Mark Carr

NSA- Augusta, Ga

• Participated in after-hours on-call rotation for critical support needs.
• Implemented security measures to protect sensitive information from unauthorized access.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Monitored system performance to ensure optimal operations.
• Reviewed logs of system events for potential issues or threats.
• Performed regular maintenance checks on computer hardware components.
• Demonstrated advanced product knowledge to solve customer issues.
• Performed routine maintenance and software updates on support tools and customer systems.
• Installed software applications as requested by customers.
• Maintained an inventory of all IT equipment in the organization.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
• Diagnosed system malfunctions and provided troubleshooting assistance.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Maintained up-to-date case documentation for future reference.
• Implemented security measures to protect data from unauthorized access.

Area 3 NEC - Camp Humphreys Korea

• Oversaw daily performance of computer systems.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
• Configured workstations, networks, servers and printers for end users.
• Resolved network connectivity issues with routers and switches.
• Used remote login tools to assist clients with technical and product questions.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Responded promptly to service requests from staff members.
• Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
• Trained new employees on the use of computer systems and programs.
• Trained new support representatives on troubleshooting techniques and company support protocols.