Marcus Dugar Email & Phone Number

I am a seasoned IT supervisor with over 20 years of combined military and civilian experience in training, developing, and overseeing daily tasks, I am confident in my ability to excel in this role. In my previous position at Rackspace Technology as an Executive Desktop Support Engineer II, I provided excellent client support as part of a Managed Service Provider support team. I managed all Service Desk ticket assignments with ServiceNow queues per SOP, assisted clients and customers daily with volume overflow or escalation issues with Apple, Dell, Android, and Microsoft Products, and analyzed Help Desk metrics to participate in developing appropriate action plans for improvement. Additionally, I demonstrated good judgment and logic in selecting methods and techniques for obtaining solutions, monitored and reported on adherence to defined service level expectations, and ensured positive and collaborative relationships with IT teams, business leadership, and customers. In my most recent role at UnitedHealth Care / WellMed / Optum Services, I served as an IT Help Desk Supervisor, where I supervised, mentored, and trained a team of 15+ Help Desk agents, managed all Service Desk ticket assignment queues per SOP, and worked to assist clients and customers daily with volume overflow or escalation issues. I also analyzed Help Desk metrics, participated in developing appropriate action plans for improvement, and ensured positive and collaborative relationships with IT teams, business leadership, and customers. I possess expertise in project management, server administration, customer retention, data analysis, SharePoint administration, and policy implementation, among other areas. My leadership skills and efficient communication blended with effective team building, empathy, problem-solving services, and competent oral/written capability make me an ideal fit for the position.

• 

  Columbia College

  Busines Management Information Systems