Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Hi, I’m

Marcus Wilson

IT Project Manager
Merrick,NY

Summary

Motivated employee with excellent time management skills, seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. True problem-solver that remains calm under pressure to meet deadlines. Highly effective working as both part of team and in solitary role, brings over 10 years of valuable expertise to forward company objectives covering a vast number of industries. Attentive to detail with experience in coordinating projects, programs and improvements increasing work flow. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possess comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

12
years of professional experience
3
years of post-secondary education

Work History

Delta Airlines, Below, LGA NY
Elmhurst, NY

Ramp Agent
09.2022 - Current

Job overview

  • Safely lift, load, unload, and transport baggage, mail, and cargo to and from aircraft, in addition to being responsible for on-time connections by guiding incoming and departing aircraft from the gate positions adhering to FAA Federal regulations and guidelines for over 20 flights daily.
  • Safeguard Cargo, baggage, and mail from damage, loss, and weather. Maintained clean, orderly work environment free of hazards.
  • Safely driving and operating ground equipment such as tugs, belt loaders, and tow tractors while coordinating with ground crew activities to complete objectives on schedule.
  • Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
  • Deiced aircraft before takeoff for safety during inclement weather.
  • Verified documentation and condition of freight to assure quality standards were achieved.


Aero, JFK Airport
Jamaica, NY

Truck Operator
06.2021 - Current

Job overview

  • Operated payloader, street sweepers, long blade tractors and other airbrake tractors for snow removal according to employer safety specifications.
  • Performed safety compliance checks to follow all state and federal laws for entering airline property
  • Worked diligently to make sure all flights would remain on schedule, exceeding estimated time of completion for an aircraft to successfully land and off load passengers.
  • Logged activities, maintenance issues and hours worked for supervisors.
  • Removed snow, ice and debris from roadways after storms to clear major transportation routes.

MTA HQ
, NY

Lead Desktop Support Field Technician
01.2017 - Current

Job overview

  • Monitoring and responding to incidents and requests from the internal ticketing system (service now) ranging from Brooklyn to Suffolk County servicing over 100,000 users.
  • Installed, configured and troubleshoot complex hardware and software solutions supporting critical business functions
  • Supported satellite locations in a timely and effective manner during the installation, maintenance, troubleshooting, decreasing overall downtime by 87%.
  • Performed all functions relating to the receipt, inventory, storage, tracking, repair, disposal, and reporting of Information, maintaining departmental records in a timely and accurate manner for all IT assets in accordance with MTA policies.
  • Evaluated user requests and requirements and recommended effective technologically innovative solutions
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Prepared, coordinated, and submitted reports to cross-functional teams to optimize productivity and efficiency often leading to completion of projects early.
  • Developed and initiated projects, managed costs, and monitored performance. Identified plans and resources required to meet project goals and objectives exceeding all shareholders expectations.


UPS
Uniondale, NY

Pre-loader
10.2021 - 01.2022

Job overview

  • Loaded 1200-2000 packages daily while maintaining all safety procedures.
  • Kept track of package flow, performed audits for rerouted, hazardous and fraud packages. Checked accuracy of product packaging and labeling, rectifying any issues.
  • Monitored product for quality assurance, raising any issues with managers. Followed all safety and security protocols to minimize risk of injury.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Collaborated with team members to maintain efficient workflow. Helped train new employees in safe practices and warehouse procedures.
  • Streamlined material delivery processes which increased efficiency and reduced downtime.
  • Verified documentation and condition of freight to assure quality standards were achieved.

