Johnny Marquez
Alsip,Illinois
Summary
I have specific working experience for this job, acquired from years as a Service Desk Analyst, and Intake Agent. My ability to quickly adapt and execute tasks at hand shows my dedication to employer. Experienced working in a remote, office, university, and hospital environment. Expertise in problem solving and communication. Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence. Highly organized, proactive, and punctual with a team-oriented mentality.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Insurance Auto Auctions, IAA
Westchester, IL
05.2022 - 02.2024
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Delivered support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Documented solutions and troubleshooting steps concisely in ticketing system (ServiceNow) and alerted other team members of new service solutions.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Uninstalled and reinstalled software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Upgraded existing hardware components when necessary according to company standards.
Service Desk Analyst
RL Canning
Chicago, IL
09.2020 - 02.2022
- Delivered remote support and troubleshooting Google workplace applications for Chicago public school employees and students.
- Unlocked and reset security questions for users on Active directory
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
Intake Agent
Saint Xavier University
Chicago, IL
08.2019 - 05.2020
- Created tickets for technical issues around campus using Team Dynamix.
- Provided support and troubleshooting for Microsoft office to Saint Xavier University professors and students.
- Assisted in deploying computers and set up equipment around campus for classes and campus events.
- Imaging computers using SCCM
- Asset management for equipment to loan out to students
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Improved operations by working with team members and customer to find workable solutions.
Intern
Mount Sinai Hospital Chicago
Chicago, IL
05.2019 - 08.2019
- Resolved technical issues for other departments
- Installed and updated operating system on hospital computers
- Deployed computers to other sites in the building.
Education
Bachelor of Science - Computer Studies
Saint Xavier University
Chicago, IL05.2020
Skills
- Windows OS
- iOS
- DHCP
- Google Suite/ Google Workplace
- Microsoft Office
- Active directory
- Ticketing systems (ServiceNow, TeamDynamix)
- Imaging and deployment (SCCM)
- Hardware and Software Troubleshooting
Timeline
Service Desk Analyst
Insurance Auto Auctions, IAA
05.2022 - 02.2024
Service Desk Analyst
RL Canning
09.2020 - 02.2022
Intake Agent
Saint Xavier University
08.2019 - 05.2020
Intern
Mount Sinai Hospital Chicago
05.2019 - 08.2019
Bachelor of Science - Computer Studies
Saint Xavier University
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