Marques Itamar

Premier Support Engineer

As a TSE, I provide support for all technical queries from customers related to Zendesk’s multi product platform via live messaging as well as providing resolution for all escalated technical issues. I am also a mentor and an inspiration to my team as well as growing my professional abilities to coach, train, and give/receive feedback. My main activities are to provide the best support possible to my peers in a swarming methodology. In a weekly basis, I solve 35-40 tickets. I am always trying to help my colleagues to deliver the best results to our end users. I tend to go above beyond trying to find the best answer for our customer's questions. I am hands on on the daily basis withe the software and technologies below:

Zendesk SaaS, SalesForce, Jira, Okta, Azure AD. /li>

JavaScript, HTML, CSS, Integrations, APIs.

UNIX Command Line

System Analyst

As a System Analyst at Fairview I provide the best support to customers of the Fairview organization. Provided First Level support and Second Level Support to all IT users throughout the organization. Assisting customers with support for incoming queries and issues related to computer systems, software, and hardware was the main task for this position.

Azure and Windows Active Directory

Goverlan Agent Software and Citrix Receiver/XenDesktop/XenApp

Performed actions in Active Directory and used Management tools to run diagnostics.

ServiceNow Change Management or Ticket creating

Ownership of creating queries and managing them in ServiceNow

IT Analyst

Documented and mapped business processes and requirements for the future state of the IT solution

Facilitated the business process redesign and documentation as needed

Transferred content to gov’t agencies & channel partners using databases and syndication tools

Managedd many issues and requests as they come in Jira Software

Developed the Product Management skills

Information Technology Intern

Responsible to create a workflow for Patient Discharge in Epic Health Record Test Environment using UiPath Automation tool.

Responsible to create a Visual Basic Application in Excel to generate a great amount of random patients in a faster manner using automation.

Used UiPath Orchestrator for deployment, monitoring and management UiPath Robot Automation activity.

Created process model for Epic Health Record Application using UiPath and testing using UiPath Studio.

Lead my own project to test demographics between Epic and third party systems. Responsible for planning, creating a tracker using MS Excel, testing patients and to follow up with third party responsible testers.

Responsible to coordinate teams in Integrated, Regression, Application testing, creating patients for testing, creating schedules and following up with teams to make sure testing was done in a timing manner.

Media Coordinator and Soccer Operations

Negotiate with media channels to close competitive deals

Create and manage the organization’s social media profile and presence

Develop content for broadcast, print and online distribution channels

Build positive relationships among diverse individuals such as: athletes, parents, coaches, media, staff,and general public

IT Tech Support/Computer Support

Manage a high volume of support calls on Windows and Mac Operational systems.

System administrator roles: User admin setting up, maintaining account and systems. Arrange repair for hardware. Creating file systems, installing software, monitor network communication.

Performed Desktop and troubleshooting techniques over the phone or in person.

Assist team members and provide support and solutions to student’s queries to meet universities’ objectives.

Create and close tickets in ITSM (IT Service Management). ITSM Proficiency.

Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.

Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.

Problem solving

Documentation internally

Training new staff (Students)

Retail Sales Consultant and Tech Support

Provided excellent customer service for every customer every time.

Executed sales, service and customer experience.

Met and exceeded assigned goals for: customer experience and reputation, sales and services, revenue and productivity.

Participated in regular store management role plays.

Proper customer behavior.

Finance Internship

Constructed Research and Finance Data Portfolio

Managed Investment Projects

Client Services

Marketing Projects