MHAY P. DIAZ
IT SUPPORT ANALYST
Trece Martires
Summary
Seeking a challenging position within a reputable organization to expand learnings, knowledge, and skills. Dedicated and motivated, eager to contribute expertise and drive for personal and professional growth. Committed to excellence, confident in ability to make a positive impact and thrive in a dynamic work environment.
Overview
10
10
years of professional experience
Work History
IT SUPPORT ANALYST - First Line Role
ATOS INFORMATION TECHNOLOGY INC.
11.2023 - Current
- Documentation of Technical Issues using Ticketing Tools
- Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive user experience
- Take on phone queues focusing on quality over quantity
- Providing Technical Support using Knowledge Based Articles
- Troubleshoot and resolve issues using remote access tools
- IT Asset Management
- Escalate complex issues to senior engineers when necessary
- Email, phone (inbound and outbound), chat support
Media Review Analyst
Accenture Inc.
11.2020 - 04.2021
- Understanding client policies and guidelines, and making decisions based on them
- Reviewing user reports regarding website content
- Identifying improvement opportunities in workflow and suggesting solutions
- Liaising effectively with other internal and client teams
IT Support Analyst - First Line Role
WeServ Systems International Inc.
06.2015 - 01.2021
- Documentation of Technical Issues using Ticketing Tools
- Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive user experience
- Take on phone queues focusing on quality over quantity
- Providing Technical Support using Knowledge Based Articles
- Troubleshoot and resolve issues using remote access tools
- IT Asset Management
- Escalate complex issues to senior engineers when necessary
- Email, phone (inbound and outbound), chat support
Education
Bachelor of Science - Computer Engineering
STI College Santa Rosa
Skills
Customer Service Excellence
Technical Expertise (Software & Hardware)
Communication Skills
Analytical Mindset
ServiceNow Ticketing Tool
Microsoft O365
Active Directory
Azure Portal/Microsoft Intune
Remote Desktop/Remote Session
Administration Rights level of Troubleshooting
Zscaler/Global Protect/Pulse Secure/SentinelOne
SCCM/Software Center
Citrix Workspace/Citrix Director
Ping ID/Microsoft Authenticator
AWS
Timeline
IT SUPPORT ANALYST - First Line Role
ATOS INFORMATION TECHNOLOGY INC.
11.2023 - Current
Media Review Analyst
Accenture Inc.
11.2020 - 04.2021
IT Support Analyst - First Line Role
WeServ Systems International Inc.
06.2015 - 01.2021
Bachelor of Science - Computer Engineering
STI College Santa Rosa