Anthony Velazquez
Willowick,OH
Summary
IT Specialist versed in software administration and data communications. Service Desk Analyst with almost 3 year of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
5
5
years of professional experience
Work History
Finance Systems Analyst
Cleveland Metropolitan School District
Cleveland, OH
03.2022 - Current
- Led implementation, development, maintenance for ePayables, eProcurement within Workday and other systems.
- Primary escalation point for customer-related system issues and work with district end-users to diagnose and resolve Finance functional issues.
- Managed/coordinated multiple projects and successfully prioritized multiple support tasks, including the external systems that integrate and/or interface with Workday in support of Finance (accounting) and Procure-to-Pay functions
- Configured, tested, and implemented system business processes and functions for Procurement, Supplier Accounts, Supplier Portal and Expense modules.
- Collaborated with IT and Communications departments to maintain and update websites and other communications locations (i.e., SharePoint, INSITE) to communicate with internal and external stakeholders.
- Collaborated with Subject Matter Experts (SMEs) to ensure that testing scenarios are created and executed for all configuration updates.
- Assisted core users in the preparation, maintenance, and updating of data across multiple systems.
- Assisted Finance functional resources with report development or maintenance and data visualization tools.
- Escalated issues and risks to team management and district leadership as needed.
- Configured and managed SharePoint sites, libraries, lists, content types, and columns.
- Migrated existing documents from legacy systems into SharePoint document libraries.
- Worked closely with IT staff members responsible for maintaining hardware infrastructure supporting the SharePoint environment.
- Conducted or supported training for district staff, suppliers, and external agencies, as necessary, about finance systems, processes, and procedures.
- Participated in efforts to enhance and improve business processes and effectively use available technology in support of District processes.
- Analyzed metrics, reports, and key performance indicators to determine efficiency, cost-effectiveness, and alignment of Workday functions with District goals.
- Supported finance department with IT troubleshooting as needed.
Warranty Lead
Computer Aid Inc. (Cleveland Metro Schools)
Cleveland, OH
08.2021 - 03.2022
- Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Installed, configured and set up PCs for optimal operation and reporting.
- Assisted in technical support process refinement to improve customer service and support.
- Organized repair and replacement of PC components and systems.
- Maintained inventory of IT supplies by checking and documenting levels regularly.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Organized claims paperwork and booked appointments with customers.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Streamlined preventive maintenance repair processes to support timely completion.
- Processed warranty claims for customers and managed the status from start to finish while providing frequent status updates to users.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed logistics of incoming and outgoing shipments.
- Collaborated with fellow team members to manage large volume of claims.
Service Desk Analyst
JW Affinity IT (Cleveland Metro School District)
Cleveland, OH
08.2020 - 08.2021
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Upgraded laptops/desktops, improving speed and performance.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Updated and reconfigured existing and new computers with current software and operating systems.
Company Manager
Mejia Carpet Installation LLC
Cleveland, OH
11.2019 - 01.2021
- Analyzed operational performance and implemented plans to attain organizational and financial goals.
- Maintained schedule of appointments and conducted reminder calls to eliminate no shows.
- Handled consumer complaints related to carpets and upholstery to address concerns and answer questions.
- Operated and maintained company vehicle, keeping accurate records of mileage and service calls.
- Collected materials, tools and equipment and delivered to job sites to support job needs.
- Performed heavy labor such as hauling carpet and padding.
- Reported maintenance and repair needs for transportation vehicles and equipment.
Education
Associate of Arts - Business Administration
Lakeland Community College
Willoughby, OH05.2023
2 Year Construction Trades Graduate - Construction Trades
Excel Technical Education Career Consortium
Mayfield, Ohio05.2019
High School Diploma -
North High School
Eastlake, OH05.2019
Skills
- Cost control and tracking
- Vendor management
- Records management
- Administrative support
- User technical support
- Hardware repair
- Quality assurance controls
- Diagnostics
- Preventive maintenance
- Troubleshooting and analysis
- Service desk support
- Software upgrades
- Computer maintenance
- Friendly, positive attitude
Affiliations
- Excel Technical Education Career Consortium Senior Departmental Award (May 14, 2019)
Timeline
Finance Systems Analyst
Cleveland Metropolitan School District
03.2022 - Current
Warranty Lead
Computer Aid Inc. (Cleveland Metro Schools)
08.2021 - 03.2022
Service Desk Analyst
JW Affinity IT (Cleveland Metro School District)
08.2020 - 08.2021
Company Manager
Mejia Carpet Installation LLC
11.2019 - 01.2021
Associate of Arts - Business Administration
Lakeland Community College
2 Year Construction Trades Graduate - Construction Trades
Excel Technical Education Career Consortium
High School Diploma -
North High School
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