MARCUS WILLIAMS
Buffalo,NY
Summary
IT Technician with 5+ years of experience providing technical support, hardware deployment, troubleshooting, and customer service across enterprise and academic environments. Skilled in Windows 11, Active Directory, ticketing systems, device imaging, and resolving issues efficiently. Known for strong communication, clear documentation, and building rapport with users at all technical levels.
Overview
26
26
years of professional experience
Work History
Data Technician
Lead Technical
Barker, New York
06.2026 - Current
- Assisted in troubleshooting technical issues related to data systems.
- Investigated discrepancies between source documents and entered information.
- Performed quality assurance checks on data entries to ensure accuracy and completeness.
- Addressed service-line requests, conducting troubleshooting to maintain data and network levels of performance.
IT Technician
TEKsystems
03.2026 - 06.2026
- Deployed, installed, and configured desktops, laptops, and network-connected hardware for Epic (EMR) conversion, ensuring readiness for user access.
- Troubleshoot hardware, software, and connectivity issues to minimize downtime.
- Supported Active Directory tasks by setting up accounts, resetting passwords, and adjusting basic permissions to facilitate user access.
- Perform OS upgrades and imaging for Windows 11 systems.
- Assisted with large-scale hardware rollouts and refresh projects, contributing to successful implementation across the organization.
- Maintain accurate documentation in ticketing systems and communicate updates to users.
- Ensure accuracy in hardware configuration, asset tracking, and deployment documentation.
Digital Navigator
Mission Ignite
Buffalo, New York
01.2024 - 01.2025
- Guided users through account setup, device troubleshooting, and navigation of online platforms to resolve issues.
- Provided one-on-one technical support, enhancing digital literacy and device usage for users.
- Logged support interactions and identified recurring issues to inform service delivery enhancements.
IT Support Desk Technician
SUNY Buffalo State University
01.2023 - 01.2024
- Provided Tier 1–2 support for students, faculty, and staff.
- Resolved hardware, software, networking, and account access issues to restore functionality for users.
- Managed tickets, documented resolutions, and escalated complex issues to ensure timely support delivery.
- Supported lab equipment and performed imaging and system updates to maintain operational readiness.
Collections Customer Representative
Multiple Companies
01.2001 - 01.2020
- Analyzed accounts and negotiated solutions to resolve issues while training new team members on best practices.
- Managed high-volume calls, ensuring accurate data entry and thorough documentation to support customer inquiries.
- Met performance metrics in accuracy, call quality, and customer satisfaction, contributing to overall team goals.
Education
B.S. - Computer Information Systems
SUNY Buffalo State University
01-2025
A.A.S. - Information Technology (Networking)
SUNY Erie Community College
01-2024
Skills
- Technical Support
- Desktop Support
- Troubleshooting
- Application Support
- Software Troubleshooting
- Windows 11
- Active Directory
- Hardware Deployment
- Ticketing Systems
- Customer Service
- Database Management
- Data Analysis
- Scripting Languages
- Web Development
Affiliations
- BSides Buffalo
- WNY Data Wave
- InfoTech WNY
Project Highlights
- Access Database Optimization: Improved table structure, queries, and reporting for multi-user environment.
- Java OOP Development: Built class-based applications demonstrating inheritance and file handling.
- .NET Applications: Developed GUI-based applications with database connectivity.
- Cybersecurity Education: Created and taught cybersecurity lessons to high school students.
Timeline
Data Technician
Lead Technical
06.2026 - Current
IT Technician
TEKsystems
03.2026 - 06.2026
Digital Navigator
Mission Ignite
01.2024 - 01.2025
IT Support Desk Technician
SUNY Buffalo State University
01.2023 - 01.2024
Collections Customer Representative
Multiple Companies
01.2001 - 01.2020
B.S. - Computer Information Systems
SUNY Buffalo State University
A.A.S. - Information Technology (Networking)
SUNY Erie Community College