Marie Principe
Scottsdale,AZ
Summary
A qualified IT Professional with 17 years of experience in customer service and providing comprehensive helpdesk support for computers and software. Adept at communication and engaging customers by identifying issues and streamlining steps to effective resolve technical issues. Self-starter and innovative. Critical thinking mindset with a sound decision-making skills. Strong organizational and time management and keen attention to detail. Capable of multitasking and effective at interfacing with diverse groups of technical and non-technical audiences.
Overview
17
17
years of professional experience
1
1
Certification
Work History
System Administrator
Cavco Industries Inc.
11.2021 - Current
- Field average of 15-20 service tickets daily to deliver practical support and remotely resolve service issues.
- Resolve technical issues across multiple systems and applications for customers and end-users across all time zones.
- Traveled to sites when business acquisitions finalized. Assisting with user hardware and network setup.
- Involved with domain and mail migration.
- Create support documentation that empowered and enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
- Managed accounts with their access, image PCs and provision employees using AD, Azure Directory and Office 365 Admin.
- Upgrade systems with new release.
- Troubleshoot outages, break fix, and upgrading systems.
- Handling escalations and providing white glove service.
- Identify application server issues.
- Contributed to specific projects, such as implementing the Self Service Password tool. Setting configurations, testing and working with third party support to roll out into production.
Technology Desktop Engineer
Vanguard
04.2019 - 11.2021
- Assisted with testing new product offerings prior to release to assist development team in bug identification.
- Demonstrated professionalism and courtesy for over 20K internal customers while working to resolve complaints, problems or respond to questions.
- Windows/MacBook Imaging for New Hires averaging 300 assets a month, PC refresh, break fix and mobile application support.
- Software application installations. Install hardware and software upgrades remotely or onsite.
- Escalating incidents to support areas and IT management based on set thresholds and monitoring the progress of escalated incidents.
- Create user accounts. Setup phones and communication devices including Android and IOS.
- Manage the leasing protocols for asset management. Maintain an inventory of laptops, workstations, servers, and network hardware.
- Manage user accounts, maintain backup system, and assist with network and server changes and upgrades.
- Work on projects associated with Desktop Support related tasks (i.e., monthly reports, rolling out OS/software upgrades, new products, office moves, etc.)
Senior End User Support
SAP
03.2015 - 04.2019
- Engaged end users and answered questions via email, phone, website live chat and forums. Trained New Hires for specific projects regarding the process changes within the technology groups.
- Provide laptop and mobility support to end-users at walk-up shop, over the phone for remote users, onsite and via help desk ticketing system for Level 2 Support
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
- MDM using JAMF and Airwatch
- Provision hardware for New Hires, Re-hires and Interoffice/country transfers.
- Install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems
- Software support services or break/fix services that are delivered for specific software products. Include remote troubleshooting capabilities, installation assistance and basic usability assistance.
Level 2 IT Operations Support
Tekmark (Verizon)
02.2013 - 11.2014
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Tier 2 Customer Care group of a high-availability Internet Cloud-based SaaS product. Performs outage trending and correlation of customer reported service issues at regional and national levels across the various products.
- BETA testing regarding video streaming through various devices.
- Created documents for implementations, roll outs, daily processes and workflow
Sr Technical Support
Comcast
08.2010 - 02.2013
- Conduct outage trending and correlation of customer-reported service issues at the regional and national levels across various products.
- Execute root cause analysis of issues affecting customer’s voice, video wireless, and/or data service
- Conduct outage trending and correlation of customer-reported service issues at the regional and national levels across various products.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Troubleshooting and proper handling of carrier-to-carrier issues, including inbound and outbound, SIP, peer-to-peer, PSTN, third parties, and partners/vendors
- Teamed up with other advanced technical organizations, including XOC Service Desks and XNOC Repair teams to resolve complex problems
- Recognized and addressed network configuration issues from the modem to the Internet backbone through implementation of advanced-level network diagnostics
Operations Support Analyst
Cablevision
02.2007 - 08.2010
- Ensured SOX compliance while conducting monthly audits on all telemarketing sales users
- Administrator overseeing the development of logins for new hires and transfers as well as maintaining passwords and data integrity.
- Led the execution of user acceptance testing (UAT) on all new tools and applications introduced to call regions, including AMDOCs, CVT, and Unified call flow
- Participated in operations team meetings to coordinate and assign project management tasks.
- Boosted quality performance of all telephony circuits, staffing, and call region order processing applications by monitoring agents call status.
- Spearheaded SMS Agent, Noble Dialer, Verint Call Recording, Sales KDB, and eWorkforce Management tools while monitoring DataMart and Crystal Enterprise 10 reporting application
Education
Certifications - Information Technology
Knowledge Solutions International/MS IT Academy
Edison, NJSkills
- Active Directory
- Service Now and Service Desk Plus (Zoho)
- SAP
- RDP, VPN, MDM
- Sailpoint
- Technical documents comprehension
- Cisco AnyConnect
- Crystal Reporting / Datamart, ADHOC
- Verint Recording
- Azure, Office 365 Admin
- WIN OS 7 to 11
- Citrix
- ITIL
Certification
MCTS, MCITP, Comptia A+ Comprehensive Certifications
Timeline
System Administrator
Cavco Industries Inc.
11.2021 - Current
Technology Desktop Engineer
Vanguard
04.2019 - 11.2021
Senior End User Support
SAP
03.2015 - 04.2019
Level 2 IT Operations Support
Tekmark (Verizon)
02.2013 - 11.2014
Sr Technical Support
Comcast
08.2010 - 02.2013
Operations Support Analyst
Cablevision
02.2007 - 08.2010
Certifications - Information Technology
Knowledge Solutions International/MS IT Academy