MARIO LOPEZ
Kannapolis,NC
Summary
Motivated IT Help Desk Support professional with remote and hands-on experience in troubleshooting Windows 10/11, Office 365, and basic networking issues. Strong customer service background and proven ability to resolve incidents quickly through clear communication and step-by-step guidance. CompTIA A+ certified and eager to bring technical support skills to a fast-paced IT team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Quarterra Group
01.2022 - 01.2025
- Resolved 25+ daily support tickets for proprietary housing/rental systems, keeping 90%+ SLA adherence
- Supported 1,500+ users across 50+ properties, achieving 99% customer satisfaction
- Managed user accounts, password resets, and mailbox configurations via Microsoft Azure Entra AD
- Authored and kept 150+ knowledge base articles, reducing ticket resolution time by 20%
- Found recurring portal issues and collaborated with developers to implement system-wide fixes
- Provided remote troubleshooting for laptops, desktops, network printers, and check scanners
PC Technician
Lowes Corporate
01.2016 - 01.2022
- Delivered remote and onsite IT support, including onboarding/offboarding hardware and software setup
- Led pre-pandemic project to uninstall, inventory, and ship equipment for 4,000+ associates
- Supported return-to-office deployment for 2,000+ associates post-pandemic
- Managed hardware/software rollouts and collaborated on process improvements
- Analyzed resource usage, reducing waste by 90%
- Resolved hardware/network issues and supported ticketing system updates
- Contract
Information Technology Analyst I
Rowan-Cabarrus Community College
01.2013 - 01.2016
- Resolved 25+ daily incidents with a 95% first-call resolution rate
- Led migration of legacy systems for 500+ users with minimal disruption
- Authored 5+ monthly knowledge base articles using ServiceNow
Education
Associate of Applied Science - Computer Information Systems
Rowan Cabarrus Community College
Salisbury, NC12-2015
Skills
- Experienced with ticket management software
- Network troubleshooting
- Remote support
- Technical hardware support
- Incident resolution
- Experience with various operating systems
- Software setup
- Verbal and written communication
- Technical troubleshooting
- Technical documents comprehension
- MS office proficiency
- Network support
Certification
- Licensed Cisco Certified Network Associate - 2022
- Licensed CompTia A+ - 2003
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Service Desk Analyst
Quarterra Group
01.2022 - 01.2025
PC Technician
Lowes Corporate
01.2016 - 01.2022
Information Technology Analyst I
Rowan-Cabarrus Community College
01.2013 - 01.2016
Associate of Applied Science - Computer Information Systems
Rowan Cabarrus Community College