Marc Castrence
IT Helpdesk Specialist
Stockton,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the IT industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
1
1
year of professional experience
3
3
years of post-secondary education
Work History
IT Client Services Technician
MatchPoint Solutions
Lodi, CA
08.2021 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Coordinate with the team to ensure rapid response times and follow-up with users with standard Service Level Agreement (SLA)
- Resolved technical issues over remote/onsite with several users daily.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Image and rebuild computer systems for users.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance user experience and exceed team goals through effective client satisfaction rates.
- Collected an average rating of 5-stars for remote support.
- Average one of the highest SLA %'s on site, 98%
IT Systems Specialist
Crown Bolt Home Depot
Stockton, CA
02.2021 - 08.2021
- Performed network security design and integration duties.
- Diagnosed and executed resolution for network and server issues.
- Provided faculty and staff with security software and network configuration support.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
- Collected data on process control statistics to discover potential improvements to process capabilities.
Technical Support
Rightway Tax Solutions
Stockton, CA
12.2020 - 02.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided replacement files to customers missing data, media files, and software components.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
Associate of Science - Computer Science
San Joaquin Delta College
Stockton 01.2018 - 05.2021
Associate of Science - Mathematics And Science
San Joaquin Delta College
Stockton, CASkills
Troubleshooting
Schedule Management
Ticket Management
Active Directory
Remote Support
Office365
Windows
MacOSX
Mobile Devices
Google Suite
Networking
Training and mentoring
Professional telephone demeanor
Complaint resolution
Timeline
IT Client Services Technician
MatchPoint Solutions
08.2021 - Current
IT Systems Specialist
Crown Bolt Home Depot
02.2021 - 08.2021
Technical Support
Rightway Tax Solutions
12.2020 - 02.2021
Associate of Science - Computer Science
San Joaquin Delta College
01.2018 - 05.2021
Associate of Science - Mathematics And Science
San Joaquin Delta College