Marcus Thomas
Waldorf,MD
Summary
A Help Desk Support Specialist who quickly and effectively resolves customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
Prime Source Technologies/ VET
2019.09 - Current
- Managed incoming calls and emails to assist users in a timely and effective manner for CHEC (Census Hiring and Employment Check)
- Using SQL Developer to run queries to find and correct missing data in tables for CHEC systems
- Collaborated with IT team members to test scripts for additions and subtractions to the CHEC systems
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers and IT team members.
- Implemented remote support tools to assist clients effectively without on-site visits.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls and emails.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Logged activities in CHEC and Remedy tracking system to maintain accurate, timely records.
- Created user accounts and assigned permissions in the CHEC system via Windows Active Directory and Remedy ticketing system.
- Created and added user roles and permissions for customers via KOFAX Total Agility (document capture systems) and Integrale Systems (fingerprinting systems)
- System Administration knowledge of Virtual Management Systems and Windows Active Directory to assist with KOFAX Total Agility and Integrale systems.
Help Desk Analyst Tier 1/2
ActioNet
2016.11 - 2019.09
- Experience working in and SLA driven fast paced growing Enterprise applications and Cloud-Based element environment, provided end user support and assistance for financial and administrative applications for the National Oceanic Atmospheric Administration (NOAA).
- Managed the processing of incoming trouble calls to the Service Desk via telephone, and email to ensure courteous, timely,and effective resolution of end user issues. Used analytical skills to resolve issues with solid written and verbal communication skills and worked with other IT Tiers to resolve customer problems throughout the ticket lifecycle.
- Ensured end users received the appropriate assistance which included the responsibility of managing all procedures related to the identification and resolution of user help requests. Utilized ServiceNow systems to create and triage tickets, and Bomgar system to remotely resolve tickets.
- Endpoint Encryption Orchestrator to reset user passwords and enable CAC access for new users and McAfee Endpoint Encryption to set up/reset user tokens for encryption.
- System Administration knowledge of VMS (Virtual Management Systems) and Windows Active Directory in helping with resolving end user problems/issues.
- Responsible for creating and updating tickets by standard procedures and policies using ITIL Foundations.
- Contributed to and updated NOAA knowledge base content built on the ITIL problem resolution and training. Contributed to creative ideas and actively participated in team meetings resulting in added value to the team's products and services.
Education
Bachelor of Arts - Digital Art And Computer Design
Towson University
Baltimore, MD06.2014
Associate of Arts - Arts And Sciences : Art
College of Southern Maryland
La Plata, MD06.2011
Skills
- Software Installation
- Remote Support
- System Administration
- Incident Management
- Application support
- Technical Support
- Technical Documentation
- Account Administration
Certification
- CompTIA Security+ Certification
- ITIL V3 Certification Foundation
- Microsoft 365 Modern Desktop Administrator Associate Certification
- Microsoft Azure Administrator Associate Certification
- Microsoft Identity and Access Administrator Associate Certification
Timeline
Help Desk Support Specialist
Prime Source Technologies/ VET
2019.09 - Current
Help Desk Analyst Tier 1/2
ActioNet
2016.11 - 2019.09
Bachelor of Arts - Digital Art And Computer Design
Towson University
Associate of Arts - Arts And Sciences : Art
College of Southern Maryland
- CompTIA Security+ Certification
- ITIL V3 Certification Foundation
- Microsoft 365 Modern Desktop Administrator Associate Certification
- Microsoft Azure Administrator Associate Certification
- Microsoft Identity and Access Administrator Associate Certification
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