Marc Vigil

• Provided project recommendations to clients based on necessity and business structure, taking account for costs, technical expertise, user impact, and project duration
• Managed all areas of the project including technical planning and setup, user triage, issue resolution, documentation creation
• Delegation of tasks to internal team, vendors, and clients; establishing effective communication among team members for enhanced collaboration and successful project completion
• Achieved project deadlines by coordinating with contractors to manage performance
• Specific technical expertise includes: MDM (Intune, Jamf), Azure virtual environments, physical hardware upgrade and replacement (servers, desktops, firewalls, switches, wifi, etc), email and user account security enhancements (MFA, Conditional Access, DLP, SPF/DKIM/DMARC, spam filters)
• Remained an escalation point for tier-3 support

*Previous employer Soundshore was acquired by Coretelligent in 01/2021

Primary technician for a group of clients in San Francisco and Dallas:

• Escalation point for support tickets relating to managed clients
• Create documentation for newly onboarded clients and changes to current ones, procedures
• Perform monthly 'best practices' checks on each client and work with security team on vulnerabilities
• Maintain day to day operations, tasks important to client business, manage repeated issues etc.

Managed all San Francisco Bay Area and Dallas clients:

• Managed a team of technicians and delegated tasks based on priority and capability
• Planned client environment improvements and implemented as needed
• Installing and configuring networks and network devices - firewalls, switches, access points, voip phones etc
• Complete desktop support and ticket escalation point
• Project planning and execution - server migrations, email migrations, office location moves, new technology additions or revisions etc
• New client onboarding - learning the client personally and technically, creating usable documentation and repeatable processes to support client, build positive client rapport

Primary technician for Dallas clients:

• Remote support + routine on-site visits
• Complete desktop support
• Hands-on support for our remote System Engineers
• Create and maintain client documentation/directories
• Patch deployment

Network Administrator:

• Routine client visits
• Update documentation and connect with end users on all network aspects
• Identify opportunities for improvement/projects
• Provide an escalation point and mentoring for junior technicians.
• Install/configure network devices

Project Coordinator:

• Map out the details and timeline of the project with client VIPs
• Responsible for ensuring timely execution of milestone deadlines, and client communication
• Create documentation and project outlines that specify steps for our technicians to follow

Customer Support Technician + Managerial Responsibilities

• Managed a team of 4 by delegating tasks, conducting weekly team meetings, and finding improvements in process or function
• Ensure processes and customer service standards are upheld
• First point of escalation for Service Desk team
• Maintain client relations

Responsible for maintaining user uptime and computing experience

• Answer technical support calls
• Assign ticket severity & prioritize work accordingly
• Collaborate with other staff and vendor support resources to resolve issues
• Maintain, troubleshoot and support users' software and hardware.