MARIO ARELLANO

• Create and manage power automate flows in the creation of incidents and service requests in processing new hire requests. Provide Tier 1-4 support on complex issues on calls, in-person or virtually, primary point of escalation for the service desk team, part of the (CX) specialist team as an individual contributor.
• Managed power automate flows to track new hire shipments and deliveries, coordinated with hiring managers and HR for timely onboarding, and implemented Power automate adaptive teams' agent for alerts on new hire address changes.
• Practitioner of ITSM best practices by identifying incident trends, an excellent understanding of routing incident to the correct teams, reducing handoffs.
• Proactively identify risks and roadblocks and take action using a structured approach before escalation to a Major Incident or to management.
• Managed after-hours support calls for urgent incidents and service requests.
• Support Mimecast on the release of low impact emails for end-users, provide password resets and MFA reset within ENTRA ID.
• Updated and maintained internal and customer-facing knowledge base articles as an individual and team contributor; managed projects with Asana to enhance documentation and support user self-service, utilizing Ivanti and Glean. Champion ITSM best practices by identifying incident trends, implementing automation that reduced manual ticket creation by 30%, analyzing metrics such as ticket volume, response times, and CSAT scores to drive service improvements, and ensuring security compliance across helpdesk operations.
• Expanded the knowledge base by managing cross-departmental projects with Asana, fostering better documentation.

Acted as interim helpdesk lead for team of 7, delivering mentorship and conducting performance coaching sessions.

Conducted team meetings to resolve operational issues and promote improvements.

• Provided remote support via TeamViewer, SCCM RDP, and recast software; built new-hire systems, repurposed equipment with in-house parts, managed warranty claims with manufacturers, and installed Hyper-V virtual machines for developer laptops according to job aids.
• Led Windows 10 rollout, monitored deployment for executives, and coordinated HP battery recall project.
• Installed and configured hardware and software for employee workstations.
• Provided technical support for desktop, laptop, and mobile devices.
• Resolved network connectivity issues for users across multiple locations.