Davidmarcellus (Marcel) Randolph
Perth Amboy,NJ
Summary
Technical Support Associate with 15+ years of experience supporting enterprise environments across healthcare, government, nonprofit, and corporate sectors. Skilled in troubleshooting hardware, software, and network issues; administering O365, Active Directory, Zoom Enterprise, MFA, VPN, and endpoint security tools; and managing user provisioning, lifecycle workflows, and ServiceNow ticket queues. Known for delivering high-quality technical support, improving user productivity, and partnering with infrastructure and security teams to maintain system reliability.
Overview
18
18
years of professional experience
Work History
Technical Support Associate
HIAS Inc.
07.2022 - 02.2025
- Provided enterprise-level technical support across global affiliates, resolving issues involving laptops, mobile devices, network printers, and software applications.
- Administered O365, Azure AD, and Zoom Enterprise, managing user provisioning, access controls, and licensing.
- Partnered with HR to streamline onboarding and offboarding workflows, ensuring proper account creation, permissions, and system access.
- Configured user profiles for network printers, shared drives, MFA, VPN (AnyConnect), and enterprise applications.
- Managed endpoint security using ESET, and enforced MFA policies to strengthen the organizational security posture.
- Performed laptop wipes, reimaging, and asset inventory management to maintain hardware readiness.
- Collaborated with the Network Security and Infrastructure teams on policy updates and technical project implementation.
Customer Support / Claims Examiner (Contractor)
AIG
01.2022 - 07.2022
- Coordinated with policyholders, technicians, and third-party vendors to process and adjudicate warranty claims.
- Utilized multitasking tools and multiple systems to document cases and research contract details.
- Managed 10–15 calls daily while maintaining accuracy and high service quality.
Customer Service Representative (Remote Contractor)
AT&T
07.2021 - 11.2021
- Provided technical support for plan and service issues, assisting customers with device errors and account concerns.
- Helped resolve billing questions, service modifications, upgrades, and customer account adjustments.
Front Desk Guest Services / Night Auditor (Part-Time)
LaQuinta Hotel / Wyndham
02.2018 - 11.2021
- Processed guest reservations, billing, and nightly audit reports.
- Ensured accurate financial reconciliation and communicated service issues for follow-up.
Customer Service Telecom Specialist (Contractor)
AT&T / Sun Technology
05.2020 - 07.2020
- Provided technical support for conference call participants, troubleshooting connectivity, audio, and network issues.
- Managed 25–60 dial-ins per call and supported moderators with conference setup.
Technical Support Specialist (Contractor)
Lifetouch Portraits
05.2019 - 11.2019
- Delivered technical support for desktop, mobile, and software issues via phone, email, chat, and remote sessions.
- Coordinated with Field Operation Managers for escalated incidents involving photography event scheduling.
- Documented and managed escalations using ServiceNow.
Senior Service Analyst (Contractor)
Medix / Coram-CVS
11.2018 - 03.2019
- Verified client benefit coverage and authorizations for medical equipment and home infusion therapy.
- Estimated member out-of-pocket costs and processed service-related requests.
Help Desk Analyst (Contractor)
Abbott Labs / St. Jude Medical
02.2018 - 11.2018
- Provided Tier 1–2 support via phone, remote tools, and email for escalated ticket issues.
- Troubleshot Windows applications, mobile devices, email issues, and enterprise software.
- Resolved 12–45 escalated calls daily and documented incidents in ServiceNow.
Customer Service Specialist (Seasonal)
Evine Live
08.2017 - 02.2018
- Handled customer escalations for order issues, tracking requests, and refunds.
- Maintained 100% quality performance with an average call time of 2:37.
Lead Sales Associate / Store Ambassador
Ralph Lauren Factory Store
12.2016 - 02.2018
- Trained associates on customer service practices and register operations.
- Maintained inventory levels for high-volume departments.
Testing Service Support Rep (Contractor)
York Solutions / Data Recognition Corp.
02.2016 - 08.2017
- Supported K–12 state testing participants with technical troubleshooting during assessments.
- Managed 50–80 inbound and outbound calls daily.
Lead Benefits Service Support Agent (Contractor)
Kepro
03.2015 - 02.2016
- Supported members and medical professionals with benefit and coverage inquiries.
- Handled 40–70 calls daily while maintaining service level agreements of 95% or greater.
Help Desk Mobile Support Agent (Contractor)
TCS / Target Corporation
12.2012 - 03.2015
- Provided technical support for over 150 enterprise mobile applications on iOS and Android platforms.
- Assisted with app deployment, installation, and troubleshooting to ensure system reliability.
- Managed 12–25 mobile support tickets daily.
Help Desk Call Center Agent (Contractor)
AbbTech / U.S. Health & Human Services
10.2010 - 01.2012
- Supported more than 5,500 Blackberry Enterprise Server users during system implementations.
- Administered BES 4.1/5.0 and Exchange 2003/2007/2010 environment tasks, including provisioning, password resets, and mailbox changes.
Help Desk Specialist (Contractor)
Wyle / National Institutes of Health
08.2007 - 09.2010
- Supported over 4,700 NIH users with Active Directory password resets, application installs, and system access.
- Resolved LAN/WAN connectivity issues and ensured proper account provisioning.
- Handled 20–40 support calls daily.
Education
A.A. - Biology
Pre-Medical College
Newark, NJSkills
- Remote support
- Ticket management
- VPN configuration
- Software installation
- Application support
- Security protocols
- Email administration
- Troubleshooting
- Mobile device support
- Cloud-based application support
- Customer service
Timeline
Technical Support Associate
HIAS Inc.
07.2022 - 02.2025
Customer Support / Claims Examiner (Contractor)
AIG
01.2022 - 07.2022
Customer Service Representative (Remote Contractor)
AT&T
07.2021 - 11.2021
Customer Service Telecom Specialist (Contractor)
AT&T / Sun Technology
05.2020 - 07.2020
Technical Support Specialist (Contractor)
Lifetouch Portraits
05.2019 - 11.2019
Senior Service Analyst (Contractor)
Medix / Coram-CVS
11.2018 - 03.2019
Front Desk Guest Services / Night Auditor (Part-Time)
LaQuinta Hotel / Wyndham
02.2018 - 11.2021
Help Desk Analyst (Contractor)
Abbott Labs / St. Jude Medical
02.2018 - 11.2018
Customer Service Specialist (Seasonal)
Evine Live
08.2017 - 02.2018
Lead Sales Associate / Store Ambassador
Ralph Lauren Factory Store
12.2016 - 02.2018
Testing Service Support Rep (Contractor)
York Solutions / Data Recognition Corp.
02.2016 - 08.2017
Lead Benefits Service Support Agent (Contractor)
Kepro
03.2015 - 02.2016
Help Desk Mobile Support Agent (Contractor)
TCS / Target Corporation
12.2012 - 03.2015
Help Desk Call Center Agent (Contractor)
AbbTech / U.S. Health & Human Services
10.2010 - 01.2012
Help Desk Specialist (Contractor)
Wyle / National Institutes of Health
08.2007 - 09.2010
A.A. - Biology
Pre-Medical College