Mark Sperry
Perrysburg,OH
Summary
Dynamic Tier 1 NOC Agent at Velocity, adept at resolving complex network issues through strong problem-solving and critical thinking. Delivered exceptional customer service, enhancing client satisfaction and fostering positive relationships. Proficient in remote troubleshooting, as well as communicating efficient guidance when proxy layer 1 troubleshooting is required, consistently prioritizing urgent requests to ensure seamless operations.
Overview
5
5
years of professional experience
Work History
Tier 1 NOC Agent
Velocity - A Managed Services Company
10.2020 - Current
- Performed remote troubleshooting to resolve network issues
- Walked clients through layer 1 troubleshooting when required
- Prioritized emergency locations to resolve issues as soon as possible
- Received calls from clients experiencing trouble with their network, phones, PoS systems, or other front desk/back office equipment
- Worked remotely with dispatched technicians for new installations or replacement of hardware
- Updated hardware notations in the cloud database for locations
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Education
Computer Science
University of Toledo
Toledo, Ohio12-2023
Skills
- Strong critical thinking
- Strong problem-solving
- Clear, precise communication
- Curious and inquisitive with new subjects
- Excellent rapport building
- Adaptive skills and mindset
- Team building and cohesion
- Innovative skills to enhance efficiency
Timeline
Tier 1 NOC Agent
Velocity - A Managed Services Company
10.2020 - Current
Computer Science
University of Toledo
Similar Profiles
James C Jenkins IIJames C Jenkins II
Senior Network and Systems Administrator at Velocity, A Managed Services CompanySenior Network and Systems Administrator at Velocity, A Managed Services Company
Christopher RennisonChristopher Rennison
Senior Manager of Field Services at Velocity: A Managed Solutions CompanySenior Manager of Field Services at Velocity: A Managed Solutions Company
Tim PrentissTim Prentiss
NOC Analyst at Velocity, A Managed Solutions CompanyNOC Analyst at Velocity, A Managed Solutions Company
Joshua PeralesJoshua Perales
Forklift Operator at DHLForklift Operator at DHL
Kim VollmarKim Vollmar
Family Manager at Independently EmployedFamily Manager at Independently Employed