Maricris Quinones

Experience in IT Service Desk:

•Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
•Provide technical support for more than 20,000 number of diverse users internationally
•Handle an average of 30 calls per day
•Prioritize and escalate issues where required
•Partnered with Tier II and Tier III help desk peers based in the NA, EMEA, LATAM, AP and ANZ to resolve complex problems that required escalation.
•Provide detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
•Install, configure and modify hardware and software to ensure optimal performance
•Provide responses to inquiries in writing using professional email skills
•Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.
•Resolved problems within Microsoft office (outlook, excel, etc.).
•Worked with Active Directory to build user network profiles, reset passwords, unlock accounts

Technical Skills
platforms: Windows XP, Windows 7, Windows VISTA, Windows 8 operating system
applications: MS Office, Symantec Endpoint Protection Anti-Virus, Bomgar, ServiceNow, Active Directory, ADP ETime, ADP Myhr, Workday, MyExpense, Concur, Exchange email/Office 365, AS400, mainframe, Junos Pulse VPN and Citrix