Marcus Palma Email & Phone Number

San Bernardino, Ca, Us

Fullerton, California, United States

Mentor and train members of IT support staff and deliver performance reviewsMaintain data security and implement tactics to prevent cybersecurity attacksOffer innovative solutions that meet clients’ needs while remaining cost-effectiveMonitor and prioritize open incidents or problems and provide level 3 support when neededIdentify opportunities for improvement through active engagements with the team

Fullerton, California, United States

Troubleshooting and resolving software, operating system, and networking problems.Installation of hardware, software, systems upgrades, network accounts, network security, interface, and updates.Microsoft Windows Active Directory auditing, maintenance, and troubleshooting (GPO, User\Computer accounts).Document technical environments, processes and procedures

United States

Spearheaded security operations, deploying solutions to hundreds of devices using Blackberry Cylance+ Optics Antivirus and Avanan SAAS Email Security.Maintained a proactive stance on information security for computing systems, networks, and email, responding to alerts and conducting thorough investigations.Conducted regular audits to ensure compliance with security protocols and documentation standards.Served as interim manager for a key client, overseeing 300+ devices and users, streamlining ticket resolution, and staff training.Developed a custom USB bootable imaging device, significantly reducing deployment times for client machines.Managed Windows Updates for 1000+ devices, ensuring seamless feature rollouts and client communication.Delivered Tier 2 and 3 support, providing exceptional customer service and resolving complex technical issues.Trained junior Systems Engineers and implemented network equipment configurations, including VPNs and VLANs.

Onboarded and trained new users, instilling best practices for security and service request procedures.Advised clients on IT infrastructure enhancements, including server updates, VOIP services, and productivity tools.Orchestrated IT projects, liaising with vendors and overseeing network configurations and software implementations.Educated technicians on customer service excellence and technical troubleshooting across various platforms and devices.

Riverside, California

Delivered top-tier customer service, resolving a wide range of technical issues for clients in office and on-site environments.Managed Backup and Disaster Recovery (BDR) operations for 100+ servers, ensuring data integrity and system resilience.Proactively monitored client infrastructures, identifying and addressing anomalies and service disruptions.Documented client information, maintaining up-to-date records on vendor details, software, and hardware specifications.

Riverside

Provided stellar customer service, efficiently creating tickets and coordinating with technicians to resolve client issues.Collaborated with technical teams, contributing to hardware replacements, quality control, and software installations.Managed daily tape changes for AS400 and Oracle systems within a third-party data center.Utilized Nagios and Pager Duty for client monitoring, ensuring prompt technical support in case of server downtime.

Victorville

Oversaw the maintenance and updates of the company website, ensuring optimal performance and current information.Diagnosed and remedied hardware and software issues, restoring functionality to computers.Established and configured wireless networks and routers, promoting reliable connectivityImplemented robust firewall solutions to fortify network security using Sonicwall

Ontario, California

Provided IT helpdesk support, resolving issues for clients through diligent troubleshooting via phone.Addressed and resolved helpdesk tickets, delivering timely and effective solutions.Monitored temperature-controlled server rooms to ensure optimal conditions for equipment.Executed daily backups on the AS400 system, safeguarding critical company data.Oversaw the Oracle system database to ensure the accuracy and reliability of data.Managed user accounts within Active Directory, performing updates and modifications as required.

Ontario, California

System Maintenance: Conducted regular cleaning and maintenance of computer hardware to optimize performance.Technical Troubleshooting: Diagnosed and resolved a variety of computer issues, enhancing network reliability and efficiency.Hardware Management: Performed meticulous hardware repairs and replacements, including maintenance of specialized Zebra printers.Printer Maintenance: Managed the upkeep of HP printers, including paper jam resolution and ink replacement.