Maru Armonia

• Administer IT asset workflows using Helix/Remedy for MnDOT’s catalog and procurement systems.
• Processed 150+ Technology Quote Requests (TQRs), validating CPRS/EIOR entries and maintaining system accuracy.
• Supported help desk inquiries related to assets, providing troubleshooting and escalation support.
• Ensured compliance with MNIT security standards using Tenable and Nessus.

• Resolved up to 300+ technical incidents per month using ServiceNow, supporting Windows OS, Microsoft 365, VPN, and MFA.
• Provided Tier 1 & 2 support for end-users via phone and remote tools, ensuring adherence to service level agreements.
• Delivered clear, consistent communication with both technical and non-technical users.

• First point of contact for IT support, troubleshooting desktop applications and network issues.
• Escalated complex issues while ensuring consistent case updates and customer satisfaction.

• Installed, configured, and troubleshot desktops, laptops, printers, and mobile devices.
• Resolved 300+ incidents monthly using SCCM and Software Center.

• Supervised five members on 60 rigorous shop tasks as element shift leader ensuring continuity/task completion
• Supported inspection preparation efforts of 25K items with zero discrepancies earning excellent rating during headquarter evaluation.
• Maintained work excellence through constantly changing/evolving environment