains the acceptable goals for team’s scorecard.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Collaborated with Desktop Operations group to coordinate the adoption of new procedures resulting from upgrading Windows Operating system, Office Software Products and hardware changes in campus and some refineries including the development of system specifications, documentation, training, and communication plans
- Developed effective work relationships within departmental and functional lines at various job levels with business users, IS Accounting, SCADA and Global Technical departments and Valero business partners.
- Provided knowledge transfer, coaching and mentoring to various contractor that helped with on going PC/laptop replacement through the years.
- Collaborated with vendors like Dell to locate replacement components and resolve advanced problems.
Desktop Technician Contractor
Select Staffing Agency
San Antonio, TX
07.2005 - 09.2011
- Provided technical support for 1,000 + users and ensure proper maintenance of workstations, printers and peripherals .
- Configured hardware, devices and software to set up work stations for employees.
- Worked directly on the PC/laptop replacement Project for several years, by interviewing users before upgrading their computer equipment in regards to software used, overseeing correct provisioning access rights and software entitlements in accordance to to company policies on licensed software.
- Provided tech support to users after their computer upgrade, to make sure that all their programs and access worked just before upgrade.
Education
Computer Networking Specialist
Kaplan College- San Antonio (Formerly SACMDA)
7142 San Pedro Sjite 100 09.2003 - 04.2005
Skills
Customer service expert
Desktop support
Flexible and Adaptable
Teamwork and Collaboration
Critical Thinking
Excellent Communication
Self-Motivated
Technical issues analysis
Software diagnosis
Certification
ITIL Foundation
Timeline
ITIL Foundation
06-2013
Desktop Support Analyst 1
Valero Services
09.2011 - Current
Desktop Technician Contractor
Select Staffing Agency
07.2005 - 09.2011
Computer Networking Specialist
Kaplan College- San Antonio (Formerly SACMDA)
09.2003 - 04.2005