MARIA MANGALINAO

Provide initial troubleshooting and resolution for hardware, software, and network-related issues reported by end-users.

Log, categorize, prioritize, and resolve incidents in a ticketing system (ServiceNow) to ensure timely service delivery.

Maintain clear and professional communication with users, providing updates on the status of their requests and expected resolution times.

Assist users with password resets, account lockouts, and permissions management to ensure uninterrupted access to systems (Intune Admin, Microsoft Office Suite, Active Directory)

Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and other peripherals.

Provide technical assistance for applications, operating systems, and productivity tools (Microsoft Office, Citrix).

Use remote desktop tools to troubleshoot and resolve issues without requiring physical access to user devices.

Proficient in re-imaging laptops and desktops for Windows 11 deployments.

Assist users with password resets, account lockouts, and permissions management to ensure uninterrupted access to systems.

Identify critical or complex issues and escalate them to higher-level support teams or specialized departments when necessary.

Provide technical assistance for applications, operating systems, and productivity tools (USAA proprietary software).

Document all actions taken in the ticketing system, including troubleshooting steps, resolutions, and follow-ups, for future reference (Service Now)

• Worked with Deloitte on 3 state projects for Ohio, Texas and Virginia for the Call Centers supporting Covid and Unemployment.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Developed process controls and metrics for daily management of call center.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Improved customer satisfaction by effectively resolving escalated issues and providing timely support.

• Engaged in user support interactions via telephone, chat and email platforms.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Proactively identified recurring issues and worked with relevant departments to implement solutions.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.

• Developed and updated documentation for provisioning procedures, ensuring accuracy and consistency across the team.
• Ensured timely completion of all assigned projects by effectively prioritizing tasks based on business needs and deadlines.
• Enhanced customer satisfaction by efficiently handling provisioning requests and resolving issues.
• Served as a subject matter expert for troubleshooting complex technical issues related to provisioning tasks, improving resolution times for escalated cases.
• Championed a customer-centric approach within the team, fostering a culture of continuous improvement aimed at delivering exceptional service quality.
• Analyzed usage data to identify patterns and trends, providing valuable insights for resource allocation decisions.
• Streamlined the provisioning process for a faster turnaround, resulting in improved customer retention.

• Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.
• Expedited issue resolution through clear communication between end-users, technical teams, and vendors.
• Boosted user proficiency with continuous training sessions covering new software features and updates.
• Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
• Reduced downtime with proactive monitoring of IT systems and timely troubleshooting.
• Contributed to the growth of the service desk team by participating in recruitment, onboarding, and training efforts to ensure consistent high-quality service delivery.
• Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
• Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
• Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
• Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.