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Years of experience: 20
✔️ ITBusiness Owner🧨 ConsultingProject ManagerTech Support
Trust Score
Trustworthy; active professional engagement.
Angel's Career Path
Mar. 2020 -Sep. 2023
Echo Global LogisticsInformation Technology Service Desk Manager
Analyze customer service metrics Practice positive interactions - lean on encouragement in place of judgement Own and participate in the evaluation, creation, and maintenance of current and new processes, initiatives, and policies about service process management to improve the efficiency and shape the direction of IT operational processes Own the IT Service Management Knowledge process – ass...
Mar. 2018 -Oct. 2020
Echo Global LogisticsIT ServiceDesk Supervisor
Prioritize and delegate incidents and project work to the Service Desk Team
Develop and document new processes and initiatives to improve the efficiency and shape the direction of the Service Desk
3rd tier escalation for the advanced troubleshooting of complex support requests
Provide technical support to end users via telephone, email and remote access tools
Communicate effectively with both...
Dec. 2015 -Mar. 2018
InnerWorkingsDesktop Technician I
Troubleshoot for all applications, operating systems, printing, & hardware issues.
Build and Deploy Mac PC’s, iPad’s, Desktop’s, Laptop’s
Troubleshoot and Resolve security issues such as McAfee, SSL, VPN and Checkpoint firewalls
Document, maintain, upgrade or replace hardware and software systems as needed
Re-image desktops and laptops as needed
Install, configure, and repair network and pers...