Marcus Norman Email & Phone Number

• Troubleshoot and resolve advanced issues on an enterprise-level within SIEM technologies such as Splunk, QRadar, LogRhythm, and Azure Sentinel.• Enterprise Windows Administration, system health and resource management.• Enterprise Linux Administration, system health and resource management.• Work to solve a range of complex issues present within client environments, utilizing a Root Cause Analysis approach.• Identify and troubleshoot Windows and Linux backend issues that arise within client environments operating SIEM technologies• Recruiting• Update existing Knowledge Base Articles with innovative and optimized techniques to reduce the average MTTR of issues• Operate ServiceNow to ensure health tickets are categorized and actioned upon based on criticality and time.• Collaborate with Analyst and Content teams to tune existing alarms and custom Regex parsers within client SIEM environments• Interact with SIEM vendors to discover, troubleshoot, and resolve issues

Tampa, Florida, United States

-Manage incoming calls to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.- Excellent Customer Service and Interpersonal Skills needed -Coordinate and perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications- Assess a need for any system reconfigurations based on a request -Install, troubleshoot, repair and support network, server, computer, phone system, and printer hardware, XP, Vista, Windows 7, Windows 10 and Thin Client workstations and laptops -Help and extend support to the existing core IT team in their day to day functions-Local and Remote Support on Desktop/Laptop to the users-Virus management on user Desktop/Laptop-OS and Application Installation on user Desktop/Laptop-Imaging-Microsoft Office Suite 2003, 2007, 2010 and Office365-Active Directory-Replaced Screens, Hard Drives, RAM, Keyboards, and Internal Batteries-PC Destruction-PC Evaluations-Equipment Check-In’s-24/7 Shift Environment

Tampa, Florida, United States

-Provided Tier 2 technical support-Work with agents on the floor with issues-Trained new agents-Work alongside the managers to make sure everything is running smoothly-Took escalated calls

Tampa, Florida, United States

-Provided excellent customer service-Educated customers over the phone with technical issues-Able to work with large call volumes-Provided tier 1 technical support-

Tampa, Florida, United States

-Provided great customer service-Prepared personal taxes in a timely manner-Educate customers about their taxes