Marcus C. Email & Phone Number

Austin, Texas, United States

- Provide Tier 2 Support for Customers accessing APS system via phone and email- Providing technical assistance for questions and problems and help fix issues- Diagnosing system errors and other issues- Consult with Tier 3 to assist with advanced issues- Following up with customers to ensure full resolution of issues- Create and monitor tickets in JIRA and ServiceNow- Running reports to analyze common complaints and problems- Create and generate various reports in Service Now- Perform system checks on APS application- Training other staff members on troubleshooting and diagnosing problems- Writing, editing, and revising training manuals for new and updated software- Corroborate and validate data for multiple sources- Perform user acceptance testing for releases and maintenance.

United States

This position consisted of access control management using networked devices, as well astroubleshooting said devices remotely.- Configured access control schedules & events as well as troubleshot and diagnosed faulty networkedsecurity devices using CCure Administration- Managed digital user access control using Active Directory group assignment- Configured and troubleshot networked security cameras using Genetec Configuration Tool, as well asthe HTTPS menu accessed by camera IP- Assisted security guards with troubleshooting camera monitoring in Genetec- Managed, configured, and remotely troubleshot physical and digital access control systems andcameras. AD, CCure, and Genetec

Austin, Texas, United States

This position consisted of on-call Broad-duty customer-facing consulting utilizing the ConnectWisesuite of Control, Manage, and Automate. day-to-day consisted of solving problems of varying degreesas a first-call-resolution consultant, ranging from simple password resets & driver updates to VMtroubleshooting, server management, or network outage remediation.- Remediated server/Network outages with Auvik/Meraki Dashboard- Maintained Windows Server backups (Mostly using Veeam Veeam) and updates, and restored files forusers as needed.- Created and managed Active Directory users and groups, file permissions, and share drive access- Created and managed share drives hosted on Windows Server- Created and managed users in Office 365 Admin Center, including license allocation- Configured basic policy in Azure, such as geo-filtering for user logon during travel- Troubleshot and managed VMs with Hyper-V, VMware, and Azure- Troubleshot mailbox issues using both Exchange Admin Center as well as Exchange OnlinePowershell access- Troubleshot network issues between various equipment, computers, and servers- DNS, DHCP, SSH,FTP, RDP, SMTP, HTTP/S etc...- Communicated & collaborated with client vendors to manage and maintain app server services, andprogram license distribution services

This was a short-term contract for a nationwide Windows 10 deployment following the integration andrestructuring of another company which was acquired by Linde.- Imaged over 600 computers using a pre-configured MDT over PXE boot- Moved and replaced computers for employees in my office- Maintained communication with shipping vendor to ensure batches of laptops were shipped to thecorrect offices- Assisted in-office employees with computer troubleshooting including but not limited to: networkissues, A/V setup for meetings, and cable management- Utilized company-provided Udemy learning resources to maintain productivity during down timethroughout the day

Broken Arrow, Oklahoma, United States

This was a contract-to-hire position, 6 months as hardware refresh / windows 10 upgrade, then 6months in their infrastructure team as desktop support.- Imaged over 300 computers using Macrium Reflect, and configured them to company standards- Migrated data as needed during computer replacement- Collaborated with high-level administration including directors and Doctors- Performed PC troubleshooting for both software and hardware across multiple offices, both throughremote access and on-site if necessary- Recorded tasks completed and assisted with tickets submitted through ticketing software (Solarwinds,and then ManageEngine)- Managed and assigned phone extensions using ShoreTel Director- Configured user and computer accounts in Active Directory- Communicated & Collaborated with medical equipment vendors to ensure compatibility with labmachines, radiology imagine devices, various medical tools, and medical cameras- Maintained inventory records for all physical IT systems including but not limited to desktops, laptops,monitors, phones, and peripheral devices

Tulsa, Oklahoma, United States

This was a contract position for a cable refresh project to replace copper ehternet cables with fiber linesunderneath the data center floor.- Used simple schematics to determine which cables needed to be replaced- Cut ethernet cables with handheld wire cutters and transported them to an on-site recycling facility tobe transported away- Ran new fiber lines underneath data center and connected them to servers (Both live and offline)- Assembled, disassembled, and moved large server cabinets based on client needs within their leasedspace- utilized down time to test used fiber cables with Fluke fiber cable testing equipment

United States

This position was my introduction the the field of professional IT work. I was thankfully able to fill the big shoes perfectly and my work efficiency was praised highly by the project manager.- Reported directly to project manager as a team lead, responsible for ensuring security & policycompliance as well as training new contractors on needs for the project- Trained my growing team on topics of imaging, basic data migration, basic troubleshooting, and PCreplacement- Configured on-site devices including printers, insurance card scanners, document scanners, andvarious medical equipment including but not limited to medical imaging devices.- Installed company software- Migrated user data as needed during computer replacement- Provided basic training to employees for new operating system use and procedures- Managed and configured user / computer accounts through Active Directory- Troubleshot basic network issues for desktops, laptops, and mobile phones

Tulsa, Oklahoma Area

Vocational, Computer And Network Technology

A+, S+, and N+ training.

High School Diploma

Vocational, Windows Server Administration

MCSA training, Windows server 2012 & 2016