Yen Marquez

Experience

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  Yakidoo

  Jan 2013 - Jan 2015

  Information Technology Help Desk Support

  • Installed and configured Kofax Transformation Modules, both onsite and remotely resulting in cost reductions and increased productivity.• Provided Kofax training for Yakidoo’s IT department staff and participated in workshops to implement, document and support business processes by providing technical solutions for customers. • Proficient in providing technical support by identifying problems, diagnosing causes and troubleshooting to determine corrective actions.

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  Temenos

  Jan 2015 - Jan 2016

  Product Consultant

  • Managed implementations of Temenos' Financial Software as the lead consultant on Loan Origination System (LOS) projects used by credit unions across the country.• Gathered requirements to understand customer's current loan processes/procedures to build business rules, design efficient workflows and configure LOS settings to improve processes.• Traveled onsite for customer training and project implementation; including: diagnosing, troubleshooting and resolving technical issues.

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  Urezel Contracting LLC

  Jan 2017 - Jan 2019

  Co-Owner

  • Maintained a safe and healthy work environment by establishing, following and enforcing standards and procedures complying with legal regulations.• Received and processed customers invoices, purchase orders and contracts.• Created, managed and organized all file systems and folders.

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  Sofidel

  Jun 2019 - Jan 2020

  Help Desk Analyst

  • Providing Electronic Data Input (EDI) management of orders and worked with the production and planning team to ensure customer needs are met.• Entered, controlled and released orders in SAP.• Received and processed customer orders on a day to day basis using the customer preferred method of communication and monitored customer accounts receivable balance and aging reports.

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  Genesis Systems Consulting

  Jul 2021 - Oct 2021

  Information Technology Help Desk

  ● Provided software and hardware support, network administration on-site and remote for the company’s employees and clients. Utilized SolarWinds-N-Able for RMM and Autotask for CRM.● Installed | Configured | Troubleshooted: laptops, desktops, printers and peripherals. ● Managed users in Active Directory (password resets, group policies, account creations and modifications). Asissted with on-boarding and off-boarding process.

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  Atos

  Dec 2022 - Oct 2023

  Support Engineer Level 1

  ● Assist Disney employees over the phone with a QA average between 97%-100%.● Troubleshoot (Mac, Windows, iPhones devices) - Software, Hardware (mapping and fixing issues for printers, phones, monitors), MS Office 365, Zoom, SAP, Citrix, and other Disney applications. ● Assist users with account modifications/password resets/group policies in Active Directory.● Closed 95% of trouble tickets on the first call without escalation. Document, track and monitor issues in Service Now ticket system and tools and escalated issues to the corresponding help desk group if needed. Show less

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  Healthfirst

  Oct 2023 - now

  IT Support Engineer

  ● Assist users over the phone with a QA average between 98%-100%. Provide technical support for Healthfirst employees and vendors utilizing Service Now to document, prioritize and track incidents and requests. ● Troubleshoot Software and Hardware (Windows/Mac users), MS Office 365, Zoom, Citrix, Entra/Azure, Exchange, Active Directory/Roles, CyberArk. Mapping and fixing issues for printers, softphones, monitors).● Responsible for onboarding new users with Account Administration department. Show less