Mark Ibarra

Experience

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  BestCon

  Feb 2010 - Jan 2017

  IT Support (on-call volunteer)

  - Provide full support for Mac and Windows - Provide full support for SOHO (Small Office Home Office) wireless- Install requested applications- Maintenance of all assets to keep them up and running smoothly

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  Macy's

  Oct 2010 - Jun 2011

  Sales Associate

  - Greeted customers daily, offered assistance with purchases (M.A.G.I.C.)- Maintained all clothing from the Men’s floor- Accomplished daily sales goals

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  CompuCom

  Mar 2011 - Sept 2014

  IT Support

  - Provide software and hardware support for all Intel employees- Provide support for all iOS and Android devices- Provide the best/ideal customer service for each Intel employee- Support Laptops, Desktops, Phones, and Tablets- Received escalations from Level 1 and 2- Escalate issues to engineering if required (Service Now)

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  Go90 (Formerly OnCue, acquired by Verizon Media)

  Mar 2014 - Apr 2017

  MTS Tech Support

  - Provide level 2 support for go90 app through Twitter (Sprinklr) and Email (SFDC)- Daily, weekly, and monthly reports on: rep’s case creation, SLA, inbound/outbound on customer feedback, content viewership trend, customer verbatim, and customer registrations (DOMO, SFDC, Sprinklr, and Quickbase)- Escalated bugs, improvements, and feature request for go90 to engineers (Service Now & JIRA)- Worked with Engineers for each BETA release of go90 app- Created and updated IKBs and KBs Show less