Summary
Overview
Work History
Education
Skills
References
Affiliations
Languages
Accomplishments
Timeline
Generic

Maria Davila

Grand Prairie

Summary

Proficient in IT executive support, providing comprehensive assistance to approximately 50 vice presidents, executive assistants, and senior managers across multiple regions including the US, Canada, and Mexico. Established effective communication channels between business needs and IT contract organizations, facilitating efficient resolution of technical issues and support escalations. Led the rollout of new technologies, trained staff on IT processes, and maintained service level agreements to ensure timely support and user satisfaction. Skilled in managing desktop support operations, including hardware and software installations, inventory asset management, and documentation of new business processes, contributing to overall organizational efficiency.

Overview

14
14
years of professional experience

Work History

IT Executive Support Lead

Daimler Truck Financial
Fort Worth
06.2021 - Current
  • IT Executive support for all VP’s, EA and senior managers
  • Work with approx. 50 VP’s, EA and senior managers in US, CAN & MX
  • Liaison between the business and our IT contract company
  • 4th Level desktop support
  • Image new computers for new hires or replacing a computer
  • IPhone and iPad device set up and troubleshoot
  • IT ticket escalations and P4 escalations
  • Responsible for organizing & implementing new rollouts to all VP’s, EA and senior managers
  • On call for VP issues after hours
  • Documenting and verifying new business process to my team, desktop support team and the helpdesk team
  • 1st level support in AV with conference rooms issues
  • Email creation in WAMs
  • Lead of the off-boarding process
  • Train new hires on our team, Helpdesk and Desktop support
  • Responsible for training teammates for on-boarding/off-boarding process
  • Responsible for Inventory assets purchase
  • Recruited, trained and supervised IT department staff.
  • Developed and implemented IT strategies, policies, and procedures to ensure compliance with organizational standards.
  • Examined metrics and prepared IT project progress reports.
  • Assessed data processing proposals and requirements to determine project feasibility.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Met with users, vendors and technicians to determine computing requirements.
  • Provided company users with tech support for IT problems and account maintenance.
  • Established service level agreements with internal customers for timely resolution of IT requests.
  • Maintained knowledge of advances in information technology systems and applications.
  • Managed the installation of hardware and software systems related to information technology infrastructure.
  • Evaluated organization's technology to recommend upgrades for hardware and software.
  • Procured IT resources for strategic and operational computing requirements.
  • Analyzed workflows and established priorities for daily operations.
  • Provided technical support to users in troubleshooting hardware and software issues.
  • Completed routine maintenance and repair.
  • Identified needs of customers promptly and efficiently.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Updated and maintained databases with current information.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Completed day-to-day duties accurately and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Maintained updated knowledge through continuing education and advanced training.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Recognized by management for providing exceptional customer service.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Achieved cost-savings by developing functional solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided technical guidance to team members on troubleshooting customer issues.
  • Maintained a high degree of confidentiality when dealing with sensitive information.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Conducted daily meetings with support staff to review tickets and prioritize tasks.
  • Maintained positive working relationship with fellow staff and management.
  • Utilized enterprise desktop management tools to remotely assist others and deploy software.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Collected, analyzed and reported on data for use in operational planning.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.

Helpdesk Support Analyst

Hilltop Holdings Financial
02.2020 - 06.2021
  • Responsible for training new hires teammates
  • Create and administrate end user accounts in Active Directory
  • Work mostly via remote for approx. 5,400 employees
  • Worked well in a fast paste environment during the pandemic

Helpdesk Support Analyst

Mercedes Benz Financial
07.2017 - 02.2020
  • Lead of the on-boarding/off-boarding process
  • Responsible for training teammates for on-boarding/off-boarding process
  • Create and Administrate company applications including Lexis Nexis, TLo, TransUnion, Risk Management & etc
  • Create and administrate end user accounts in Active Directory
  • Documenting and maintaining our Knowledge Base
  • Multi-task with handling walk-ups, emails and taking calls
  • Assist in sending out company alerts when application are down or other system issues are occurring.
  • Assist in company projects for example moving buildings, assist in new projects and application release
  • Provide approx. 3K + employee from USA (multiple offices), Canada, Mexico and field employees
  • I have received 12 Customer One Certificates by colleagues for doing an outstanding job and going above and beyond.
  • I learn fast and know how to use my resources
  • I’m willing to learn new things and able to adapt to change
  • Completed over 100 tickets a month and maintained 100% all year

