Zachary Reyna

Delivered Tier I/II service desk support via phone, email, and chat, resolving 50+ tickets weekly in a ticketing system environment. Troubleshot login, performance, connectivity, and software issues; maintained 95%+ first-call resolution by guiding users through step-by-step solutions. Documented incidents, resolutions, and workflows to improve knowledge base and team efficiency; leveraged CRM systems to track interactions and meet SLA targets; analyzed ticket trends with Power BI to identify recurring issues and opportunities for process improvement.

Managed administrative operations supporting multiple active projects, coordinating communication between project managers, subcontractors, and clients. Processed invoices, estimates, and billing in QuickBooks with accuracy and timeliness; prepared and submitted AIA billing and documentation; tracked project data, costs, and documentation across systems; generated and managed change orders and coordinated approvals. Prepared Davis-Bacon certified payroll documentation to ensure compliance with prevailing wage requirements for government-funded projects; maintained accessible project records and reports.

Provided remote technical support to field technicians, troubleshooting VPN, Wi-Fi, and system access issues. Set up, configured, and supported laptops and mobile devices for remote teams; managed large-scale operational and financial data across 50+ sites, ensuring accuracy and reliability. Planned and scheduled 272+ outages, coordinating labor, contractors, equipment, and vendor deliveries; supported construction and infrastructure projects across 56 sites and performed general ledger accounting with site-level reporting. Built KPI dashboards and coordinated vendor invoices (1,000+ monthly) to ensure budget alignment and timely payments.