Roxanna Monclova
POMONA,CA
Summary
An accomplished computer professional with practical IT, experience, and a solid understanding of the IT Industry. Skill sets include System Administration, PC hardware builds, upgrades and installations, User Accounts, and Access Management. Throughout my career, have developed a strong ability to adapt to frequent changes in a time-demanding environment and team building. Am self-sufficient, highly reliable ,acquired excellent verbal, communication & presentation skills through work
Overview
21
21
years of professional experience
Work History
Desktop Support Technician
Jacuzzi Brands
10.2018 - Current
- Purchased, setup and installed new computers.
- Worked with various systems, software and peripherals and various types of games.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Installed, configured and maintained computer systems and network connections.
- Create new hire Active directory accounts
- Create mailboxes, distribution lists, shared mailboxes using Office 365 Admin portal
- Create new accounts in the Salesforce Admin portal.
- Manage devices Windows Autopilot in Microsoft Intune
IT Service Desk Analyst
ConvergeOne
02.2014 - 10.2018
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Refurbishment Agent
Best Buy
10.2012 - 12.2013
- Inspected finished goods to verify conformance with customer specifications and company quality standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Updated inspection journals and daily summary logs with quality-related data.
- Planned and implemented performance improvement and quality assurance programs.
- Suggested improvements to designs and documentation to improve product reliability and manufacturability.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Inventory Quality Assurance
Best Buy
01.2006 - 10.2012
- Completed physical inventory counts each month.
- Performed data entry and completed proper paperwork.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Developed inventory reports to provide management with comprehensive data on inventory levels.
Appliance Repair Technician Assistant
Best Buy
07.2005 - 01.2006
- Ordered parts and maintained adequate inventory.
- Gave accurate and detailed quotes to customers prior to starting work.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with a strong sense of personal responsibility.
Sales Associate
Best Buy
03.2003 - 07.2005
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
Education
Bachelor of Science - Environmental Science
University of Phoenix
Tempe, AZAssociate of Arts - General Studies
Chaffey College
Rancho Cucamonga, CA05.2011
High School Diploma -
Montclair High School
Montclair, CA06.2002
Skills
- Root Cause Analysis
- Data Transfer Best Practices
- End-User Account Management
- New System Deployment
- Device Configuration
- Technical Documentation
- Remote Support
- Software Installation
- Critical Thinking
- Server Administration
Timeline
Desktop Support Technician
Jacuzzi Brands
10.2018 - Current
IT Service Desk Analyst
ConvergeOne
02.2014 - 10.2018
Refurbishment Agent
Best Buy
10.2012 - 12.2013
Inventory Quality Assurance
Best Buy
01.2006 - 10.2012
Appliance Repair Technician Assistant
Best Buy
07.2005 - 01.2006
Sales Associate
Best Buy
03.2003 - 07.2005
Bachelor of Science - Environmental Science
University of Phoenix
Associate of Arts - General Studies
Chaffey College
High School Diploma -
Montclair High School
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