Marcus Bryant
University of Maryland Baltimore School of Nursing
Halethorpe,MD
1
Certification
10
years of professional experience
IT support assistant supporting end users through help desk ticketing systems, remote desktop tools, and onsite troubleshooting. Resolves software, hardware, and network issues by configuring equipment, testing new applications, and documenting fixes for faster repeat support. Strengthens internal support by creating training materials and clear process instructions for common technical problems.
Work History
IT support assistant
2 Years 10 Months- Appointed as head pointman for the university security system, which includes maintenance of the equipment and maintaining the training materials
- Diagnosed and resolved complex technical issues for internal customers in a timely manner
- Utilized remote desktop tools to assist users with basic troubleshooting, enhancing issue resolution efficiency
- Diagnosed network problems by running ping tests and trace routes to isolate the issue
- Created training materials addressing common technical issues to enhance user understanding
- Documented processes with clear instructions, streamlining resolution of recurring technical issues
- Partnered with departments to develop tailored solutions that addressed specific customer needs
- Tested new applications prior to deployment in order to ensure compatibility with existing systems
- Appointed as the pointman for AV issues in the clinical simulation's department which included troubleshooting any issues regarding network, audio and anything related to Laerdal
Smart Home Professional
1 Year 1 Month- Vivint Smart Home, Laurel, MD
- Communicated arrival times to customers and followed up with previous clients to confirm satisfaction with their system and address any issues. Responded to service calls, resolved issues on-site, and conducted full system tests to ensure optimal performance.
- Recommended necessary equipment to customers to maximize system protection based on individual needs.
- Discuss the total cost of the system and installation to ensure everything meets the needs of the customer
- Discussed total cost of system and installation, ensuring alignment with customer needs and budget.
- Installed components and conducted full system tests, verifying functionality and reliability of the installation.
Lead Technician
11 Months- Supported team of technicians in daily repairs and area maintenance, contributing to operational efficiency
- Performed repairs on various different cellular devices, including Apple and Samsung branded devices
- Performed different diagnostics on customers' devices to assess any issue occurring with their device
- Worked in tandem with T-Mobile's team to provide customers with excellent service
- Managed accurate inventory through bi-monthly counts and timely processing of parts for RMA, ensuring stock availability
- Contributed to leader meetings by sharing best practices and adapting to new procedures and systems, fostering team alignment
- Maintained certifications with Apple, Samsung, and Wise
Store Leader/Manager
1 Year 9 Months- Handle electronics insurance claims for repair, i.e. Cell Phones, Tablets, Computers, Video Game Consoles
- Managed inventory of repair parts and supplies, conducting weekly counts and coordinating returns to distribution center for credit
- Maintain consistent stock of parts for repairs and supplies needed to operate daily. Ensure inventory is maintained properly, i.e Weekly inventory counts, sending broken parts to distribution center to receive proper credit, ensuring defective parts are sent back RMA
- Maintain consistent stock of parts for repairs and supplies needed to operate daily. Ensure inventory is maintained properly, i.e. Weekly inventory counts, sending broken parts to distribution center to receive proper credit, ensuring defective parts are sent back RMA
- Conducted market runs to build community relationships and promote our services as a one-stop repair and insurance provider for electronics
- Conducted market runs to foster community relationships and promote services as a one-stop repair and insurance provider for electronics, enhancing brand visibility.
- Completed markets runs in the city to maintain a healthy relationship within our community, thus making ourselves known as a one-stop repair and insurance provider for electronics
Digital Systems Integration Technician
3 Years 1 Month- Receive instructions from work orders to ensure projects can be done in a timely fashion
- Configured computers for optimal content delivery on digital display boards and electronic signage
- Set up kiosks with dedicated map programs for various shopping mall locations, enhancing visitor navigation
- Installed hardware and software to ensure seamless operation of kiosks, supporting user engagement
- Respond to service issues that may occur with digital boards or kiosk i.e. configure a new hard drive for kiosk, set up a replacement computer for digital boards. Have the ability to terminate cables successfully
- Set up various kiosk with dedicated map programs to be used in different shopping mall locations
Education
Some College (No Degree) - Computer Technology
Skills
AV system support
AV troubleshooting
Technical troubleshooting
Network troubleshooting
Wireless networking
Device diagnostics
System configuration
Peripheral setup
Smart technology
Certification
- CompTIA A+
- MD Security System Technician
- DigitalMedia Certified Designer 4K
- Apple Certified Technician
- Samsung Engineer
- WISE certified technician
Timeline
IT support assistant
University of Maryland Baltimore School of Nursing
12.2023 - CurrentRead More
Smart Home Professional
Vivint Smart Home
10.2022 - 11.2023Read More
Lead Technician
Assurant
10.2021 - 09.2022Read More
Store Leader/Manager
Ubreakifix By Asurion
12.2019 - 09.2021Read More
Digital Systems Integration Technician
DMC-D-4K Gable
10.2016 - 11.2019Read More
Bowie State University
Some College (No Degree) from Computer Technology
Read More