Verizon Communications
, NY

Fiber Support Analyst
02.2017 - 05.2017

Job overview

  • Provided fiber to home support for 6.5 million users
  • Assisted VZ customers with issues pertaining to video, internet, wireless and wired networks, setting static IP’s, adding port exclusions for third party VOIP services, configured network extenders, email migrations, setting up emails, email forwarding, voicemail box issues, web service issues and mobile app. Resolved complaints to establish trust and increase satisfaction.
  • Scheduled technicians to go onsite to assist users with technical and or hazardous issues
  • Respond to incoming calls from customers to analyze and isolate the troubled issue and applying the best and utmost effective fit while still catering to the customer’s budget
  • Aptitude to understand PC, router, modem, and phone components and functionality vividly I was quickly promoted to handling business and advance leveled calls
  • Displayed aptitude for compassion and turning around an irate customer’s spirit and resolving all issues to the best of my ability increasing customer retention and willingness to purchase add-ons by 48%.
  • Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
  • Performed remote support tasks for mobile/desktop devices such as smartphones and laptops, correcting issues on iOS and Android units via "Go to Assist" software.
  • Monitored systems in operation and quickly troubleshot errors. Top 10 in office in call handle time and FTR (first time resolution), and sales.

Northwelll Hospital
Huntington, NY

Lead Project Manager
09.2016 - 12.2016

Job overview

  • Managed the technical issues at various Northwell Hospital locations. Installed and configured IT network components and managed the implementation of designed IT network configuration
  • Monitored and administered innovative IT systems and made recommendations to senior managers regarding hardware replacements, upgrades and new installations.
  • Provided solutions and technical guidance to clients facing technical issues and difficulties.
  • Monitored project progress, identified risks, team member performance and implemented corrective measures to acquire success which lead to saving 20% of the projected budget.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Partnered with project team members to identify and quickly address problems.
  • Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.

StratX IT Solutions
Forest Hills, Trumbull, NY, Connecticut

Field Technician
05.2011 - 06.2016

Job overview

  • Running Ethernet cables, diagnosing and resolving cabling/network issues (cat5, cat6, HDMI). Configuring VOIP, CCTV, PBX and high-performance network security systems. Ran speaker wires and setup conference rooms with surround sound systems.
  • Project management assistance, keeping track of stock flow, full inventory audits, and leading the team into new work environments. Resolved Tier 1-3 level help desk tickets, delivering. onsite support for over 4000 users in the tri state area.
  • Organize old devices for recycling according to HIPAA safety standards
  • Install new workstations, wireless access points, scanners, printers for users along with setting up user accounts in exchange and Active Directory w/security permissions within a MAN, WAN, and LAN environment.
  • Experienced using network tools: Cable Tester (Fluke Network), Crimp, 110 Punch Down tool, UTP/STP Stripper, Tone generator, all used to diagnose voice and data lines
  • Liaised with internal departments to optimize productivity and efficiency. Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Tested systems, noting issues and completing preventive maintenance. Wrote and revised maintenance procedures.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality. Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes. Provided 24/7 emergency services in the tri-state for health care provider clients.
  • Managed backup and recovery of data assets to safeguard system availability. Specialized in the virtualization servers utilizing cloud based backups
  • Explained security measures in simple terminology to help users understand malware, phishing threats and to understand the importance of being HIPPA compliant.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.

Education

New York City College of Technology
New York, NY

Bachelor of Science from Computer System Technology
01.2013 - 06.2016

University Overview

Skills

Cloud based backups, restoration, virtualization

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Accomplishments

Accomplishments
  • Certifications: CompTIA A+, CompTIA Network+, OSHA 10, OSHA 30

Software

Microsoft SCCM, Group Policy

Microsoft Office (excel, word, PowerPoint, one note)

Microsoft project

Azure cloud systems

Cisco, Apple OS, Windows OS, android, iOS, Linux

Active Directory

Timeline

Ramp Agent
Delta Airlines, Below, LGA NY
09.2022 - Current
Pre-loader
UPS
10.2021 - 01.2022
Truck Operator
Aero, JFK Airport
06.2021 - Current
Fiber Support Analyst
Verizon Communications
02.2017 - 05.2017
Lead Desktop Support Field Technician
MTA HQ
01.2017 - Current
Lead Project Manager
Northwelll Hospital
09.2016 - 12.2016
New York City College of Technology
Bachelor of Science from Computer System Technology
01.2013 - 06.2016
Field Technician
StratX IT Solutions
05.2011 - 06.2016

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Marcus WilsonIT Project Manager