Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marcus Dorris

Gretna,LA

Summary

Skilled IT Support Team Lead with over 6 years of experience providing desktop, hardware, software, and network support in enterprise environments. Adept at diagnosing and resolving technical issues quickly and cost-effectively. Proven leader with a strong track record of mentoring junior techs, improving service efficiency, and supporting over 1,500 end-users both on-site and remotely. Committed to minimizing downtime and maintaining high levels of customer satisfaction.

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 6 years of experience in Information Technology.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Support Team Lead

Zachry Group (via Apex Systems)
05.2023 - Current
  • Managed daily technical operations and mentored junior technicians under the guidance of the IT Program Director.
  • Provided Tier 2 and Tier 3 support for 1,500 users in a mixed on-site and remote environment.
  • Delivered support for AV systems, printers, user onboarding/offboarding, asset management, mobile device configuration, and adherence to IT policies.
  • Collaborated with other technical leads and vendors to resolve complex hardware/software issues.
  • Assisted with network equipment installation and coordination across external job sites.

Desktop Support Specialist

BASF (via Worldwide Tech Services)
11.2020 - 05.2023
  • Supported over 1,000 users across main and satellite sites with hardware, application, and systems issues.
  • Performed MAC (Install, Moves, Adds, Changes) device imaging, software updates, and end-user onboarding.
  • Utilized SCCM and Azure tools for image deployments and system configuration.
  • Followed escalation protocols and SLAs for routing and resolving Tier 3 support tickets.

IT Technician Support Representative

Tulane University (via Brooke Staffing)
06.2018 - 11.2019
  • Maintained campus-wide networks for desktops, mobile devices, and peripherals.
  • Resolved hardware/software issues through ServiceNow and direct user interactions.
  • Supported AV and multimedia setups for instructors and special events.
  • Liaised with IT leadership to meet department tech needs and classroom upgrades.
  • Maintained office PCs, networks and mobile devices.

Education

Associate of Science - Information Technology

Herzing University
Kenner, LA
09.2017

Skills

  • Operating Systems (Windows (6 yrs), macOS/iOS (3 yrs))
  • Device Support: Desktops, laptops, tablets, mobile devices, printers/copiers
  • Tools/Technology: SCCM, KACE, UEFI Imaging, PDQ, MDM/Munki, Active Directory, Intune, Entra
  • IT Service Management: ServiceNow, Jira, internal enterprise platforms
  • Networking & Infrastructure: Basic network configuration, AV setups, hardware installs
  • Support Scope: Tier 1-3 technical support, remote desktop assistance, new user provisioning, IT asset management
  • Team management
  • Coaching and mentoring
  • Technical assistance
  • Incident management

Certification

Microsoft Network Fundamentals Certification - 2018-08

Timeline

IT Support Team Lead

Zachry Group (via Apex Systems)
05.2023 - Current

Desktop Support Specialist

BASF (via Worldwide Tech Services)
11.2020 - 05.2023

IT Technician Support Representative

Tulane University (via Brooke Staffing)
06.2018 - 11.2019

Associate of Science - Information Technology

Herzing University

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