Marvin Acha
Frederick,MD
Summary
Highly dynamic IT Support Specialist experience in providing excellent support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions.
Overview
13
13
years of professional experience
Work History
Computer Network Specialist Lead
Maryland School of the Deaf
2023.06 - Current
- Served as team leader, providing oversight and leadership to the information systems of the Columbia campus of the Maryland School of the Deaf
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Employ the use of Active Directory, and Google Admin Console to manage user accounts, group membership, and Organization units
- Developed customized training materials for employees, increasing proficiency with various software applications.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for end-users.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
Computer Network Specialist 2
Maryland Department of Public Safety & Correctional Services
2020.04 - 2023.06
- Provided Tier 1 and 2 technical support to end-users through desk side support services, email, phone, addressing hardware, software and network issues promptly.
- Used the ticketing system to manage customer incident requests: Troubleshot, resolved, and documented, or escalated to appropriate groups
- Streamlined help desk operations by utilizing an effective ticket management system to resolve customer request, and escalating to complex issues to the appropriate IT personnel
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Participated on the project team for the deployment of Tele-visitation, Telehealth, and Tele-education systems in the state prisons for the state prisons
Information Technology Technician
Swift Staffing
2019.05 - 2019.12
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Played a key role in technology refresh initiatives, evaluating potential upgrades or replacements and making recommendations based on cost-benefit analysis and compatibility with existing systems.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Increased user satisfaction by providing prompt and effective technical support to end-users experiencing issues with computer systems or software applications.
- Supported users during company-wide technology migrations, training staff members on how to effectively utilize new tools for increased productivity.
Founder and Computer Technician
Baselia Computers (Non-Profit)
2011.04 - 2014.03
- Organized basic computer training for the community
- Provided low-cost computer equipment and computer repairs to schools in the community
- Provided expert recommendations for the procurement of computer equipment in community schools.
Education
Bachelor of Science - Information Technology
Western Governors University
12.2024
Skills
- Troubleshooting and technical problem management methods and practices
- Customer support
- Proficient in Microsoft Windows and MAC Operating Systems, and Microsoft Office Suite applications (Microsoft Office and Office 365).
- Written and oral communication
- Analytical and problem resolution skills
- Active Directory Services and Google Admin Console
- Organization and administrative skills
Timeline
Computer Network Specialist Lead
Maryland School of the Deaf
2023.06 - Current
Computer Network Specialist 2
Maryland Department of Public Safety & Correctional Services
2020.04 - 2023.06
Information Technology Technician
Swift Staffing
2019.05 - 2019.12
Founder and Computer Technician
Baselia Computers (Non-Profit)
2011.04 - 2014.03
Bachelor of Science - Information Technology
Western Governors University
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