Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Mangalinao

Plano

Summary

Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.

Overview

10
10
years of professional experience

Work History

IT Support Rep II (Contractor)

Heidelberg Materials Thru Dexian
Irving
03.2024 - 09.2025
  • Delivered technical support for end-users, resolving hardware, software, and network issues efficiently.
  • Managed user accounts and permissions, ensuring secure access and system reliability.
  • Supported application installations, updates, and troubleshooting, contributing to optimal system performance.
  • Collaborated with IT teams to escalate and resolve complex technical issues, supporting system-wide upgrades and enhancements.
  • Provided user training and documentation to improve application adoption and user satisfaction.
  • Provided first-line technical support to USAA employees and members, resolving issues related to insurance applications and IT systems via phone, email, or chat.
  • Utilized ServiceNow to log, track, and manage help desk tickets, ensuring timely resolution and accurate documentation of application-related inquiries.
  • Assisted USAA members with navigating insurance applications to process claims, update policies, or troubleshoot access issues.
  • Supported USAA employees by troubleshooting internal application tools used for member services, claims processing, and policy management.
  • Escalated complex application or ServiceNow system issues to higher-level IT or insurance teams while maintaining clear communication with users.
  • Created and updated knowledge base articles in ServiceNow to address common application questions and technical issues for employees and members.
  • Monitored ServiceNow dashboards to prioritize urgent tickets related to application outages or critical service disruptions.
  • Collaborated with insurance specialists to resolve application-specific errors, ensuring seamless service delivery for USAA members.
  • Provided basic training and guidance to employees and members on using insurance applications and submitting requests through ServiceNow.

IT Support Analyst

HCL America
Frisco
05.2022 - 06.2023
  • Oversaw and assisted agents with technical support via Zoom, Webex, TeamViewer, and Slack, resolving software glitches and deploying applications on agent laptops.
  • Configured and deployed PC imaging for Windows 10, equipping systems with Microsoft Office, Kaspersky, Nessus, and Nice Screen Agents.
  • Managed hardware inventory, coordinated equipment shipments, and ensured timely delivery to support operational needs.
  • Collaborated with Deloitte on high-impact projects, driving agent support for Unemployment and COVID-related call resolutions.
  • Diagnosed and resolved hardware and software issues for end-users, ensuring minimal downtime and optimal performance.
  • Designed and rolled out innovative training programs to boost team efficiency and elevate customer satisfaction metrics.
  • Evaluated team performance regularly, delivering targeted coaching and actionable feedback to enhance individual and group success.

Call Center Supervisor

4CI
Plano
09.2021 - 05.2022
  • Swiftly diagnosed and resolved technical issues for T-Mobile and Sprint users, including Corporate and Retail, ensuring efficient and effective solutions.
  • Leveraged ticketing systems to log, monitor, and document customer inquiries, maintaining accurate records for seamless follow-up using ServiceNow and ZenDesk.
  • Delivered top-tier customer service and support via phone, email, and chat, upholding T-Mobile's commitment to excellence using MobileIron, Splunk, Active Directory.
  • Managed user accounts, executed software installations, and configured hardware to keep T-Mobile systems running smoothly.
  • Provided technical support for T-Mobile users, managing user accounts, software installations, and hardware configurations.
  • Leveraged ServiceNow and ZenDesk for ticket management and documentation.
  • Supported system performance and user satisfaction through prompt issue resolution.

Service Desk Analyst (Contractor)

T-Mobile thru Ask Staffing
Frisco
04.2020 - 08.2021
  • Configured and rolled out software packages for over 500 JLL Corrigo end users, driving efficient deployment across the board.
  • Partnered with cross-functional teams to pinpoint and fix software provisioning issues, ensuring smooth system performance.
  • Created and documented clear, standardized procedures to streamline and enhance the software deployment process.
  • Delivered hands-on technical support to end users, tackling software installation and troubleshooting challenges with precision.

