Zachary Sabillon
Santa Clarita,CA
Summary
Dynamic IT professional with a proven track record at Premier America Credit Union, achieving a 95% client satisfaction rate. Expert in network troubleshooting and renowned for exceptional soft skills, leading to a department-leading 98% satisfaction at Forever 21. Specializes in Service Now and Jira, with a focus on impactful project management and seamless user support.
Overview
4
4
years of professional experience
Work History
IT Service Desk Analyst
Premier America Credit Union
Chatsworth
05.2024 - Current
- Provide technical support: to over 400+ Credit Union members, including new hire orientation and onboarding processes. Closing inbound ticket request under out 4 hour SLA, with 95% client satisfaction.
- Managed user accounts: in Active Directory, including creating, modifying, and deleting user accounts, assigning permissions, and managing group memberships.
- Asset Management: Serve as Project management for Branch Asset tagging project. Account that all credit unions were properly tagged, data was transferred into Service now, and closing reports were completed for Stakeholders.
- Successfully managed IT projects: such as the integration of Intune on 150+ devices, ensuring compliance with security standards and safeguarding sensitive customer data.
Information Technology Specialist
Forever 21
Los Angeles
07.2022 - 04.2024
- Impacted user experience, assisting with the daily support for all 30,000 employees. Serving as the first line of support for all HQ users and assisting with store support escalations.
- I leveraged my soft skills and technical background to earn department-leading 98% satisfaction on KPI reports.
- Network technical support; strong networking expertise to effectively handle escalations, and collaborate with remote technicians to resolve complex network issues at Forever 21 store locations. Successfully resolved Level 2 tickets involving the installation, maintenance, and troubleshooting of switches, firewalls, and other network equipment, ensuring uninterrupted network connectivity across all store locations.
- Jira Confluence Administrator. Streamlined departmental processes by revising outdated Confluence documentation, ensuring all team members had access to the most up-to-date procedures and best practices, leading to improved efficiency and reduced troubleshooting time.
Sales / Account Manager
Bobs Furinture
Valencia
08.2020 - 06.2022
- Best of Bobs: Accomplished an 85% closure rate by addressing concerns and providing a welcoming environment.
- Account managing: Managed customer accounts effectively, ensuring accurate documentation of customer information, and meticulous organization of all orders. Demonstrated strong organizational and interpersonal skills to process successfully and close orders efficiently.
- Served as a customer liaison; successfully served as a customer liaison, consistently exceeding customer expectations by proactively addressing their needs, and ensuring a positive and memorable shopping experience.
Education
Bachelors of Science - Information Systems
Cal State Northridge
Northridge05.2022
Associates of Science - Business Administration
College Of The Canyon
Valencia05.2018
Associates of Science - Accounting
College Of The Canyon
Valencia05.2018
Skills
- Ticketing system proficiency
- Service Now
- Jira
- Network troubleshooting
- Remote support
- Hardware support
- Software support
- Windows 10
- Microsoft office specialist (MOS)
- Office 365
- Outlook
- Teams
Timeline
IT Service Desk Analyst
Premier America Credit Union
05.2024 - Current
Information Technology Specialist
Forever 21
07.2022 - 04.2024
Sales / Account Manager
Bobs Furinture
08.2020 - 06.2022
Bachelors of Science - Information Systems
Cal State Northridge
Associates of Science - Business Administration
College Of The Canyon
Associates of Science - Accounting
College Of The Canyon
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