Marcus Thompson Email & Phone Number

Pittsburgh, Pennsylvania, United States

Developed and maintained a comprehensive library of DSQ Application user manuals, detailing usage instructions, implementation guidelines, operational processes, and standard procedures.Maintained extensive knowledge of DSQ Application features, functionality , and internal dependencies, and authored specific use case documentation with illustrations.Created new user training materials on data aggregation and retrieval procedures, and leveraged third-party software for in-app support and task-focused training.Provided end-user support for proprietary predictive monitoring hardware, enhancing efficiency through tailored training and thorough testing for optimal performance.Identified opportunities for application improvements by analyzing user feedback and collaborating with development staff, and ensured stability and compatibility by testing new releases.Reviewed Application changes and new feature development against established quality standards, troubleshooting complex technical issues through root cause analysis, and posting solutions to the internal knowledge base.Researched emerging technologies and industry trends to keep application support current, while working closely with development teams to prioritize and address bug fixes and enhancements.Provided Tier 2 (advanced) end-user application support, managing incident tickets for timely resolution, and assisting the Tier 1 service desk with escalations and coordination.Maintained detailed support activity records, met with clients to clarify application implementation requirements, and trained new team members on support procedures, internal tools, and relevant technologies.Mitigated customer issues by responding promptly to support requests via ticketing system, email, and phone, ensuring clear communication and effective resolution.

Little Rock, Arkansas, United States

Managed a team of developers, graphic artists, and marketing specialists while developing and maintaining online properties, including web applications, mobile apps, social media, online advertising, and print/video materials.Conducted project profiling reviews and created supporting scope documentation, serving as the client liaison during all phases of planning, design, development, and post-launch support.Managed hundreds of client hosting accounts across multiple servers using cPanel/WHM, FPT , and GIT repositories, and utilized task management software including Pivotal Tracker, Harvest, and Asana.Leveraged extensive experience with modern Content Management Systems, including WordPress, Drupal, Modx, Joomla, Silverstripe, Big Commerce, Shopify, and Volusion, performing routine web application maintenance using HTML, CSS, Java, and jQuery .Conducted CMS training with clients for pre- and post-launch web site management and worked with clients to expand features and functionality of web applications, estimating medium to large-scale updates.Executed first-level diagnosis of programmatic and security issues for client websites, assigning tasks to appropriate staff members when necessary.Managed multiple online marketing accounts, including Google Adwords, Google Shopping, Bing/Yahoo, and Facebook Ads, and provided graphic art support using Photoshop and Illustrator .Organized, managed, and created original content for clients, collaborating to develop engaging and SEO-friendly material, while consulting on methods to increase online exposure, social media influence, marketing reach, and online reputation.Performed SEO auditing and optimization on existing web applications and oversaw server-side email and data management for the employer company and clients.

Little Rock, Arkansas Area

Planned, scoped, and developed client-specific web applications, ensuring alignment with their needs and goals.Managed and allocated resources for web application development and maintenance, including scheduling development staff.Created, tracked, and organized web application content, and maintained detailed project billing records to ensure accuracy and timely invoicing for prompt payments.Supervised client FTP permissions, email and mail forwarding, domain registrations, and server requirements.Tested, debugged, and refined web applications prior to launch to ensure optimal performance and reliability.Organized and revised web applications using proprietary front-end editing tools and HTML-basededitors, and edited relational database information to maintain data accuracy and consistency.Managed client marketing materials, project descriptions, pricing models, and scope of work analysis documents.Responded to client-reported web application and technical issues through independent research and coordination with development staff and my producer.Coordinated with the design team to maintain project velocity and adhere to projected timelines.Ensured continuous improvement and client satisfaction by addressing feedback and making necessary adjustments.

Little Rock, Arkansas Area

Managed legacy aircraft Completion Specification documentation using Microsoft Word and proprietary eSpec specification software in accordance with authorized customer and Worldwide Completion Specification Coordination requests exercising advanced proficiency in technical documentation management.Edited XML documents and utilized Epic Editor software for enhanced editing capabilities, showcasing expert-level skills in document editing and software utilization.Incorporated and modified aircraft engineering figures and illustrations as needed, conforming to interior finishing specifications approved by Avionics, Interior Specification Specialists, and InteriorDesigners.Maintained and updated revision history within a Microsoft Access aircraft completion database ensuring accuracy and compliance with industry standards.Managed the distribution of Customer Specification revisions and other related documents, ensuring timely and accurate expectation changes to clientele and stakeholders.Showcased expertise in interpreting technical schematics, understanding commercial aeronautical terminology and production processes, demonstrated strong written communication skills.

Pre-Pharmacy, Chemistry, Physics, Biology

Diploma