Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jadzia Montellano

Tucson,AZ

Summary

Service-oriented Senior Field Technician skilled in managing documentation, inventory, auditing, and reporting. Dedicated to continuous process improvement for optimal user experience. 11 years of hardware and software troubleshooting and deployment in a Windows environment onsite and remotely. 5 years of project coordination, documentation, and work flow/process improvement.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Field Services Technician

Southern New Hampshire University
12.2019 - Current
  • Work on documentation, quality checks, process auditing, relocations, onboarding, and assigned projects.
  • Maintain knowledge base information by submitting feedback and accurate technical guidance.
  • Take ownership of the resolution of escalated technical issues.
  • Install, configure, deploy, and profile equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software onsite and remotely.
  • Enter Help Desk tickets into ServiceNOW according to established procedures to track progress / resolution of technical issues, monitor for trends, and identify training opportunities
  • Perform basic account maintenance tasks via Active Directory, including password resets, account verification, and group changes
  • Install operating systems, monitoring tools, and Microsoft applications via SCCM, Lakeside, and Company Portal.
  • Maintain inventory by auditing and forecasting purchase expectations.

IT Customer Relations Coordinator (Projects)

Banner Health, University Medical Center
06.2018 - 11.2019
  • Primary IT focal point for administration; manage workflow of customer service activities and is responsible for providing user level support for IT activities.
  • Responsible for managing IT projects and ensuring timely customer interactions.
  • Attend routine project meetings; participate in the support of major IT and facility projects to ensure support; propose solutions to exceed customer expectation.
  • Assess needs and create PO's to match or exceed request; submit IT requisitions. Receive product into asset management/Service Now.
  • Interact with customers/vendor in managing; assessing, planning and developing detailed specifications for project assignments.
  • Conduct needs assessment and provide recommendations to IT leadership identifying basic customer, departmental, and/or facility/location software and/or hardware needs.

Desktop Support Analyst

Honeywell
08.2016 - 06.2018
  • Performs support, configuration, installation, and maintenance of various site systems and end-user-related technology hardware and software including SAP and IBM products.
  • Ensures that incidents and requests are handled according to agreed procedures and service levels, including supporting documentation.
  • Coordinates with internal and external service functions and providers to support incidents, requests, projects, and integration of technology systems.
  • Performs and participates in integration-related activities, including the upgrade, deployment, and migration of end-user technology and systems.
  • Initial contact for new hires and onboarding processes.


Education

High School Diploma -

Santa Rita High School
Tucson, AZ
05.2012

Skills

  • Process Auditing and Continuous Improvement
  • Technical Writing and Documentation
  • Quality Assurance
  • Windows Software and Hardware Troubleshooting
  • Technical Analysis and Investigation
  • Project Coordination
  • ServiceNOW
  • Written & Verbal Communication
  • Strong Attention to Detail & Listening
  • Inventory Management
  • Data and Trend Analysis
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Certification


ITIL® Foundation Certificate in IT Service Management

AXELOS Global Best Practice Issued May 2020

Credential ID GR750588978JA


CompTIA A+

Issued Jun 2016


SysTrack Certified Technician Lakeside

Issued Feb 2022

Timeline

Senior Field Services Technician

Southern New Hampshire University
12.2019 - Current

IT Customer Relations Coordinator (Projects)

Banner Health, University Medical Center
06.2018 - 11.2019

Desktop Support Analyst

Honeywell
08.2016 - 06.2018

High School Diploma -

Santa Rita High School

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Jadzia Montellano