Catyren Marquez Mata
Dunbar,WV
Summary
A Bachelor’s degree in Computer Science graduate, A solution-oriented, highly analytical, technology-inclined professional and resourceful IT support analyst. Experienced in providing network, hardware and software support to users. Seeking opportunity to expertly resolve challenging technical and non-technical issues while providing unsurpassed customer service.
Demonstrated Successes:
8 years providing IT support to thousands of users worldwide, earned a solid reputation for productivity, complex problem solution and professionalism.
Proven success working in high-volume 24/7 IT Help Desk Support. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and non-technical users and known for excellent problem-solving skills.
6 years experience of being a Laboratory Assistant and about 1 year providing IT support to healthcare workers in the Hospital
Overview
17
17
years of professional experience
Work History
Associate Service Desk Analyst
Charleston Area Medical Center, Hospital / Healthcare
10.2022 - Current
- Provides phone support to employees using Knowledge Database and other reference materials
- Received, analyzed, and log about 40-50 daily problem calls/voicemail into ITSM software (Cherwell)
- Supports interaction of I/S personnel to resolve problem calls
- Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
Laboratory Assistant
Charleston Area Medical Center, Hospital / Healthcare
06.2016 - 10.2022
- Registered patients and ensuring that correct information in entered into client bills, commercial bills, and Medicare billing
- Interprets and translates physicians' orders into test order codes with follow-up of unclear orders and diagnosis
- Retrieved and delivered specimens to appropriate departments and workstations
- Handles and prepares specimens for analysis by centrifugation and aliquoting
- Prepared various media for microbiology, Hematology, Urinalysis, Coag, Virology and Chemistry procedures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Processed patient specimens according to priority and documented results.
- Contacted physicians, nursing stations, or reference laboratories for resolution assistance with unusual test orders.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
Service Desk Analyst / NT Admin
TELUS International Philippines, Single Point, BPO
09.2012 - 08.2015
- Call Center/IT-Enabled Services/, First point of contact for both IT problems and inquiries regarding service issues, including desktop, laptop, peripherals, communication devices and application that are being used by all of company employees
- Accepted all user problems with policies and procedure via calls, chat, and emails
- Took ownership of all problems through diagnosis, investigation, and resolution
- Responded to escalation requests and notified management as required
- Followed up to ensure user satisfaction in highly client-focused environment
- High level of resolution on first contact, and accurate routing of tickets to next level of support.
Technical Support Representative
TELUS International Philippines, TELUS
02.2008 - 10.2009
- Performed troubleshooting and assisted customers regarding technical problems with ADSL/TELUS TV internet and home networking troubleshooting for clients.
Technical Support Representative
TELUS International Philippines, Dell CTS
02.2007 - 02.2008
- Assisted customers by diagnosing problems and providing resolutions for technical issues such us desktop and printer hardware/software troubleshooting
- Configured sharing of home wireless printer and fax machines
- Ensured proper escalations procedures are followed
- Performed work in accordance to standardized policies and procedures
- Able to resolve complex technical issues in addition to effective phone communication skills.
Education
Bachelor's Degree - Computer Science
AMA Computer College
Philippines03.2005
Skills
- Troubleshooting Network Issues
- Issue and Resolution Tracking
- Customer Communication and Empathy
- Emergency Service Coordination
- Tracking and Documentation
- Product Usage Education
- Technical Service Dispatch
- Microsoft Active Directory
- Applications: Microsoft Office 365 and Cerner
- Browser: Internet Explorer, Edge, Firefox, Chrome and Safari
- Ticket Tracking Tools: Remedy, Lynx, SAP and Cherwell
- Hardware: PCs, Laptop, MacBook, Tablets, Printers, Fax Machines, Router, Modem, and other PDAs
- Networking: LAN, VPN (Remote Connectivity), TCP/IP
- Platforms: Windows Operating Systems, MacOS, Citrix and VMware
Timeline
Associate Service Desk Analyst
Charleston Area Medical Center, Hospital / Healthcare
10.2022 - Current
Laboratory Assistant
Charleston Area Medical Center, Hospital / Healthcare
06.2016 - 10.2022
Service Desk Analyst / NT Admin
TELUS International Philippines, Single Point, BPO
09.2012 - 08.2015
Technical Support Representative
TELUS International Philippines, TELUS
02.2008 - 10.2009
Technical Support Representative
TELUS International Philippines, Dell CTS
02.2007 - 02.2008
Bachelor's Degree - Computer Science
AMA Computer College
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