Marcus Lucas
Columbia,SC
Summary
Technology-inclined professional veteran who possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
Technical Support Engineer
Enphase Energy
09.2022 - Current
- Responded to 50 support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Documented faults and bugs for referral to development staff for use in updates.
SERVICE DESK COORDINATOR
WALGREENS
08.2021 - 09.2022
- Provide individual instructions and/or training to users on new or updated technology within line of business
- Established strong working relationships with vendors, streamlining the procurement process for required tools or equipment.
- Managed the prioritization of service requests, ensuring timely completion of critical tasks.
- Enhanced customer satisfaction by promptly addressing and resolving service desk tickets.
- Maintained accurate records of all service desk activities, enabling data-driven improvements to operations.
Education
Certificate -
Cyber Security of Excellence
Augusta, GA12.2014
High School Diploma -
Irmo High School
Columbia, SC06.2014
Skills
- Leadership
- MS 365
- Organizational Skills
- Problem Solving
- Time Management
- Remote Support
- Technical Documentation
- Root Cause Analysis
Timeline
Technical Support Engineer
Enphase Energy
09.2022 - Current
SERVICE DESK COORDINATOR
WALGREENS
08.2021 - 09.2022
Certificate -
Cyber Security of Excellence
High School Diploma -
Irmo High School
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