Microsoft Intune
Marcus Fleming
Systems Engineer I
Washington,DC
Summary
Dedicated Systems Engineer adept at cultivating long-term partnerships with vendors and clients. Expertise includes installing, configuring and monitoring complex systems and infrastructures. Offering successful career history comprising more than 7 years.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
Work History
Systems Engineer - PC Imaging
Peraton
09.2020 - 12.2021
- Configured new systems and protocols according to strict company guidelines and employee preferences.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
- Provided system acceptance reviews for installed systems, verifying compliance with applicable performance metrics and compatibility expectations.
- Participated in systems and software requirement reviews to collaboratively develop hardware and connectivity profiles.
Windows 10 Migration Support
Intact Technology
06.2019 - 04.2020
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Provided faculty and staff with security software and network configuration support.
PST Migration Technician
22nd Century Technologies
11.2018 - 06.2019
- Researched and resolved complex issues discovered during migrations.
- Assist with the preparation for an enterprise .pst migration to Office 365.
- Gather and organize Windows Account data for users to support the migration.
- Create scripts, reports, or other tools to provide validation and quality assurance for large scale migration of email messages.
- Move contents of .pst archives to Office 365 cloud-based storage.
IT Consultant
Intellinet
10.2017 - 10.2018
- Implemented and managed operating systems and software, security systems and intrusion detection systems.
- Inspected equipment, assessed functionality and optimized controls.
- Monitored and repaired audio, video, control systems and video conferencing equipment.
- Performed service and system maintenance as directed.
- Verified the completed work was documented accurately and resolved discrepancies.
- Oversaw reservation and distribution of AV equipment and facilities for on-site presentations.
- Researched and presented various AV options to presenters and site managers.
- Diagnosed and resolved problems with AV equipment and media management systems.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices and software to set up work stations for employees.
- Supported users both local and by phone with problem resolution and education.
- Troubleshot hardware and software to determine and rectify network problems.
- Assigned application access, security roles and permissions.
- Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
Service Desk Analyst
IMTAS
10.2016 - 09.2017
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Tier 2 Technical Support Specialist
DC Dept. Of Employment Services (DOES)
03.2016 - 07.2016
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Help Desk Technician
R. Emmanuel Consulting & Training Center
09.2015 - 03.2016
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Education
No Degree - Computer Science
Capitol Technology University
Laurel, MD 09.2013 - 03.2014
No Degree - Computer Science
University of The District of Columbia
Washington, DC 08.2014 - 02.2015
Skills
Technical Analysis
Network infrastructure administration
Data Transfer Best Practices
Inventory Management
Firewalls, VPNs and security products
Cloud services
Hardware and software installation
Switches and routers
TCP/IP protocol
Offboarding and onboarding
File system administration
System upgrades
End-User Account Management
Microsoft Office365
Active Directory
Azure AD
Software
ServiceNow / Remedy / Jira / KISAM
Windows 10
Cisco Anyconnect
Bomgar
Bitlocker Drive Encryption
Bluejeans / Zoom / GoToMeeting
Windows Server
Certification
CompTIA A+
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CompTIA Security+
01-2021
Systems Engineer - PC Imaging
Peraton
09.2020 - 12.2021
CompTIA A+
02-2020
Windows 10 Migration Support
Intact Technology
06.2019 - 04.2020
PST Migration Technician
22nd Century Technologies
11.2018 - 06.2019
IT Consultant
Intellinet
10.2017 - 10.2018
Service Desk Analyst
IMTAS
10.2016 - 09.2017
Tier 2 Technical Support Specialist
DC Dept. Of Employment Services (DOES)
03.2016 - 07.2016
Help Desk Technician
R. Emmanuel Consulting & Training Center
09.2015 - 03.2016
No Degree - Computer Science
University of The District of Columbia
08.2014 - 02.2015
No Degree - Computer Science
Capitol Technology University
09.2013 - 03.2014
Microsoft Office Specialist
04-2012