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
2022.05 - 2024.02
- 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
2020.09 - 2022.02
- 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
2019.08 - 2020.05
- 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
2019.05 - 2019.08
- 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
2022.05 - 2024.02
Service Desk Analyst
RL Canning
2020.09 - 2022.02
Intake Agent
Saint Xavier University
2019.08 - 2020.05
Intern
Mount Sinai Hospital Chicago
2019.05 - 2019.08
Bachelor of Science - Computer Studies
Saint Xavier University
Similar Profiles
JESSE MBUJESSE MBU
Sr. Infrastructure Operations Administrator at Insurance Auto Auctions, IAASr. Infrastructure Operations Administrator at Insurance Auto Auctions, IAA
Cheyenne HawkinsCheyenne Hawkins
Department Supervisor at Insurance Auto Auctions, IAADepartment Supervisor at Insurance Auto Auctions, IAA
Kurtwood ScottKurtwood Scott
Customer Service Representative at Insurance Auto Auctions, IAACustomer Service Representative at Insurance Auto Auctions, IAA