Phillip Marquez
Lead Helpdesk Technician · Oakley
Santa Ana, CA
In My Own Words
Having achieved various goals in my career of Accounting and Helpdesk Technical services, I am interested in expanding my professional horizons by seeking new challenges in various fields.
Work Experience
Lead Helpdesk Technician
Oakley2009 – 2015
•Provided first line support for internal users with inquiries, problems, and/or requests •?Provided first line phone support for all Oakley, N3Loptics and Oliver Peoples retail stores •Enterprise level support with over 6000 employees •?Recorded and tracked customer information on inquiries, problems, and/or requests utilizing Remedy and Heat ticketing system •Performed PC hardware support, troubleshooting, configuration, Windows XP/7 support •?Basic networking troubleshooting •Browser support, such as IE, Chrome, Firefox and Safari •Adhere to all escalation procedures according to services level agreement •?Troubleshot retail POS system (Retail Pro 8 & 9) with all Oakley stores. •Projects recently work on was upgrading all internal and external user •Helped develop, document and distribute production operational processes •?Assisted the asset management team with purchasing, warranties, imaging, shipping and e-waste of all hardware disposal •?Created and updated documents for KB (
Asset Management Administrator & Domain Name Specialist
Freedom Communications, Inc. (@ OC Register)2007 – 2008
- Troubleshoot, configure and minor repair of Blackberry / Cellular phones - Purchase & track hardware ownership and software licensing for all systems (via P.O. System) - Support, Manage and return all Dell Warranties Parts Direct product line - Provide minor Maintenance and minor repair for printers, copiers and fax machines - Provide on-call customer support to all users - Manage, maintain and acquire ownership of 2,500+ domain names
Specialist Help Desk II
Freedom Communications, Inc. (@ OC Register)2005 – 2007
- Troubleshoot, configure and minor repair of Desktop & Laptop workstations - Provide Level 1 & 2 Helpdesk Call Center Support (via remote and telephony) - Traffic assistance to users for all technical support issues - Provide training to all new employees of the Helpdesk Support team
Helpdesk Support Technician
The GDR Group, Inc. (@ Broadcom Corporation)2002 – 2003
- Provide Level 1 Helpdesk Call Center Support (via remote and telephony) for all Domestic and International Callers - Traffic assistance to users for all technical support issues (Domestic & International) - Troubleshoot, configure and minor repair of Desktop & Laptop workstations - Provide minor Maintenance and minor repair for printers, copiers and fax machines
IS/PC Technician
RiechesBaird, Inc.2001 – 2001
- Maintain, analyze, troubleshoot and repair personal computers - Purchase, track hardware ownership and software licensing for all systems - Support and maintain user account information including security rights and systems groups - Maintain and repair printers, copiers and fax machines - Support and manage help desk - Manage and maintain U.S. postage meter (PFE Ascom MMS System) - Manage and maintain Federal Express Powership account and service
Responsibilities: Direct and coordinate local area computer network activities; plan and develop policies and procedures for carrying out computer operations; establish and maintain network users, user environment, directories and security; provide guidance and training to network users on their access to resources on the network and the operation of various software programs; maintain current information on changes in user and system software and hardware requirements; Monitor and administer the network and keep system information up-to-da
Accounting Assistant
RiechesBaird Advertising1998 – 2001
- Issue checks payable to media, print, broadcast, & misc. vendors - Coordinate accounts receivables and payables - Create billing invoices, credits and statements - Assist Account Executives/Coordinators with Client Billing - Bank Account Reconciliation - Customer Service to Vendors and Clients - Language translation services
