Marcus J. Email & Phone Number

San Antonio, Texas, United States

-Provided technical support to end users, troubleshooting hardware and software issues-Managed and resolved help desk tickets in a timely manner, ensuring minimal downtime for users-Installed, configured, and maintained computer systems and peripherals-Collaborated with cross-functional teams to implement new technology solutions-Developed knowledge base articles for common technical problems to facilitate self-service resolution by end users-Served as a point of contact between end-users and third-party vendors for issue resolution-Performed regular system updates and patches to ensure optimal performance and security

-Documented all support interactions accurately and thoroughly in the ticketing system-Assisted in the installation and configuration of copiers and printers-Performed remote troubleshooting through diagnostic techniques and pertinent questions-Conducted root cause analysis for major incidents to prevent future occurrences-Assisted in maintaining an up-to-date knowledge base by documenting common issues and resolutions-Participated in regular team meetings to discuss ongoing projects and share best practices-Liaised between customers/users and development teams regarding bug reports or feature requests-Served as a subject-matter expert for specific software applications or systems-Collaborated with the IT department to implement system upgrades and patches-Maintained inventory of hardware assets, ensuring accurate records of equipment distribution-Installed new copier machines at client sites, ensuring proper setup and functionality-Provided training to clients on how to operate copier machines effectively, improving user satisfaction-Diagnosed and resolved hardware and software issues with copier machines, utilizing technical knowledge and troubleshooting skills-Responded promptly to service calls from clients regarding copier machine malfunctions or errors

San Antonio, Texas Area

San Antonio, Texas Area

-Monitors all facets of the fleet program to ensure that performance standards are maintained and service level agreements (SLAs) between customers and RICOH are achieved.-Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer-impacting problems, as well as to remedy problems as they occur.-Responsible for supply management of the fleet including orders and procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.-Responds to customer support requests and ensure they are resolved quickly, accurately, and professionally.-Supports continuous fleet optimization efforts through identification of over/under-utilized, frequently serviced, and exception devices.-Monitors service alert and request activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time-Helps coordinate machine moves, removals, and installations.-Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.-Maintains an accurate master list of devices (MLD) using appropriate asset management tools and databases and delivers contracted reports as scheduled or upon request.-Acts as an advocate for the customer in all matters concerning fleet reporting and other support as required.

San Antonio, Texas Area

-Works to ensure that the (SLAs) service level agreements between customers and RICOH are achieved.I respond to customer support requests and resolve them quickly, accurately, and professionally.-Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.-Performs a full range of servicing and repairs including troubleshooting, diagnostics, installation, component replacement, device-hot swap-, removal, and retrofits on assigned equipment-Assist in hot-swap tasks needed to ensure the user's experience stays intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end users to remap, as necessary.-Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.-Responsible for moving desktop printers to a new location only with approval through the SR process.

Fayetteville, North Carolina Area

•Assumed the role of an Information System Administrator, providing strategic guidance and implementing software standardization, compatibility, and deployment strategies while ensuring system integrity. •Successfully managed and resolved computer hardware and software issues, encompassing unclassified and classified information dissemination, to maintain optimal system performance.•Delivered daily hardware and software technical support for military computer communications hardware, software, and equipment, utilizing Remedy trouble ticket software for efficient issue resolution.•Expertly supported over 1000 end-users through responsive telephone and in-person assistance, proficiently troubleshooting, diagnosing, resolving, and documenting a wide range of hardware, software, and network-related technical issues.