Marcus L. Email & Phone Number

Clinton, SC, US

Greenville, South Carolina, United States

Responding to customer reports to install, service, and repair ACG customer products (primarily ATMs) to full capability when they are faulty.Addressing computer problems, such as potential viruses or other security threats.Handling hand and power tools while utilizing a working knowledge of mechanical engineering and maintenance.

Greenwood, South Carolina, United States

• Managed and authorized usage of our Windows/Mac devices and other electronics in the computer lab forstudents and faculty/staff.
• Assisted customers over the phone with any technical issues they may have with our personal university log-inportal, Multi-Factor Authentication method, or university distributed e-mail accounts.
• Managed student accounts and passwords using the Help Desk Account Manager program and guided studentsthrough account access procedures.
• Responsible for quickly identifying and understanding any other external issues a customer may have so that theycould be redirected to the proper departments or staff for further assistance.
• Escalated SolarWinds Service Desk tickets to the proper levels in extraneous circumstances after considerabletime had been spent on a single ticket.
• Oversaw onboarding processes and trained new employees on how to operate confidential Help Desk Supportsystems and how to provide customers with a variety of technical support issues.