Maria Luisa Valencia
Las Vegas,NV
Summary
Results-driven Senior Analyst – IT Support with expertise in application support, technical troubleshooting, user access management, and compliance auditing. Demonstrates strong skills in data validation, documentation, and workflow coordination. Delivers effective solutions through collaboration and technical problem-solving, maintaining accurate documentation and surpassing performance goals in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Senior Analyst – IT Support
Marsh & McLennan
Las Vegas, NV
01.2024 - Current
- Consistently exceed daily performance targets by efficiently managing, troubleshooting, and resolving technical support tickets and application-related issues.
- Utilizing service desk tools to log, track, and manage support tickets, ensuring timely resolution.
- Provided guidance to users for effective system usage through Epic processes and troubleshoot issues to help ensure accurate setup and effective system use.
- Analyze application issues, identify appropriate resolutions, and collaborate with relevant teams or application owners to minimize downtime and maintain system functionality.
- Maintained and updated codes and configurations in Applied Epic system to ensure system integrity and performance.
- Administer user access controls and permissions while following data security protocols and company policies.
- Managed distribution of help desk tickets to improve workflow among team members to enhance workflow and improve response times.
- Lead Quarterly Audit Validation for Ancillary Applications, collaborating with application owners and customizing Smartsheet reports to ensure data accuracy and compliance.
Operations Representative
Marsh & McLennan
Las Vegas, NV
11.2019 - 01.2024
- Routinely exceeded daily operational goals through efficient handling of mail intake, document scanning, and electronic/manual attachment processes.
- Utilized an applied computer system and office technologies to support daily operations.
- Utilized Applied computer system and office technologies to support daily operations.
- Followed up on Notices of Cancellation by verifying payments with insurance carriers and updating records to ensure accuracy.
- Managed system activities, updating insurance policy statuses for renewals, new business, audits, and cancellations to maintain compliance.
Underwriting Processor / Auditor
Superior Insurance
Las Vegas, NV
09.2018 - 11.2019
- Processed insurance policies and audited new business and endorsement submissions to support underwriting team.
- Verified payment statuses and followed up with clients via phone and email to resolve discrepancies.
- Provided professional customer service and communication to address client needs effectively.
Salesperson
American Eagle Outfitters
Las Vegas, NV
11.2016 - 04.2019
- Delivered exceptional customer service through in-person and telephone interactions, enhancing customer satisfaction.
- Facilitated customer orders and ensured accurate operation of Point of Sale systems and technical devices, streamlining the checkout process.
- Engaged customers to understand their needs and preferences.
- Assisted in maintaining store visual standards and merchandise presentation.
- Processed transactions efficiently at the cash register.
Education
Mojave High School
North Las Vegas, NVSome College (No Degree) -
College of Southern Nevada
Las Vegas, NVSkills
- Technical application support
- Epic support
- User Access & Account Administration
- Ticket management
- Data validation
- Compliance Auditing
- Smartsheet
- Citrix & Applied Systems
- Microsoft Office Suite
- Cross-functional teamwork
- Customer support
- Bilingual Communication
Timeline
Senior Analyst – IT Support
Marsh & McLennan
01.2024 - Current
Operations Representative
Marsh & McLennan
11.2019 - 01.2024
Underwriting Processor / Auditor
Superior Insurance
09.2018 - 11.2019
Salesperson
American Eagle Outfitters
11.2016 - 04.2019
Mojave High School
Some College (No Degree) -
College of Southern Nevada