Mary Nieto

• Reduced ticket backlog by implementing effective prioritization strategies and time management techniques.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Created user accounts and assigned permissions.
• Tested new software prior to deployment.
• Managed approximately 200 incoming emails or calls per day from customers for assistance.
• Provided technical support to users, addressing inquiries and resolving issues efficiently.
• Collaborated with cross-functional teams to improve user experience and streamline support processes.
• Trained new team members on support protocols and tools, enhancing overall service delivery.
• Analyzed user feedback to identify trends, contributing to service enhancement initiatives.
• Developed and maintained documentation for troubleshooting procedures and best practices for users which also helped train new staff.

Respond to DOLCSIRC vulnerability notifications in a timely manner.

• Respond to PII incidents to ensure they are reported within one hour, and follow-up until the incident is closed.
• Audit 100% of all CDSS and Citrix account creation forms for compliance.
• Audit 100% of remote login failed attempts.
• Submit a patch and vulnerability report to OCIO.
• Audit 100% of accounts disabled by the system due to inactivity.
• Ensured data security compliance by adhering to established protocols throughout all aspects of support tasks.
• Adhered to privacy and security compliance guidelines such as Family Educational Rights and Privacy Act (FERPA).
• Adhered to privacy and security compliance guidelines such as Family Educational Rights and Privacy Act (FERPA).
• Oversaw regular software updates and patches for database systems to maintain security compliance and optimal performance levels.
• Ensured data security compliance, implementing role-based access controls within BI platforms to protect sensitive information.

• Responsible for managing Applications Team of 6 members. 3 of those staff are located remotely.
• Provided technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies.
• Provided end-user software troubleshooting and support.
• Identified problems, investigated causes, and recommended solutions.
• Troubleshoot, research, diagnose and resolve issues related to the CDSS Applications
• Document client inquiries in Remedy Helpdesk tracking system.
• Respond to high volume of client phone calls, emails and fax requests for assistance with the Suite of CDSS Applications.
• Train new TAC Agents on CDSS Applications, Helpdesk and Account Control process.
• Mentored staff on best practices for data processing and reporting accuracy.
• Implemented quality control measures to ensure data integrity across projects.
• Trained new team members by relaying information on company procedures.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Worked different stations/shifts to provide optimal coverage and meet production goals.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Improved staffing during busy periods by creating employee schedules and monitoring callouts.

• Provides technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies.
• Provide end-user software troubleshooting and support.
• Identifies problems, investigates causes, and recommend solutions.
• Troubleshoot, research, diagnose and resolve issues related to the CDSS Applications
• Document client inquiries in Remedy Helpdesk tracking system.
• Respond to high volume of client phone calls, emails and fax requests for assistance with the Suite of CDSS Applications.
• Train new TAC Agents on CDSS Applications, Helpdesk and Account Control process.