MARC C. L. BISEWSKI
Plano,TX
Summary
Dedicated technical support professional with over four years of experience delivering exceptional customer service and technical troubleshooting across diverse channels. Proven ability to build strong customer relationships while providing timely resolutions to complex technical issues. Skilled in investigating, replicating, and documenting technical incidents using ticketing systems, ensuring thorough and accurate records. Expertise in communicating technical concepts clearly to both technical and non-technical audiences, consistently demonstrating empathy and professionalism in all interactions.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Service Corporation International (SCI)
10.2023 - 08.2025
- Served as first point of contact for approximately 3,000 business locations, building rapport quickly with customers while providing multi-channel support via phone, email, and ticketing system
- Investigated, replicated, validated, and troubleshooted complex hardware and software incidents, creating detailed documentation following prescribed policies and procedures
- Triaged inbound requests, prioritized tickets in queue based on severity and SLA requirements, and resolved issues in a timely manner
- Helped team members through difficult technical incidents, intervening directly with customers when necessary to maintain service standards
- Maintained up-to-date knowledge of latest hardware and software applications to improve support delivery
- Created and updated knowledge base articles to enhance team resources and standardize support procedures
- Adhered to departmental procedures while providing consistent technical support and troubleshooting for POS systems and networked equipment
Field Service Engineer
Service Corporation International (SCI)
04.2021 - 10.2023
- Deployed and configured proprietary and non-proprietary software/hardware to customer locations across North America
- Provided on-site technical support for POS systems, networking equipment, and peripheral devices
- Built strong customer relationships while delivering exceptional face-to-face technical support
- Defused escalated situations with unhappy customers, implementing effective solutions to complex technical problems
- Documented all customer interactions and technical solutions following company protocols
- Collaborated with cross-functional teams to resolve complex technical issues and implement workarounds when needed
Linguist and Data Analyst
WeLocalize
03.2020 - 01.2021
- Demonstrated critical thinking skills while analyzing complex data sets
- Communicated technical concepts clearly to non-technical team members
- Adapted quickly to new tools and technologies while maintaining productivity
Education
Bachelor of Arts - History
St. Edward's University
Austin, TX05.2016
Skills
- Cisco Meraki devices
- Troubleshooting
- Ivanti HEAT ticketing system
- Hardware/software troubleshooting
- Remote diagnostics
- Incident management
- Clear technical documentation
- Customer-focused communication
- Conflict resolution
- Teamwork and collaboration
- Customer relationship management
- Problem-solving
- Technical troubleshooting
- Technical support
- Project management
Timeline
Technical Support Engineer
Service Corporation International (SCI)
10.2023 - 08.2025
Field Service Engineer
Service Corporation International (SCI)
04.2021 - 10.2023
Linguist and Data Analyst
WeLocalize
03.2020 - 01.2021
Bachelor of Arts - History
St. Edward's University