Marisol Juarez Tolentino
Riverside,CA
Summary
Dedicated Technical Support Specialist with a strong work ethic, delivering exceptional customer care for utmost satisfaction. Known for honesty, productivity, and reliability. Committed to providing high-quality support. Eager to contribute skills and expertise to the next team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Dynamic Campus (La Sierra University)
10.2024 - Current
- Used ticketing systems to manage and process support actions and requests
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tracked assets and managed IT inventory
- Led and managed Audio Visual events, including live streaming, graphics and lightning.
IT Project Manager
Oasis Cafe and Market
02.2022 - 10.2024
- Maintained and supported POS equipment and peripherals
- Maintained and supported fuel dispensers and pumps
- Managed Google super admin for our team
- Onboarded and created credentials for our team members
- Maintained secure records and managed access credentials
- Set up and maintained GV Recording server
- Configured and maintained networking for the restaurant, including audio, video, and surveillance systems.
- Implemented digital timekeeping, took payroll online, and brought restaurant up to date on food safety and local regulations
- Monitored inventory levels and placed orders to ensure adequate stock of food and supplies
- Implemented inventory tracking
- Kept requirements up to date to continue to renew licenses and food service certifications
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Managed life cycle replacement of hardware and software.
Tech Support Representative
Poly (Plantronics / HP)
02.2021 - 02.2022
- Assist customers through inbound calls with the installation, operation and maintenance of their office and personal products
- Assisted customers with warranty replacements or with customer education regarding warranty policies
- Followed-up on customer accounts to confirm their satisfaction
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
Operations New Hire Training Instructor
Telvista SA de CV for Verizon FiOS
08.2016 - 12.2020
- Provided technical training and onboarding to new staff, focusing on KPI metrics among which customer satisfaction was priority
- Supervised, coached and assisted new hires daily with inbound technical support and sales call
- Implemented new training workshops focused on soft sales during troubleshooting calls
- Developed reports to analyze and correct employee retention
- Developed and led training workshops for new training instructor focused on employee retention
- Mentored new training instructors to create smooth transitions from operative to administrative roles
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Facilitated virtual, in-person and blended learning sessions.
Internal Help Desk
Telvista SA de CV for Verizon FiOS
12.2015 - 08.2016
- Created and updated daily reports using raw data to create presentable graphics and tables for daily, weekly, monthly, quarterly, and yearly KPIs
- Used Excel and Oracle to individually handle and administer workday to submit all required operations reports by EOD
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Assisted level 1 techs with higher level tech questions and took supervisor calls
- Managed chat online support
- Triaged tickets before escalation to our network engineers.
- Assisted with credential management for level 1 techs
- Assisted management with creating new reports using all Oracle raw data depending on what KPI metric needed focus
- Assisted with coordinating team building activities to boost morale
- Worked flexible hours across night, weekend, and holiday shifts.
- Excellent communication skills, both verbal and written.
Call Center Agent for Technical Support
Telvista SA de CV for Verizon FiOS
12.2014 - 12.2015
- Resolved inbound customer contacts regarding technical issues with hardware and software using critical thinking and problem solving skills
- Assisted customers with general product knowledge and usage
- Demonstrated strong problem-solving skills to resolve customer issues quickly and efficiently while maintaining a detailed call log to record customer interaction during the call
- Ensured customer loyalty and satisfaction through excellent customer service
- Monitored and analyzed customer usage to create a sales opportunity and generate a sales lead
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
Education
EC0217 - Mexican Government Accredited Self-study Certification For Training Instructors And Training Content Creators
CONOCER
Tijuana, MX09.2019
GED - General education degree from Mexico's SEP
CENEVAL
Tijuana, MX09.2017
Skills
- Effective time management
- Effective under pressure
- Customer Service
- Technical Support
- Analytical problem solving
- Experienced with Microsoft Office 365 applications
- Strong verbal and written communication skills
- Bilingual
Certification
- Certified AV Associate, EXTRON- 2025
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Software
Salesforce
Active Directory
Adobe admin
CISCO DUO Admin
LDAP
Microsoft Entra
Microsoft Teams admin
Ninja One
NoMAD
Papercut administrator
Powershell
Sentinel One administrator
TopDesk
Google administrator
Oracle
Horizon VMWare
DTix
Microsoft 365 administrator
Timeline
IT Technical Support Specialist
Dynamic Campus (La Sierra University)
10.2024 - Current
IT Project Manager
Oasis Cafe and Market
02.2022 - 10.2024
Tech Support Representative
Poly (Plantronics / HP)
02.2021 - 02.2022
Operations New Hire Training Instructor
Telvista SA de CV for Verizon FiOS
08.2016 - 12.2020
Internal Help Desk
Telvista SA de CV for Verizon FiOS
12.2015 - 08.2016
Call Center Agent for Technical Support
Telvista SA de CV for Verizon FiOS
12.2014 - 12.2015
EC0217 - Mexican Government Accredited Self-study Certification For Training Instructors And Training Content Creators
CONOCER
GED - General education degree from Mexico's SEP
CENEVAL
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