Marshall Falgout
Copperas Cove,TX
Summary
Resourceful Desktop Support Specialist skilled in Windows desktop configuration and end-user issue resolution. Resolved hardware and software problems for 15+ users per shift through systematic troubleshooting and clear documentation. Focused on optimizing system performance and facilitating collaboration within cross-functional teams to enhance service delivery.
Overview
7
7
years of professional experience
Work History
Senior Technical Technician
Dell Technologies
03.2020 - 10.2026
- Resolved 50-60 service tickets weekly by diagnosing complex Dell hardware and software issues and restoring functionality within service-level expectations via phone, chat, and email support.
- Documented escalated cases clearly, sharing findings and resolution steps with support teams to improve knowledge sharing and service consistency.
- Completed preventative maintenance and component replacements on customer and internal systems, then verified performance through post-service checks.
- Guided junior technicians on diagnostics, repair workflows, customer communication, and safety compliance during on-site and remote service work.
- Handled day to day escalations as needed due to customer experiences.
- Maintained rapport and provided follow-ups and updates with customers through our ticketing software (Salesforce).
- Replaced faulty components in Dell laptops, desktops, and workstations.
- Diagnosed Dell hardware issues using built-in diagnostics and service manuals.
- Installed operating systems, drivers, and Dell software for device setup.
- Logged service requests in Dell support systems and ticketing platforms.
- Guided customers through basic troubleshooting and device usage steps.
- Documented repair actions, part changes, and service notes for Dell records.
- Evaluated customer feedback to improve service quality standards.
- Provided technical support to staff members regarding installation of applications and software updates.
- Set up workstations with computers, monitors, keyboards, mice and other peripherals.
- Maintained accurate records of all repairs and replacements made to equipment.
- Diagnosed system errors and provided solutions to users via phone or email communication.
- Performed preventive maintenance on a variety of equipment, such as computers and printers.
- Resolved issues related to printer setup, configuration and connectivity.
- Replaced defective parts on computers and other electronic devices in accordance with manufacturer's specifications.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Guided newer agents on day to day tasks as they shadowed my workday.
Education
High School Diploma -
Copperas Cove High School
Copperas Cove, TXSkills
- ServiceNow
- Salesforce
- Troubleshooting
- Technical troubleshooting
- Hardware diagnostics
- Preventive maintenance
- Root cause analysis
- Desktop support
- Field service support
- Remote support
- Help desk support
- Service ticket resolution
- Incident resolution
- Escalation management
- SLA management
- Case management
- Issue escalation
- Device diagnostics
- Knowledge management
- Knowledge base documentation
- Ticket documentation
- Technical writing
- System configuration
- Device setup
- OS installation
- Laptop repair
- Hardware replacement
- Printer troubleshooting
- System diagnostics
- Problem solving
- Customer resolution
- Customer communication
- Customer follow-up
- Team collaboration
- Cross-functional collaboration
- Conflict resolution
- Technical troubleshooting
- Remote desktop support
- Remote support
Timeline
Senior Technical Technician
Dell Technologies
03.2020 - 10.2026
High School Diploma -
Copperas Cove High School