Berge Marcellus

Miami,FL

Overview

years of professional experience

Certification

University Of Miami Health Systems

Miami, Florida

01.2025 - Current

Support and maintain enterprise-level IT infrastructure across UHealth hospitals and clinics. Prioritizing up time in the organization.
Implement healthcare information systems, including EPIC, CITRIX and billing platforms.
Collaborate with clinical, cybersecurity, and infrastructure teams to deliver reliable technology solutions for all end users
Contribute to incident response, documentation, and continuous improvement initiatives.

Broward Health

Miami, Florida

01.2023 - 01.2024

Managed Azure SCCM and Active Directory for over 300 devices, ensuring security compliance and reducing IT support tickets by 85% in one week through targeted problem-solving.
Configured and maintained network hardware, including switches and routers, to support critical hospital functions and ensure system uptime.
Deployed 100+ PCs during hospital-wide upgrades, delivering smooth transitions with minimal downtime and full software compatibility.
Diagnosed and resolved complex IT issues for a user base of 500+ staff, maintaining uninterrupted hospital operations and precise system documentation.

Amazon

Miami, Florida

01.2020 - 01.2023

Delivered advanced technical support to over 500 employees, resolving software and hardware issues with a high first-call resolution rate, ensuring consistent system performance.
Configured and deployed new employee workstations and associated hardware, streamlining onboarding processes and reducing setup time.
Diagnosed and repaired complex system issues, including virus removal and hardware replacements, improving overall device reliability and security.
Managed and resolved desk tickets, effectively prioritizing tasks to reduce downtime and enhance user satisfaction.
Authored detailed troubleshooting documentation for common hardware and software issues, decreasing resolution times and improving team efficiency.

Western Governors University

Salt Lake City, UT

06-2026

Western Governors University

Salt Lake City, UT

06.2023

Hardware Troubleshooting and Repair: Diagnosed and resolved hardware issues for 1500 devices, achieving a 95% first-call resolution rate and minimizing downtime
Active Directory Administration: Streamlined user and access management for 500 users in Active Directory, reducing access-related support tickets by 20% and improving account setup times by 30%
Networking and Connectivity Support: Configured and maintained network infrastructure for 300 devices, ensuring 99% uptime and resolving connectivity issues within a 24-hour timeframe

Ticketing Systems Expertise: Processed and resolved over 80 support tickets weekly using platforms like Zendesk and Jira, achieving 90% SLA compliance and enhancing resolution workflows by 15%
Remote Desktop Support: Provided remote technical assistance for 1,000 users, maintaining a 95% satisfaction rate and resolving critical issues efficiently in geographically dispersed environments

CompTIA Network+: Validates skills in networking concepts, configurations, and troubleshooting, including resolving connectivity issues and maintaining infrastructure
CompTIA A+: Demonstrates expertise in hardware and software troubleshooting, workstation setup, and technical problem-solving
CompTIA Security+: validated core knowledge in network security, risk management, cryptography, and threat detection; demonstrates ability to implement and manage secure systems.
ITIL Foundation: Demonstrates understanding of IT service management (ITSM) best practices, including incident, change, and problem management within the ITIL framework.
AWS Cloud Practitioner: Foundational knowledge of AWS cloud services, architecture, security, billing, and deployment models for cloud-based solutions.

University Of Miami Health Systems

01.2025 - Current

Broward Health

01.2023 - 01.2024

Amazon

01.2020 - 01.2023

Western Governors University

Western Governors University