Helpdesk Support Analyst

Neora (Nerium)
12.2013 - 05.2017
  • Maintain end user’s software, hardware, printers, phones and Ipads for approximately 600 employees
  • Distribute and handle tickets in Zendesk
  • Completed over 100 tickets a month and maintained 100% all year
  • Administrate Zendesk ticketing system including creation of forms, views, new users, macros, triggers and groups.
  • Traveled to Korea to assist our Network team with infrastructure upgrades
  • Create and maintain documentation including an inventory, HR hardware use form, and how to’s.
  • Create and administrate end user accounts in Active Directory, Exigo, Office 365, and Zendesk
  • Administrate Verizon and Shoretel phone system

Customer Service Representative

Ambit Energy
05.2011 - 10.2013
  • Providing account information and a wide range of company products, resolving issues at a 90% grade
  • Improving customer service based on client feedback
  • Assuring quality customer care by maintaining above a 95%
  • Accepting bilingual calls
  • Trained new employees to use our enrollment process including processing payments, payment arrangements and correctly documenting accounts
  • Managed over 90 plus calls on a day to day basis
  • Transferring and finalizing utility services
  • Received 3 certificates for taking 100% grades on a call in 6 month period

Education

North Lake College
Irving, TX
01.2005

High School -

Grand Prairie High School
Grand Prairie, TX
01.2004

Skills

  • Desktop troubleshooting
  • Device configuration
  • Active Directory administration
  • User training
  • Service level agreements
  • Remote support
  • Project management
  • Business process improvement
  • IT governance
  • IT infrastructure
  • Decision-making
  • Analytical thinking
  • Cloud computing
  • Technical solution development
  • Client Server Management
  • Microsoft 365
  • VPN configurations
  • Linux Systems
  • Agile framework
  • ITIL framework

References

  • Bryant Sutherland, Mercedes Benz Financial, Team Lead System Analyst; 313-909-7758
  • David Sinclair, Southern Glazer's, IT Consultant; 214-502-4347
  • Richard Jones, Daimler Truck Financial, IT Infrastructure Manager; 817-691-9121

Affiliations

Half marathon runner

Citizens Police Academy

Volunteer

Languages

English
Native/ Bilingual
Spanish
Professional

Accomplishments

  • Acknowledged by our VP's
  • received thank you cards by users i have assisted.
  • Certificate of Achievement for Information Security Compliance Training
  • I was promoted from Desktop support to Senor Business Analyst in one year.

Timeline

IT Executive Support Lead

Daimler Truck Financial
06.2021 - Current

Helpdesk Support Analyst

Hilltop Holdings Financial
02.2020 - 06.2021

Helpdesk Support Analyst

Mercedes Benz Financial
07.2017 - 02.2020

Helpdesk Support Analyst

Neora (Nerium)
12.2013 - 05.2017

Customer Service Representative

Ambit Energy
05.2011 - 10.2013

North Lake College

High School -

Grand Prairie High School

Similar Profiles

  • Akshat Gupta

    Akshat GuptaAkshat Gupta

    Technical Project Manager at Daimler Truck Financial ServicesTechnical Project Manager at Daimler Truck Financial Services

  • ANGEL THOMAS

    ANGEL THOMASANGEL THOMAS

    Fleet Services Account Analyst at Daimler Truck Financial Services USA LLC.Fleet Services Account Analyst at Daimler Truck Financial Services USA LLC.

  • OMAR GÓMEZ ROLDÁN

    OMAR GÓMEZ ROLDÁNOMAR GÓMEZ ROLDÁN

    Support Manager to the CEO & Strategy Manager at Daimler Truck Financial Services MéxicoSupport Manager to the CEO & Strategy Manager at Daimler Truck Financial Services México

  • Frederick Kabi

    Frederick KabiFrederick Kabi

    Operations Coordinator at Daimler Truck FinancialOperations Coordinator at Daimler Truck Financial

  • ADAM MATA

    ADAM MATAADAM MATA

    Boys Athletic Coordinator at International Leadership of TexasBoys Athletic Coordinator at International Leadership of Texas

CREATE PROFILE