Marcus Armstead Email & Phone Number

El Segundo, California, United States

El Segundo, California, United States

Resolves and triages technical support tickets to 200+ users in multiple offices, both domestically and internationally, responding to tickets within Service Level Agreements (SLA).Conducted IT training for all new hires, ensuring smooth onboarding.Managed the offboarding of users, ensuring secure access termination and data protection.Managed IT infrastructure, ensuring optimal system performance and scalability.Supported Identity and Access Management (IAM), maintaining secure access protocols.Led software migration projects, ensuring smooth transitions and minimal disruptions.Configured and deployed systems across various locations.Conducted software audits to ensure compliance, system integrity and reduce costs.Authored technical documents for end users and IT staff, streamlining support processes.Assisted in the procurement and implementation of software solutions to advance company operations and improve productivity.Collaborated with the cyber security team and ensured SOC2 compliance by implementing and maintaining required security controls.Designed and built an Interactive Voice Response (IVR) system to enhance customer communication workflowsDecommissioned an office space, handling IT logistics and asset recovery.Led the migration from Zoho to Zoom Phone, ensuring seamless communication transitions.Managed Zoom SMS, Zoom IVR, and other telecommunication tools.

Santa Monica, California, United States

Provided technical support to 100+ users both domestically and internationally, responding to tickets within Service Level Agreements (SLA).Assisted in the implementation of a new service desk system, which enhanced visibility and improved response times to user tickets.Conducted IT training for all new hires, ensuring smooth onboarding.Performed monthly security patches on workstation applications to address vulnerabilities.Managed Active Directory, creating and organizing objects based on firm policies and protocols.Assisted in the successful migration to Office 365, ensuring minimal disruption to end users.Imaged and configured PCs, laptops, tablets, and mobile devices to meet company standards.

Los Angeles, California, United States

Provided technical support to over 500 users, maintaining user peripherals, printers, and workstations.Responded to tickets within SLA, ensuring follow-ups on all customer issues.Installed operating systems, drivers, and applications on user devices in alignment with corporate policies.Configured user hardware and network properties for break-fix scenarios, equipment refreshes, and new hire setups.Utilized the corporate incident management system to log and track all support tasks and incidents.Maintained accurate inventory records for corporate hardware and software assets.Performed time-tracking tasks as required to ensure efficient workflow.Assisted in the procurement of hardware and software for company use.Collaborated with team members on advanced tasks and complex incidents.

Provided support as a member of the meat team to include duties related to counter service, stocking, and sanitation in the meat department.Assisted in leading a team that made a weekly income of 80k in sales.Regularly maintained department inventory.

Inglewood, California, United States

Responsible for assisting customers throughout the buying process. Greeting customers when they enter the store, helping customers find specific products or showing them how to use them and ringing up customer purchases on the POS register.

Hawthorne, California, United States

Receiving and processing incoming stock and materials.Picking and filling orders from stock. Overseeing the packing and shipping of orders, and/or managing, retrieving, and organizing stock.

Information Technology

Computer Programming