Maribel Matos
New York City,United States
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
4
4
years of professional experience
Work History
Sabbatical - Personal Development
10.2023 - Current
- Engaged in self-directed freelance writing opportunities, producing various works for private clients.
- Completed cultural sensitivity and enrichment activities by attending local Buddhist monastery events, and visiting Buddhist locations in Washington D.C.
- Immersed self in environmental awareness by visiting local agricultural spaces and Garfield Park Conservatory in Chicago.
Service Desk Intern
AlixPartners LLC
02.2023 - 10.2023
- Provided in-house IT support, resolving a substantial number of user-reported technical issues per month by providing effective Level 1 and Level 2 support.
- Leveraged expertise in troubleshooting software, hardware, and firmware issues, with the support of senior team members to configure technology for C-Suite executives.
- Self-assessed work quality, and office needs during US Service Desk team wide meetings, focusing on cohesion of information.
- Provided technical material that became standard reference for new team members during imaging
- Created Excel spreadsheets to document progress for firm-wide workstation upgrade project
- Coordinated with fellow Service Desk intern/team member to complete workstation upgrades across firm, prioritizing user productivity during upgrades.
Data Center Infrastructure Intern
AlixPartners LLC
04.2022 - 02.2023
- Transitioned various Windows 2012/2012 R2 servers to Windows Server 2019.
- Provided authorized users with access to appropriate user pools, creating new user pools as needed.
- Used Microsoft's System Center Operations Manager to create collections with appropriate deployments to remedy environmental vulnerabilities.
- Created technical documentation with concise instructions and appropriate diagrams for common troubleshooting situations.
- Participated in regular meetings with team members and project manager to assess work quality and receive critical feedback.
Service Desk Intern
AlixPartners LLC
11.2021 - 04.2022
- Completed assigned tickets within SLA timeframes using ServiceNow platform.
- Provided one-on-one end-user problem resolutions over phone, email, and remote support system BeyondTrust [previously known as Bomgar].
- Provisioned and imaged laptop builds using PXE boot and USB boot.
- Created bootable USB drives using Rufus.
- Maintained accurate asset cataloguing in ServiceNow for laptops, mobile phones, monitors, and defined peripherals.
- Identified user issues that extended beyond scope of L1 and L2 expertise, escalating to appropriate senior team members or specialized tech groups.
COVID-19 Contact Tracer
UnitedHealth Group, Optum Technology
01.2021 - 10.2021
- Achieved high call completion metrics, reaching a total of 25 completed intake calls per day.
- Provided educational and informative resources for self-quarantine.
- Followed stringent HIPAA protocols while completing quick turnaround speeds on intake completion.
- Provided in-depth documentation per client, using self-created informational template to contain client information.
- Displayed strong interpersonal skills and credibility to foster an environment where clients would comfortably share significant PII.
- Engaged soft skills in providing emotional support for clients significantly impacted by COVID exposure.
Education
Bachelor of Technology - Major in Computer Systems, Minor in Business
New York City College of Technology
Brooklyn, New YorkAssociate of Applied Science - Computer Information Systems
CUNY | New York City College of Technology
Brooklyn, New York01.2021
Skills
- Soft Skills: Teamwork, problem-solving, negotiation
- Hard Skills: Technical writing, customer service, software knowledge
- Software Specialties: BeyondTrust/Bomgar, Office365, ServiceNow, InTune, Microsoft Endpoint Configuration Manager, Microsoft Office365
Websites
Languages
Spanish
Native or Bilingual
German
Elementary
Timeline
Sabbatical - Personal Development
10.2023 - Current
Service Desk Intern
AlixPartners LLC
02.2023 - 10.2023
Data Center Infrastructure Intern
AlixPartners LLC
04.2022 - 02.2023
Service Desk Intern
AlixPartners LLC
11.2021 - 04.2022
COVID-19 Contact Tracer
UnitedHealth Group, Optum Technology
01.2021 - 10.2021
Bachelor of Technology - Major in Computer Systems, Minor in Business
New York City College of Technology
Associate of Applied Science - Computer Information Systems
CUNY | New York City College of Technology
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