Keith Quintanilla

• Provide chat, phone, email, and walk-up IT support for Meta employees and devices.
• Troubleshoot and resolve access issues with internal services, applications, and websites.
• Support macOS, Windows, and Linux systems, including startup, updates, and software management.
• Resolve connectivity issues (WiFi, Ethernet, VPN), ensuring minimal downtime for users.
• Manage task queues, case escalations, and chat interactions, ensuring prompt resolution.
• Lead onboarding and offboarding processes, ensuring smooth transitions for employees.
• Proficient in managing and troubleshooting SaaS platforms such as Google Workspace, Microsoft Office Suite, Salesforce, Adobe, Okta, and Slack.
• Collaborated with engineers to improve and simplify troubleshooting processes for Help articles, ensuring accurate and accessible documentation across IT support teams.

Key Achievements:

• Reduced customer support inquiries by X% through effective training and product support.

• Supported Media & Entertainment clients with advertising queries and troubleshooting.
• Created training materials and documentation for process changes, improving team efficiency.
• Collaborated with cross-functional teams to optimize workflows and resolve client issues.

Key Achievements:

• Developed comprehensive training content, increasing knowledge retention and workflow consistency.

• Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
• Enhanced employee performance by developing and implementing comprehensive training programs.
• Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
• Developed training handbooks, computer tutorials and reference materials.
• Designed and delivered training curricula using Adobe Captivate and ILT methodologies.
• Coordinated with stakeholders to ensure advisors were prepared for game launches.
• Conducted quality assurance checks to ensure training content met operational needs.

• Coached Phone, Chat, and Email advisers on best practices on supporting our games.
• Responsible for providing on-site Slack Support for the launch of our Battlefield and FIFA titles.
• Attended War Room meetings and relayed important information to management.
• Held onsite round-tables to understand challenges that our Vendors face.
• Collaborated with Vender Management to improve Slack consultation
• Submitted Daily reports to Vendor Management.
• Continued to build relationships with our Vendors while working to implement changes to Vendor support.

• Mentored new hires and facilitated skill development for tier-one advisors.
• Created role criteria to improve career progression and advisor recruitment.
• Identified and resolved trends in escalations, improving resolution rates.
• Delivered second-tier technical support for EA’s global customer base.
• Provided feedback to improve process efficiency and enhance the user experience.