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