Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marquette Braison

Dallas,TX

Summary

Knowledgeable Lead IT Technician with background in technical support. Proven ability to solve complex technical issues and improve customer satisfaction. Demonstrated expertise in troubleshooting software and hardware problems and providing timely resolutions.

Overview

9
9
years of professional experience

Work History

Lead IT Technician

Consilium Staffing LLC
05.2023 - Current
  • Troubleshot hardware and software issues to ensure optimal system performance.
  • Installed, configured, and maintained network devices and servers for seamless connectivity.
  • Provided technical support to end-users, resolving queries efficiently to minimize downtime.
  • Conducted regular system backups and data recovery procedures to safeguard information integrity.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Improved network efficiency by optimizing configurations and implementing necessary updates.

IT Help Desk Support Agent

Liberty Mutual Insurance
08.2021 - Current
  • Conducted troubleshooting to resolve IT related and application issues for 50,000+ users
  • Diagnosed and resolved a range of software, hardware and connectivity issues while delivering great customer service to end users
  • Installed, configured and diagnosed computer hardware and software issues for organization
  • Provided first tier support and escalated issues to appropriate support team

Assistant Manager/CSR

Hertz Inc
03.2016 - 05.2020
  • Delivered excellent customer service by assisting 20+ customers in resolving issues and gaining knowledge related to products and services
  • Maintained and updated vehicle records to ensure vehicle quality and increase operational efficiency
  • Trained new associates in accordance with company standards to increase productivity
  • Exceeded company’s key metric consistently by promoting and selling products, resulting in a 15% average customer retention rate

Education

Google IT Support Professional Certificate - undefined

Merit America

AA - Business Administration

Collin County College
McKinney, TX
12.2010

Skills

  • Technical Skills:
  • Technical support for hardware, software, and network connectivity
  • Troubleshooting and problem-solving skills for Windows 10 and Windows 11 operating systems
  • Mobile device support for iOS and Android devices
  • Knowledge of Jira ticketing system for incident management and escalation
  • Familiarity with Microsoft Azure cloud computing platform
  • Experience with virtualization technologies such as VMware and Hyper-V
  • Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
  • Understanding of VPN (Virtual Private Network) technology for remote access
  • Knowledge of Avaya phone system for communication and collaboration
  • Soft Skills:
  • Excellent customer service and communication skills
  • Ability to work collaboratively in a team environment
  • Strong analytical and problem-solving skills
  • Proactive approach to incident management and escalation
  • Adaptability and willingness to learn new technologies and skills
  • Ability to work under pressure and meet deadlines
  • Attention to detail and accuracy in work

Timeline

Lead IT Technician

Consilium Staffing LLC
05.2023 - Current

IT Help Desk Support Agent

Liberty Mutual Insurance
08.2021 - Current

Assistant Manager/CSR

Hertz Inc
03.2016 - 05.2020

Google IT Support Professional Certificate - undefined

Merit America

AA - Business Administration

Collin County College

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Marquette Braison