IT Software Provisioning Analyst (Contractor)

Corrigo JLL thru KForce
Allen
01.2020 - 04.2020
  • Swiftly diagnosed and resolved technical issues for T-Mobile and Sprint users, including Corporate and Retail, ensuring efficient and effective solutions.
  • Leveraged ticketing systems to log, monitor, and document customer inquiries, maintaining accurate records for seamless follow-up using ServiceNow and ZenDesk.
  • Delivered top-tier customer service and support via phone, email, and chat, upholding T-Mobile's commitment to excellence using MobileIron, Splunk, Active Directory.
  • Managed user accounts, executed software installations, and configured hardware to keep T-Mobile systems running smoothly.
  • Provided technical support for T-Mobile users, managing user accounts, software installations, and hardware configurations.
  • Leveraged ServiceNow and ZenDesk for ticket management and documentation.
  • Supported system performance and user satisfaction through prompt issue resolution.

Service Desk Specialist (Contractor)

T-Mobile USA thru BlueAlly
Frisco
08.2019 - 10.2019
  • Assisted in Medicare regulations and enrollment processes.
  • Proficient in data entry and maintaining accurate records.
  • Skilled in effectively communicating with Medicare beneficiaries and provider offices.
  • Experienced in resolving enrollment issues and ensuring timely processing.

Medicare Enrollment Specialist

NTT Data
Plano
03.2019 - 08.2019
  • Delivered frontline technical support to Quest Diagnostics end users, swiftly resolving issues to minimize downtime.
  • Diagnosed and troubleshot hardware, software, and network problems, providing expert assistance to ensure operational continuity.
  • Drafted and refined documentation for common IT issues and solutions, enhancing self-service options and team efficiency.
  • Teamed up with IT crews to roll out software updates and patches, streamlining deployments across the laboratory network.
  • Investigated and fixed network connectivity issues for both remote and onsite users, restoring access with speed and accuracy.
  • Tackled hardware and software challenges via the Help Desk, offering precise technical support to keep users productive.

Help Desk Analyst (Contractor)

Quest Diagnostics Inc thru TekSystems
Farmers Branch
08.2016 - 10.2018
  • Delivered Quality Assurance and tech support to BioRad customers, swiftly troubleshooting software issues and resolving them with precision.
  • Partnered with teams to refine software functionality, driving enhancements for peak performance and reliability.
  • Led training sessions to empower users, equipping them with the skills to maximize software features and capabilities.
  • Harnessed ticketing systems to prioritize, monitor, and expedite support requests, ensuring timely and effective resolutions.

Software Support Quality Assurance Analyst

BioRad Laboratories
Plano
09.2015 - 08.2016
  • Delivered Quality Assurance and tech support to BioRad customers, swiftly troubleshooting software issues and resolving them with precision.
  • Partnered with teams to refine software functionality, driving enhancements for peak performance and reliability.
  • Led training sessions to empower users, equipping them with the skills to maximize software features and capabilities.
  • Harnessed ticketing systems to prioritize, monitor, and expedite support requests, ensuring timely and effective resolutions.

Education

MXD Virtual Training Center
Online
08-2025

Oracle Cloud Infrastructure AI Foundation
Oracle University
08-2025

Microsoft MCSE -

Bachelors of Arts -

IUP

Skills

  • Active Directory Management
  • AVD
  • Citrix Administration
  • Data Annotation
  • Incident Response Management
  • Windows 10/11 Proficiency
  • Printer Troubleshooting
  • Cherwell Administration
  • Intune Device Management Expert
  • ServiceNow Administration
  • Procurement & Licensing
  • Proficient in Slack
  • Proficient in Microsoft Word and Excel365
  • Remote Help

Timeline

IT Support Rep II (Contractor)

Heidelberg Materials Thru Dexian
03.2024 - 09.2025

IT Support Analyst

HCL America
05.2022 - 06.2023

Call Center Supervisor

4CI
09.2021 - 05.2022

Service Desk Analyst (Contractor)

T-Mobile thru Ask Staffing
04.2020 - 08.2021

IT Software Provisioning Analyst (Contractor)

Corrigo JLL thru KForce
01.2020 - 04.2020

Service Desk Specialist (Contractor)

T-Mobile USA thru BlueAlly
08.2019 - 10.2019

Medicare Enrollment Specialist

NTT Data
03.2019 - 08.2019

Help Desk Analyst (Contractor)

Quest Diagnostics Inc thru TekSystems
08.2016 - 10.2018

Software Support Quality Assurance Analyst

BioRad Laboratories
09.2015 - 08.2016

MXD Virtual Training Center

Oracle Cloud Infrastructure AI Foundation

Microsoft MCSE -

Bachelors of Arts -

IUP

Similar Profiles

CREATE PROFILE
Maria Mangalinao