Summary
Overview
Work History
Education
Skills
Timeline
Generic

Margarette Haynes

Hawthorne

Summary

Dynamic Senior IT Customer Service Representative at Epson America, Inc., skilled in critical thinking and problem resolution. Successfully monitored network performance, preventing costly downtime while ensuring compliance and security. Proficient in using Solarwinds and Control-M for effective system management, while delivering exceptional customer service and onboarding training for new team members.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

32
32
years of professional experience

Work History

Senior IT Customer Service Representative

Epson America, Inc.
03.1993 - 06.2025

Worked predominantly in NOC (Network Operator Center) related functions, with minor Customer Support representation:

  • Monitor Network Activity.
  • Respond to Alerts.
  • Part of an IT team that provided 24/7 monitoring and maintenance for the performance and health of the network.
  • Troubleshoot problems.
  • Prevent issues from escalating into costly downtime.
  • Provide remote administration and tech support.
  • Enforce policies.
  • Monitor and enforce security rules.
  • Ensure compliance across business-owned tech devices, using SCM and Ansible applications to remediate servers.
  • Used Solarwinds to monitor server performance and database health.
  • Used GitLab to manage code repositories.
  • Control-M BMC software was used daily for scheduling various cross dependent jobs running on different environments and different platforms.
  • Created service, incident, and problem tickets, using the Incident Management System.
  • Created and maintained documentation for the Noc, System Engineering, and Control-M Support teams. It was shared via Sharepoint software.
  • Acted as after-hours phone support for the USD group. Mitel phones and Miccolab software were used. (Minimal involvement. It was mostly password resets.)
  • Provided Onboarding training, for all employees hired after me, which was every employee in my group.

Education

No Degree - Information And Computer Systems

Los Angeles Urban League
Los Angeles, CA
04-1988

No Degree - Business Communication

Los Angeles City College
Los Angeles, CA
02-1977

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Computer proficiency
  • Call center experience

Timeline

Senior IT Customer Service Representative

Epson America, Inc.
03.1993 - 06.2025

No Degree - Information And Computer Systems

Los Angeles Urban League

No Degree - Business Communication

Los Angeles City College
Margarette Haynes