Marc Gerald Mora

• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Provided basic end-user troubleshooting and desktop support.
• Documented support interactions for future reference.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Configured hardware, devices and software to set up work stations for employees.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

• Supported several test events as a RAM Data Collector and was personally requested by the RAM Data Collector leads to be an asset on their teams
• Input data sets into databases, verifying storage of processed information.
• Supported several test events as a RAM Data Collector and was personally requested by the RAM Data Collector leads to be an asset on their teams
• Create maintenance event logs for any type of fault, equipment failure, or issue that occurred with detailed descriptions of all maintenance actions
• Responded quickly and accurately to any Request for Information (RFI) to ensure the data review process was expedited for the RAM Data Collector leads
• Assisted new hires with their training on the IMShorad test event and ensured they could confidently conduct their responsibilities with minimal to no supervision
• Modified EOC, IFCN, and RIU RAM Data Collection guides for new hires on the IAMD test events to assist the IAMD RAM Data Collector lead with training the new hires.
• Changed and replaced backup tapes regularly and performed detailed server backups.
• Generated reports covering details about data, system operation and error monitoring.

• Repaired and updated equipment to conform to company-wide standards.
• Connected components to exterior cable systems and tested connections for adequate power and functional links.
• Assembled communication equipment such as wiring, switching equipment and power apparatus.
• Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
• Read blueprints and schematics to correctly place equipment.
• Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.
• Worked closely with network administrators and server engineers to deliver quality service.
• Completed new connects, reconnects, disconnects and service changes for residential and commercial customers.
• Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters.
• Configured Cisco Switches and Access Points to ensure configurations were set
  before integrations of upgrades.

• Conduct quality checks and preventive maintenance on incinerators, speed limit signs, speed bumps, and port runner suppression systems on different United States port of entries
• Read different schematic and blueprints to repair PRSS equipment and incinerators
• Conducted PRSS upgrade by ensuring Fiber connections and termination of Cat6 cables were connected properly and connections were securely in place
• Conducted basic Microsoft SQL Server troubleshooting with relations to PRSS
• Removed dirt and lubricated machinery shafts, bearings and gears as part of regular maintenance.
• Conduct repairs on different Radiological Portal Machine booths to ensure quality use for Customs and Border Protection officers
• Contact Customs and Border Protection supervisors to give updates on projects completed and quality of port materials.
• Partnered with facility management to successfully complete projects within anticipated deadlines.
• Troubleshot equipment breakdowns and performed preventive maintenance.
• Adhered to company safety and OSHA procedures to minimize accidents.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.

Led fire teams during battle drills and training exercises.

• Directed logistical training procedures in accordance with military regulations.
• Instructed personnel in de-escalation and conflict resolution techniques for use in foreign national negotiations and cooperative actions.
• Inspected and performed regular maintenance on company communication equipment.
• Conducted reconnaissance operations for planned operations and general intelligence gathering.
• Trained teams on emergency situation preparedness and integration of tactical planning, equipment maintenance and weapon use.