Vanesa Marino

Project: Google Workspace Tech Support

• Configured AWS Identity and Access Management (IAM) roles and policies for secure access control.
• Oversaw installation of teleconferencing systems in order to facilitate remote participation in meetings held within the facility.
• Created scripts to automate common tasks related to system administration.
• Involved in system administration tasks such as setting up user accounts, disk space allocation.
• Documented processes related to system administration activities for future reference.
• Managed daily operations of Help Desk Support Services ensuring quality standards were met consistently.

Project: TAPESTRY

End Roll : Mayor Incident Management

• Maintained quality-focused performance benchmarks and schedules when directing project teams.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Software Skills: AD Users and Computers - Microsoft O365 - Service Now – AMAZON Connect / User 360 – IDM – AZURE – Ecometry – Splashtop Business – OMS
• Technical support calls
• Talk to employees and contractors to determine the nature of the problems they are encountering
• Software installation through Software Center
• Password Troubleshooting (Active Directory/ IDM/ Ecometry)
• Research and document knowledge available to all Service Desk
• Update processes and have intricate communication with resolution teams to align processes followed by the Corporate Service Desk
• Authenticator set up
• Mail management, board creation and reporting through Microsoft Outlook 365 (Word, Excel, PowerPoint, and Outlook) both web and application

Project: Sunbelt Rentals

Starting Position : IT Analyst

End Roll : Single Point of Contact

• Software Skills: AD Users and Computers - CISCO Finesse - CISCO Webex – Citrix System- Xen App - Xen Desktop - OKTA Verify Application - Single Sign on Portal - Microsoft O365 - Service Now - WhosOn chat - Wynne System - Lansweeper - Print Management - AllEmployees database – Bomgar
• Technical support calls and chats through Cisco and WhosOn
• Talk to employees and contractors to determine the nature of the problems they are encountering
• Software installation through Software Center
• Printer /scanner configuration and troubleshoot (Lexmark and HP)
• Password Troubleshooting (Active Directory/ OKTA / Wynne)
• Managing Equipment Inventory (Lansweeper)
• Troubleshoot basic Wynne system issues
• Add printers to Print Management and Windows servers
• Manage chat, email, self-service backlog, and misroute queue
• Research and document knowledge available to all Service Desk
• Update processes and have intricate communication with resolution teams to align processes followed by the SD
• Monitor and ensure the operation is running correctly (Finesse SLA)
• Reports mastered: Handover

Project: Neiman Marcus Group Service Desk & Bergdofgoodman

End Roll : Non Voice agent & Night Shift Lead

• Software Skills: Adobe Flash Player - AD Users and Computers - CISCO DNA - CISCO Webex – Citrix System- Xen App - Xen Desktop - CMOS - Dame Ware MRC - Filemaker -Java - Oracle VM - Pulse Secure - RSA Token ID - OKTA Verify Application - Single Sign on Portal - Microsoft O365 - Amazon Connect - Service Now – SNOW - Dame Ware Mini Remote Control - IBM Lotus Notes - Web browsers
• Logging and processing support calls
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• (Lexmark)
• Account setup for staff, orientation, and follow-up
• Solving password problems (Oracle / WMS / Active Directory/ OKTA / POS)
• Talking to associates and contractors to determine the nature of any problems they encounter
• Managing stocks of equipment, consumables, and other supplies (Lexmark)
• POS basics troubleshoot
• Manage the Chat, Email, Self-Service (Incidents and tasks), Backlog, Misroute Queue and VIP Concierge Mailbox
• Research and document Knowledge available to all Service Desk and end users, update processes and have intricate communication with solver teams to align processes followed by SD
• Monitoring and ensure operation run correctly (AWS wallboard SLA)