Monica Montz
Laplace,LA
Summary
IT support professional with hands-on experience in desktop troubleshooting, remote assistance, Microsoft 365, Active Directory, and user provisioning. Support work includes incident tracking, clear documentation, and hardware/software setup that improves response time, system reliability, and user satisfaction across daily operations.
Overview
43
43
years of professional experience
Work History
Sr. Customer Service Engineer
BASF Chemical
Geismar, LA
09.2025 - Current
- Provided timely support to customers through phone, email, and live chat, offering guidance on product usage and resolving technical queries to ensure customer satisfaction.
- Diagnosed, troubleshot, and resolved technical issues for customers by analyzing various hardware and software systems to identify root causes and implemented effective solutions.
- Managing and tracking customer service incidents, ensuring they are logged, prioritized, and resolved within agreed service levels.
- Identified patterns in technical issues and collaborated with the engineering team to develop permanent fixes or enhancements to products.
- Performing routine maintenance on customer systems and providing updates to ensure optimal performance.
Sr. IT Support Analyst
Cornerstone Chemical Company
Waggaman, LA
06.1988 - 05.2025
- Improved helpdesk ticketing system, streamlining processes and reducing support call turnaround time.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Diagnosed and resolved hardware and software issues to ensure optimal desktop performance.
- Improved system performance by troubleshooting and resolving hardware, software, and networking issues.
- Increased productivity by configuring and deploying new workstations tailored to individual user needs.
- Coordinated setup/configuration of workstations during office relocations or expansions, ensuring seamless transitions within tight deadlines.
- Managed installation, configuration, and maintenance of operating systems and applications.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up workstations for employees.
- Purchased and installed new computers for enhanced operations.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Supported users by troubleshooting technical problems via remote assistance tools.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Helped streamline repair processes and update procedures for support action consistency.
- Coordinated with vendors for procurement and repair of desktop equipment and peripherals.
- Maintained positive relationships with vendors to secure cost-effective procurement of computer equipment and peripherals.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Ensured data security with regular backup procedures, antivirus updates, and system patch implementation.
- Patched software and installed new versions to eliminate security problems and protect data.
- Implemented process improvements that reduced ticket resolution time significantly.
- Optimized system functionality through routine maintenance tasks such as disk cleanups, defragmentation, and hardware upgrades.
- Documented service call resolutions, creating a resource that improved personnel performance tracking and remediation techniques.
- Fostered a collaborative work environment through open communication channels with team members, end-users, and management in order to address any desktop-related concerns promptly.
- Tested new software and hardware prior to deployment.
- Developed documentation for standard operating procedures to enhance team efficiency.
- Reduced downtime by efficiently diagnosing and repairing malfunctioning equipment onsite.
- Increased productivity by configuring and deploying new workstations tailored to individual user needs.
Computer Operator
Bayou Steel Corporation
Laplace, LA
06.1983 - 06.1988
- Operate the central processing unit and the associated peripheral equipment in the computer room.
- Verified completion of all computer reports and ensured timely distribution to user departments.
- Maintain computer logs indicating overall system performance, computer resource utilization, and error conditions.
- Controlled job execution sequence based on established priority schedules to optimize workflow.
- Managed media library by organizing and maintaining master tape files for efficient access.
- Mount and align printed forms on the computer printer.
- Perform Computer programming tasks under supervision of the programmer analyst.
Education
High School Diploma -
East St. John High School
LA05-1983
Skills
- Customer Support Tools
- Technical Resource Coordination
- Business Application Support
- Technical troubleshooting
- Incident resolution
- Remote support
- User Account Management
- Microsoft 365
- SharePoint
- Supplier Relationship Management
- Active Directory
- User Provisioning
- IT Asset Management
- IT Procurement
- Software Licensing
- End-User Training
- Application Administration
- Vendor Management
Personal Information
Title: IT Support Analyst
Timeline
Sr. Customer Service Engineer
BASF Chemical
09.2025 - Current
Sr. IT Support Analyst
Cornerstone Chemical Company
06.1988 - 05.2025
Computer Operator
Bayou Steel Corporation
06.1983 - 06.1988
High School Diploma -
East St. John High School