Summary
Overview
Work History
Education
Skills
Educationcertifications
Timeline
Generic

Marvin Austin

Johns Creek,Georgia

Summary

Solutions-oriented IT professional with over 15 years of experience directing IT projects from start to finish, providing critical support to end-users, and strategically delegating tasks to achieve operational goals. Able to manage technical support operations, troubleshoot issues effectively, and prevent repetitive issues. Known for process improvement skills with a proven history of implementing procedures that boost operational efficiency.

Overview

25
25
years of professional experience

Work History

IT Specialist (Hybrid)

BCG
09.2022 - Current
  • Company Overview: Boston Consulting Group | Atlanta, GA
  • Maintain, service, and test devices including Lenovo, BYOD laptops/desktops, iPhones, iPads, printers, projectors, and VoIP phones
  • Microsoft Intune/Autopilot ZTP device management/deployment – Configure laptop and mobile device clients for remote deployment of pre-configured user profiles
  • Consistently supported 700+ users with remote connectivity, application functionality, resolving an average 25 IT tickets each day through Service Now
  • Retain a 90% resolution rate within 2 days, collaborating the IT operations for offices that consist of over 700 staff members for the south region
  • Perform shipping/receiving activities each day such as procurement and tracking device location, pivotal in ensuring the accuracy of all equipment accountability
  • Manage over 650+ end-user accounts and devices through Active Directory and multiple web application tools
  • Manage, Troubleshoot and support for Audio/Video functions for Crestron and Zoom Room conference space environments
  • Boston Consulting Group | Atlanta, GA
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Provided exceptional customer service by promptly addressing problems reported by endusers.

IT Specialist (Hybrid)

US Census Bureau
11.2019 - 03.2022
  • Company Overview: Atlanta, GA
  • Maintain, service, and test 1000+ devices including Dell laptops/desktops, iPhones, iPads, printers, projectors, and VoIP phones
  • SCCM and PXE Image deployment – Configure laptop and desktop clients for remote deployment of pre-configured OS images, prepare clients devices for remote OS image wipe for sanitization requirements
  • Consistently supported 5000+ users with remote connectivity, application functionality, resolving an average 25 IT tickets each day through Remedy Smart IT
  • Retain a resolution rate of 90% within 3 days, directing the IT operations for 42 offices that consist of over 400 staff members for the southeast region
  • Created data and knowledgebase resources via SharePoint and MS Excel tools which improved information and data awareness and availability for over 500 staff members
  • Perform 50+ shipping/receiving activities each day such as procurement and tracking device location, pivotal in ensuring the accuracy of all equipment accountability
  • Manage over 5000 end-user accounts and devices through Active Directory and multiple web application tools
  • Atlanta, GA

Technical Project Manager (Remote/WAH)

AT&T Services
08.2016 - 05.2018
  • Company Overview: Atlanta, GA
  • Developed 5 web applications and 10 SharePoint spaces which improved the availability of information by 75%, resulting in better functionality within numerous organizations
  • Improved over 50 server administration processes to streamline outdated procedures, resulting in better workflows for 300+ application owners, admins, and help desk agents
  • Used Remedy for IT ticketing which led to an 80% improvement in routing and support deliverables
  • Continued to perform duties of System Administrator in previously held role when necessary
  • Atlanta, GA

Systems Administrator (Remote/WAH)

AT&T Services
05.2006 - 08.2016
  • Company Overview: Atlanta, GA
  • Oversaw 3000 Windows platform servers within an ITIL enterprise environment, both physical and cloud-based, via remote administration methods (Out of Band, RDP) that allowed for quicker solution times minimal server outages
  • Completed over 750 server projects and met 100% of deadlines on complex projects including domain migrations, onboards, OS rebuilds, and disaster recovery
  • Major participant in generating a vast improvement in server functionality, saving $70K+ by designing solutions that accomplished company objectives
  • Atlanta, GA

Lead Desktop Support Specialist II (On-Site)

AT&T Services
10.1999 - 05.2006
  • Company Overview: Atlanta, GA
  • Atlanta, GA

Education

AS - Computer Science

Miami Dade College & Florida International University

Skills

  • Customer Service
  • Troubleshooting & Issue Resolution
  • ITIL process
  • Active Directory
  • Call Center Support
  • Leadership
  • Citrix Workspace
  • LAN
  • Network Administration
  • Microsoft Intune/Autopilot
  • Microsoft Office 365
  • SharePoint
  • Windows OS
  • Remedy Smart IT
  • Service Now
  • VPN
  • VMWare
  • MDM
  • Java
  • PHP
  • HTML5
  • CSS
  • Windows Server
  • Communication
  • Organization
  • SCCM/PXE Deployment
  • A/V Management
  • Video Conferencing configuration (Zoom Room, WebEx)

Educationcertifications

  • AS Studies in Computer Science, Miami Dade College & Florida International University
  • CompTIA Server+, Network+, A+ Certifications, CompTIA
  • Windows Server Administration Certification, AT&T University / Skillsoft Certified Course Training

Timeline

IT Specialist (Hybrid)

BCG
09.2022 - Current

IT Specialist (Hybrid)

US Census Bureau
11.2019 - 03.2022

Technical Project Manager (Remote/WAH)

AT&T Services
08.2016 - 05.2018

Systems Administrator (Remote/WAH)

AT&T Services
05.2006 - 08.2016

Lead Desktop Support Specialist II (On-Site)

AT&T Services
10.1999 - 05.2006

AS - Computer Science

Miami Dade College & Florida International University

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