Summary
Overview
Work History
Education
Skills
References
Music Production
Timeline
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Marlon Bailey

Baltimore,MD

Summary

Adept at delivering process improvements that increase efficiencies and performance. Organized and articulate with excellent troubleshooting abilities.

Overview

11
11
years of professional experience

Work History

Junior Application Analyst (Hybrid)

Sheppard Pratt
2021.10 - Current
  • Mentored junior team members by providing guidance on best practices for coding techniques as well as navigating complex organizational structures.
  • Provides highest quality of comprehensive functional and technical support to users of Sheppard Pratt’s applications systems
  • Managed for all aspects of incident management, including logging, analyzing, resolving, and following up on application functional issues
  • Proactively identifies challenges and solutions to support users
  • Assist users in learning and understanding using various Sheppard Pratt systems
  • Acts as liaison for questions between end-user and IT Service Team.
  • Engaged in continuous professional development opportunities to stay current on industry trends and best practices for application development.
  • Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
  • Provided exceptional end-user support, resolving technical issues quickly and efficiently.
  • Maintained detailed documentation of all application updates and changes to facilitate efficient troubleshooting processes when required.

Service Desk Analyst

TEKsystems
2019.08 - 2021.10
  • Responsible for initial assessment, triage, research, and resolution of incidents and requests regarding end-user application software products and infrastructure components
  • Managed technical support for (but not limited to) following areas: computer and telecom incidents, desktop (hardware/software), and Third-party software/hardware applications
  • Log all calls and offer triage services on first contact, monitor service levels, and provide callback or escalation on open tickets
  • Created positive end-user support experience and build strong relationships with end-users, timely resolution or escalation, communicating promptly on progress, all while displaying professional attitude/appearance.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Served as primary point of contact for all IT-related queries within organization, directing users to appropriate resources when necessary.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Support Center Agent

John Hopkins
2018.11 - 2019.08
  • The first response to 1500+ users during critical use of applications AT Johns Hopkins Hospital
  • Responsible for Level 1 and 2 problem isolation, identification, and follow-through until closure
  • Utilize a ticketing system to track user issues until they are resolved
  • Support a diverse selection of workstations, networks, and software.

Telecommunication Operator

John Hopkins
2013.01 - 2018.11
  • Responsible for setting up conference calls and monitoring the information system location
  • Managing all the related documents so that accurate records and data are always available as required
  • Strong oral and written communication skills, collaboration with team members, and consultation with third-party vendors to achieve goals
  • Suggest improving operations, distributing job responsibilities, and closely associating with the other departments
  • Handling responsibility of carrying out customer service tasks effectively
  • Routing outgoing and incoming telephone calls through switchboards and platforms
  • Monitoring communication systems like paging systems, two-way radios, and switchboard.

Education

Certificate (Desktop Support) -

The University of Phoenix
Phoenix, Arizona
02.2019

HS Diploma -

Parkville High School
Baltimore, MD
06.2003

Skills

  • Microsoft Office 365
  • SPOK External Paging System
  • Microsoft Certified Desktop Support Technician
  • Cisco Conference Center Customer Service Support
  • Service Now
  • Active Directory Management
  • Data Migration
  • Network Administration
  • System Documentation
  • Process Automation
  • Configuration Management
  • System Analysis
  • Application installation
  • End-user support and training
  • Technical Support
  • Technical Documentation
  • Software Quality Assurance
  • Technical Writing
  • User Training
  • Technical Documentation
  • IT support
  • [Type] coding
  • Software integration
  • Technical Writing
  • Active Directory
  • User Training
  • Technical Documentation
  • IT support
  • [Type] coding
  • Software Quality Assurance
  • Software integration
  • Technical Writing
  • Active Directory
  • User Training
  • Technical Documentation
  • IT support
  • [Type] coding
  • Software Quality Assurance
  • Software integration
  • Technical Writing
  • Active Directory
  • Jira Adminstrator
  • User Training
  • Technical Documentation
  • IT support
  • [Type] coding
  • Software Quality Assurance
  • Software integration
  • Technical Writing
  • Active Directory
  • User Training
  • Technical Documentation
  • IT support
  • [Type] coding
  • Software Quality Assurance
  • Software integration
  • Technical Writing
  • Active Directory

References

Available upon request

Music Production

Write and Create new music 

Timeline

Junior Application Analyst (Hybrid)

Sheppard Pratt
2021.10 - Current

Service Desk Analyst

TEKsystems
2019.08 - 2021.10

Support Center Agent

John Hopkins
2018.11 - 2019.08

Telecommunication Operator

John Hopkins
2013.01 - 2018.11

Certificate (Desktop Support) -

The University of Phoenix

HS Diploma -

Parkville High School
Marlon Bailey