Marcus Bruce Email & Phone Number

East Hartford, Ct, Us

Ann Arbor, Michigan, Us

• Imaged and prepared new computers for integration into company networks and systems.• Configure hardware devices and software to set up workstations for employees.• Troubleshoot LAN and Wi-Fi connectivity issues within the corporate office.• Collaborated with Network Admin team to provide hands on support for the corporate network troubleshooting and panel patching for the local office.• Supported network printers for things such as connectivity issues, jams, replacing and ordering toner, and installing maintenance kits.• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.• Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Trained newly hired employees and managers on machine use and maintenance.• Document all actions taken to escalate tickets to higher-level support groups as necessary In ServiceNow.• Participated in laptop refresh project to roll out new laptops to approximately 600 associates who were using older machines that were out of warranty.

West Palm Beach, Florida, Us

• Image PCs to be redeployed.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Oversee the daily performance of computer systems.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Inspect equipment and read order sheets to prepare for delivery to users.

West Palm Beach, Florida, Us

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Inspect equipment and read order sheets to prepare for delivery to users.• Oversee the daily performance of computer systems.• Imaged PCs to be redeployed.• Migrated users PCs from AHMSI domain to CORP domain during transition of networks.• Created phone extensions and voice mailboxes for new hires using Avaya PBX and Audix consoles.

West Palm Beach, Florida, Us

• Act as a point of contact for other Help Desk analysts for questions regarding troubleshooting, policy, procedures, or other technical assistance that they might need.• Reset user's passwords for Network (Active Directory, RSA token, and Blackberry Enterprise server) accounts as well as accounts for other applications such as Lender Processing Services (LPS) applications, PointSec Encryption, PGP Encryption, GOOD Mobile Technology as well as others.• Configured user’s smart phones (iPhone & Android) to receive company email.• Added folders and permissions to user accounts in Active Directory.• Track incidents by creating tickets within HEAT, FrontRange ITSM, Symantec Service Desk 7, and CA Service Desk ticketing systems, escalating problems as appropriate following Help Desk procedures.• Performed 1st level troubleshooting of VPN connectivity, wi-fi, and citrix application issues.• Document processes and procedures as required.• Perform QA of Help Desk calls.• Monitored the HD call queue and tracked agent status.• Participated in projects to implement Symantec Service Desk 7 to replace HEAT, FrontRange to replace Service Desk 7, project to implement Citrix Single Sign-on, and a staffing project that replaced out our off-shore Help Desk staff that was located in Manila, Philippines to a blended support staff with agents located in Coppell, Texas and also in Pune, India that saved the company $150,000.00

Mt Laurel, New Jersey, Us

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Provide Enterprise Monitoring for production systems and network infrastructure using Solarwinds SAM and NPM applications.• Update and resolve trouble tickets that were assigned to the NOC by the Help Desk.• Responsible for troubleshooting production issues and escalating to proper support teams as necessary.• Served as coordinator and point of contact for production issues and outages.• Created communication emails for outages and maintenance activities that would impact production.• Coordinated 3rd party vendors for network circuit troubleshooting, maintenance, and repair.• Write Incident Reports for major production outages for management review.• Provided input with writing operational procedures and tasks for the NOC.• Served as a member of the Change Management Review Board.• Responsible for Data Center Access Controls.• Performed End of Day batch processing activities for the business when working 2nd shift.• Performed Help Desk functions after regular Help Desk operating hours.• Responsible for creating a Shift Turnover Report at the end of each shift and verbally communicating with the incoming Analyst any updates to issues reported during my shift or previous shift that was turned over to me.

Mt Laurel, New Jersey, Us

Santa Ana, Ca, Us