Marquis Rice
Snellville,GA
Summary
Skilled in providing customer and end-user help desk support. 10+ years of customer service experience; 4+ years of IT Help Desk/Support Specialist experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Excellent communication and presentation capabilities.
Overview
8
8
years of professional experience
Work History
Tier 1 Remote Support Specialist
Pursuant Health
01.2021 - 05.2023
- Troubleshot IT-related and application issues for 100+ users (i.e. modem issues, touch Screen issues, remote calibrations, power cycling, front end-soft ware settings/back-end Software settings, token resets, etc.)
- Responsible for hardware installation and maintenance.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Excellent communication skills, both verbal and written.
IT Support Specialist- Tier 1
ProLogic
01.2020 - 01.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
Lead Electrical Technician
Michael Slade Electric
01.2015 - 01.2020
- Installed electrical conduit and wiring for power, controls, and lighting.
- Tested wiring and other system parts for electrical flow and function.
- Tested, troubleshot, and calibrated equipment in shop and field.
- Installed, adjusted and calibrated electrical equipment and instrumentation to maintain proper performance.
- Inspected equipment for defects and safety hazards and completed necessary repairs.
- Specializing in Camera install low volt wire, Rj45. HDMI. TV Mounting.
- Skilled at working independently and collaboratively in a team environment
Education
Collegiate Courses
High School Diploma
Skills
- Microsoft 7,10, Mac, and Office; Service NOW, and other related ticketing software
- Remote screen calibrations, troubleshooting, and domain management
- Inventory, and software updates
- Front-end and Back-end software management
- Hardware repair, screens, and keyboards
Timeline
Tier 1 Remote Support Specialist
Pursuant Health
01.2021 - 05.2023
IT Support Specialist- Tier 1
ProLogic
01.2020 - 01.2021
Lead Electrical Technician
Michael Slade Electric
01.2015 - 01.2020
Collegiate Courses
High School Diploma