Martes Thompson
Tupelo,MS
Summary
Highly skilled IT Technical Support professional with extensive experience in delivering high-quality technical support and troubleshooting services. Proven expertise in network administration, system upgrades, and software installations that enhance system performance and elevate user satisfaction. Proficient in leveraging ticketing systems such as ServiceNow, Cherwell, and Atera to optimize support processes and improve end-user interactions. Committed to advancing technical skills to drive organizational success.
Overview
12
12
years of professional experience
Work History
IT Support Technician
Bumblebee Broadband LLC
12.2024 - Current
- Delivered in-depth support for onboarding users across Active Directory, Microsoft Azure, and Office 365 platforms.
- Provided primary support for password reset requests across desktop and laptop devices.
- Deployed and configured IT hardware including desktops, laptops, printers, and servers.
- Configured and set up computer hardware, software, and network devices with precision.
- Experience with various ticketing systems, including ServiceNow, Cherwell, and Atera.
- Troubleshoot networking issues including LAN and WAN connectivity and slow performance issues.
Desktop Support Analyst
Ashley
06.2023 - 07.2024
- Installed, updated, and configured hardware and software.
- Provided support for Microsoft Windows operating systems including XP, Vista, 7, 8, and10.
- Diagnosed and resolved technical hardware and software issues reported by users.
- Proficient with utilizing Cherwell and ServiceNow for ticket management.
- Offered assistance to end-user accounts, resetting passwords, and printer setup.
- Installed, configured, and maintained desktop systems, laptops, and printers.
- Completed routine maintenance and repair.
Customer Service Clerk
USPS, United States Postal Service
08.2021 - 05.2023
- Addressed consumer concerns with a focus on timely resolution and professional conduct.
- Performed regular maintenance checks on equipment used in mail processing.
- Resolved customer complaints quickly to promote improved service.
- Sold stamps, services, and packaging.
- Assisted customers with completing a change of address and mail hold forms.
- Recorded package information in logistics software guaranteeing exact shipment monitoring.
- Troubleshoot office equipment, computer hardware, and software issues.
Network Support Specialist
TAK Communications
03.2017 - 03.2021
- Installed outlets, drops, converters, modems, and digital terminals.
- Configured hardware devices and software settings to optimize network performance.
- Completed upgrades, downgrades and wiring for businesses as well as single and multi-family residences.
- Provided customer education on system use and problem prevention techniques.
- Configured and installed routers, modems, and other networking equipment for customers.
- Configured IP addresses on routers or modems according to customer requirements.
- Repaired damaged cables caused by weather conditions or improper handling.
IT Help Desk Technician
Asurion
08.2015 - 08.2017
- Created user accounts and assigned permissions.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures to 600+queries daily
- Trained end users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Aided more than 600 users.
- Facilitated creation of user accounts to ensure seamless user onboarding.
Tier 2 Customer Service Representative
Iqor
08.2013 - 03.2015
- Provided technical support when needed regarding product installation, usage, and troubleshooting.
- Managed high levels of call flow and responded to technical support needs.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
Education
Associate of Science -
Itawamba Community College
Fulton, MS05-2025
Information Technology
Google Career School
CompTIA A+ Certificate05-2023
High School Diploma -
Tupelo High School
Tupelo, MS05-2012
Skills
- System Administration
- Network Administration
- Help Desk Support
- Active Directory
- End-User Support
- Ticketing Systems
- Google Suite
- Group Policy
- Network Protocols
- Microsoft Office 365
- Windows 10 Proficiency
- Problem-Solving Skills
- Server Maintenance
- Hardware Installation
- Troubleshooting and Diagnostics
- Printer Support
Professional Skills
With a rich tapestry of experience in technical support, customer service, and software maintenance, I excel in network and hardware troubleshooting. My extensive knowledge spans various operating systems and includes a solid foundation in USPS technology systems. I am highly proficient in tools like Microsoft Outlook, Windows XP, and Active Directory, ensuring seamless operations in any environment. Additionally, I've navigated numerous ticketing systems, including ServiceNow, JIRA, Cherwell, and Atera, allowing me to efficiently resolve issues and enhance user satisfaction. My commitment to delivering exceptional support drives me to continually expand my skill set and adapt to new challenges.
Timeline
IT Support Technician
Bumblebee Broadband LLC
12.2024 - Current
Desktop Support Analyst
Ashley
06.2023 - 07.2024
Customer Service Clerk
USPS, United States Postal Service
08.2021 - 05.2023
Network Support Specialist
TAK Communications
03.2017 - 03.2021
IT Help Desk Technician
Asurion
08.2015 - 08.2017
Tier 2 Customer Service Representative
Iqor
08.2013 - 03.2015
Associate of Science -
Itawamba Community College
Information Technology
Google Career School
High School Diploma -
Tupelo High School
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