Marvin Gideon Jr. Email & Phone Number

Huntsville, Alabama, United States

Support 1400+ users with IT related issues.

• Provide technical support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
• Responds to inquiries received through phone, mail, and/or face-to-face contact by following standard operating procedures.
• Uses a computer ticketing system to track questions and answers as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
• Attempt to resolve as many incidents as possible during the first contact.

Huntsville, Alabama, United States

• Migrated current customers over to a new billing system.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.

Westlake, Texas

• Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.
• Used Jira Query Language (JQL) to create dashboards for the Service Delivery Team to monitor open/closed tickets.
• Offered friendly and efficient service to customers, and handled challenging situations with ease.

Huntsville, Alabama, United States

• Supported the Information Technology department in handling technology rollout and maintenance.
• Deployed Windows 10 workstations with standardized images.
• Aided problem resolution measures and suggested patches and hardware, software, and network troubleshooting alternatives.
• Delivered assistance and support for team-based Information Technology projects.
• Helped the department set up equipment for meetings, events, and operations.

Bachelor Of Science, Information Technology

Associate'S Degree, Computer And Information Systems Security/Information Assurance