Summary
Overview
Work History
Education
Skills
Software Experience
References
Timeline
Generic

Luis O. Márquez Ortiz

Gurabo

Summary

Professional Field Support Specialist with over 20 years solid experience in providing technical assistance and support. Known for strong collaboration skills and results-driven approach. Adaptable and dependable, excels in troubleshooting, network management, and problem resolution. Strong emphasis on teamwork, communication, and delivering high-quality solutions.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience

Work History

Field Support Analyst I (US)

Elevance Health
01.2023 - Current
  • Review and analyze vendor performance and maintain strong supplier relationships.
  • Maintained accurate records of reported incidents and resolutions, allowing for informed decision-making regarding future IT investments.
  • Stayed current with industry trends and emerging technologies, offering valuable insights to inform the company''s IT strategy.
  • Monitor and maintain optimal inventory levels to meet operational needs.
  • Implement inventory control processes to minimize excess and obsolete stock.
  • Conduct regular inventory audits and reconciliations to ensure accuracy.
  • Maintain accurate records of procurement and inventory activities.
  • Collaborate with finance and accounting teams to ensure proper budgeting and cost control.
  • Enhanced system performance by troubleshooting and resolving technical issues for endusers.
  • Streamlined workflow by implementing new software solutions tailored to specific department needs.
  • Provided expert guidance on hardware selection and procurement processes, supporting cost-effective purchasing decisions.
  • Conducted regular audits of software licenses in use within the organization, ensuring legal compliance at all times.

Service Desk Field Support 1

MMM Holdings
01.2018 - 01.2023
  • Prioritize, respond to, and follow up on issues reported by end users.
  • Responsible for entering contractor employee invoices.
  • Analyze transactions of Tier 1 and 2 Support Representatives to identify operational situations that affect service quality.
  • Prepare daily, weekly, and monthly reports on projects and ticket statistics.
  • Evaluate internal processes to ensure compliance with department policies and procedures.
  • Monitor and prepare schedules for Tier 1 Support Representatives.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Remote System Analyst

MMM Holdings
01.2016 - 01.2018
  • Respond to end-user requests via phone, email, IM, and ticketing system for on-site and off-site users.
  • Track and document all support requests using the ticketing system.
  • Configure, troubleshoot laptops, servers, desk phones, cell phones, printers, and other end-user devices.
  • Manage user accounts in Office 2010/Active Directory, email, and cloud applications.
  • Assist with onboarding of new users, manage PC setup and deployment using standard hardware images and software.
  • Handle support requests effectively and in a timely manner.
  • Occasionally provide after-hours and weekend support for infrastructure projects.

Systems and Telecommunications Coordinator

Pan-American Life Insurance
01.2005 - 01.2016
  • Provided technical assistance to end-users and LAN monitoring.
  • Performed LAN support functions such as optimizing environment security and virus protection.
  • Managed IT vendor selection and agreements.
  • Ensured compliance with industry regulators.
  • Managed IT projects and policies.
  • Developed IT plans for small businesses, including architecture and purchasing strategies.

Education

Bachelor of Science - Computer Science

InterAmerican University
Bayamón, PR
12.1999

Skills

  • Ability to work independently and as part of a team
  • Over 20 years of IT Service Desk support experience in environments with over 1000 users
  • Excellent communication and time management skills
  • Ticketing system
  • Remote support
  • Customer support
  • Software installation
  • Application support
  • Incident management
  • System configuration
  • Hardware maintenance
  • Backup management
  • Asset management
  • Operating systems
  • Hardware installation
  • Mobile device management
  • Virtualization technologies

Software Experience

  • Applications: Microsoft Office 365, Microsoft Azure, Microsoft Intune, IBM Client Access, Apple Configurator
  • Operating Systems: Windows 10 and 11, UNIX
  • Databases: MS Access, SQL

References

References available upon request.

Timeline

Field Support Analyst I (US)

Elevance Health
01.2023 - Current

Service Desk Field Support 1

MMM Holdings
01.2018 - 01.2023

Remote System Analyst

MMM Holdings
01.2016 - 01.2018

Systems and Telecommunications Coordinator

Pan-American Life Insurance
01.2005 - 01.2016

Bachelor of Science - Computer Science

InterAmerican University

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Luis O. Márquez Ortiz