Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Marie Fouche

Jackson Heights,NY

Summary

Passionate IT specialist with 5+ years of IT help desk and troubleshooting experience. Strives to provide excellent and efficient customer service and technological solutions. Great project management, planning, and tech writing
skills.

Overview

7
7
years of professional experience

Work History

Corporate Operations Engineer

Google
02.2020 - 04.2023
  • Assisted 300,000+ company employees through all support channels
    (in-person, tickets, chats, and phones) and escalated issues to proper
    teams when needed
  • Documented every interaction with detailed steps in ticketing system for future users and technicians solving similar issues
  • In-depth knowledge of Mac, Windows, Linux, and Google software and
    hardware to provide consistent quality support for employees
  • Consulted with senior technicians to get to root cause of difficult issues and fully understand how to help users with similar issues going forward
  • Trained and mentored new technicians to ensure smooth transition into IT at Google and strengthen their troubleshooting skills
  • Provided 39 employees over span of 4 weeks (October 2020) with one one-on-one IT consultation service in order to improve their work-from-home setups
  • Consultation services included:
    1. Network testing, setups, and improvements
    2. Helped users improve their videoconferencing setups
    3. Creators Kit evaluation & setup

Program Manager

Google
07.2021 - 10.2021
  • Led daily syncs to discuss documentation and next steps for internal data
    center mobile/web application, ie. DC Relay
  • Triaged, filed, and prioritized bugs for DC Relay
  • Led cross-functional team meetings with UX and Tech Writers to decide on
    documentation content and inclusion in DC Relay
  • Launched strategy and design process for creating end-user FAQs page
  • Researched and documented new definitions for integration into DC Relay
  • Wrote user documentation for DC Relay to ensure ease of use, increase
    productivity, and reduce toil for over 100 data center technicians

Information Technology Student Assistant-Trainer

Hamilton College
01.2016 - 05.2019
  • Troubleshoot computers and provided quick and effective technological
    solutions for 1,000+ faculty and students
  • Recorded events, problems, and solutions in Track-It
  • Prevented and monitored campus-wide spread of viruses and phishing
    scams
  • Trained new hires on Help Desk policies and procedures
  • Facilitated weekly one-hour training meetings with student manager

Audio Visual Technician

Hamilton College
01.2016 - 05.2019
  • Ensured all audio and video equipment were returned and given to proper
    faculty members
  • Facilitated Skype cart deliveries and assisted with video conferencing calls
  • Set up and operated equipment such as microphones, sound speakers,
    projector screens, projectors, recording equipment, stage panels, mixing
    boards, and sound equipment for events of up to 1,000 people.
  • Provided on-site audiovisual support for variety of events, such as classes,
    concerts, sporting events, ceremonies, lectures, band rehearsals, and movie
    screenings

Information Technology Intern

Tory Burch
01.2017 - 05.2017
  • Troubleshoot computers and provided quick and effective technological
    solutions
  • Handled new employee orientation
  • Ensured that all tech equipment is collected and in stock
  • Maintained video conference rooms and assisted with video conferencing calls
  • Set up, configured, and integrated computers for over 1,000 company employees

Education

Bachelor of Arts - Anthropology

Hamilton College
Clinton, NY
05.2019

Skills

    Problem Solving

    Technical Support

    Technical Writing

    Project Management

    Web Design

    HTML

    Cascading Style Sheets (CSS)

    Process Improvement

    Haitian Creole

Languages

Creo

Timeline

Program Manager

Google
07.2021 - 10.2021

Corporate Operations Engineer

Google
02.2020 - 04.2023

Information Technology Intern

Tory Burch
01.2017 - 05.2017

Information Technology Student Assistant-Trainer

Hamilton College
01.2016 - 05.2019

Audio Visual Technician

Hamilton College
01.2016 - 05.2019

Bachelor of Arts - Anthropology

Hamilton College

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Marie Fouche