Maria M. Garza
Houston
Summary
Technical Support professional experienced in hardware/software asset management, equipment returns, procurement coordination, and high-volume ticket workflows. Strong record of maintaining accurate inventories, improving processes, and supporting compliance. Organized, detail-driven, and effective in fast-paced environments requiring strong decision-making and operational discipline.
Overview
24
24
years of professional experience
Work History
Technical Support Associate Analyst
Cigna
Houston, TX
06.2025 - Current
- Manage and monitor the complete equipment return process for all Cigna employees.
- Prioritize, assign, and process collection tickets utilizing Cigna’s ServiceNow ticketing system, ensuring timely handling and accurate workflow routing.
- Research, identify, and close duplicate or misrouted tickets, improving queue accuracy and reducing processing delays.
- Provide employees and managers with clear, step-by-step equipment return instructions, ensuring compliance with company asset-return policies.
- Create and manage orders for packaging materials and return shipping labels through the FedEx platform, supporting efficient equipment retrieval.
- Schedule FedEx and UPS pickups for colleagues returning company equipment, coordinating logistics to minimize delays.
- Follow up with colleagues and managers to verify status and completion of equipment returns, maintaining accountability and reducing outstanding assets.
- Track packaging and equipment shipments using FedEx and UPS tracking tools, ensuring accurate delivery to the depot department.
- Execute a daily UPS delivery report and bulk-move delivered tickets to the depot team for processing, improving operational throughput and visibility.
- Oversee the team mailbox, responding to inquiries and routing messages to the appropriate team members to maintain efficient workflow.
Admin Special Delivery - Cigna Contract
CompuCom
Houston, TX
12.2015 - 06.2020
- Processed and ordered hardware for all device refreshes and new-hire deployments for Cigna/Health Spring employees.
- Efficiently managed helpdesk operations by retrieving, prioritizing, and resolving tickets in HPSM and ServiceNow, ensuring adherence to SLAs and maintaining smooth workflow across multiple support queues while reducing backlog.
- Managed and processed 100–130 tickets daily with a consistent 95% accuracy rate, supporting high-volume operational demands.
- Placed hardware orders through CompuCom’s ordering platform, ensuring correct device specifications/configurations and updated corresponding entries in SharePoint to ensure accurate documentation and cross-team visibility.
- Created machine names for new hires as needed to support onboarding and system provisioning.
Procurement/Hardware Specialist - BP Contract
CompuCom
08.2008 - 12.2015
- Provided licensing and hardware support to all BP North America and Canada employees.
- Managed full software/hardware lifecycle: purchasing, inventory, distribution, reporting.
- Resolved 35–50 Remedy tickets daily while meeting SLA requirements.
- Placed monthly software license and hardware orders across multiple procurement platforms.
- Achieved $30K in savings by reallocating unused software licenses.
- Maintained documentation and tracked monthly activity for audit readiness.
Executive Administrative Assistant - BP Contract
CompuCom
01.2002 - 08.2008
- Provided administrative support to the VP of Commercial Industries, nine direct reports, and 350+ employees.
- Coordinated communication between leadership and staff through scheduling and meeting management.
- Managed travel, events, presentations, requisitions, and expense reporting.
- Maintained office calendars, kept track of schedules, appointments and vacation calendars.
- Ordered, managed, and maintained purchase orders and order supplements for software, hardware equipment, and software licenses.
- Built and maintained SharePoint sites and trained new administrative staff.
Education
Computer Applications
COMPUTER LEARNING CENTER
Houston, TX01.1997
General Educational Development Diploma - undefined
Houston Community College
Houston, TX01.1995
Skills
- Remote support
- Ticket management
- Customer service expert
- MS office proficiency
- Active listening
- Verbal and written communication
- Decision-making
- Analytical thinking
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Technical Support Associate Analyst
Cigna
06.2025 - Current
Admin Special Delivery - Cigna Contract
CompuCom
12.2015 - 06.2020
Procurement/Hardware Specialist - BP Contract
CompuCom
08.2008 - 12.2015
Executive Administrative Assistant - BP Contract
CompuCom
01.2002 - 08.2008
General Educational Development Diploma - undefined
Houston Community College
Computer Applications
COMPUTER LEARNING CENTER