Summary
Overview
Work History
Education
Skills
References
Timeline
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Mitchell McBride

Technology Support Specialist

Summary

IT Professional and Marine Corps Veteran with 4+ years of experience quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications and precise time management in a fast-paced environment.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Technology Support Specialist

Rocket Central
06.2022 - Current
  • Supported over 10,000 employees in various time zones across the Rocket Mortgage family of companies (FOC) by resolving a diverse range of technical issues across multiple internal and external systems and applications.
  • Managed user accounts in Active Directory
  • Configured access to company resources on mobile devices through Intune Company Portal
  • Configured & troubleshot VPN profiles increasing efficiency for remote employees.
  • Trained technicians in performing efficient troubleshooting & submitting precise documentation in ServiceNow.
  • Investigated user lockouts in Splunk identifying and resolving sign-in issues.
  • As a Dell Certified Technician, oversaw and processed warranty-eligible devices with Dell Support.
  • Collaborated with out of state technicians in cleaning up and migrating to a new knowledge base.
  • Diagnosed and troubleshot A/V equipment in conference, meeting, and training rooms.
  • Diagnosed and troubleshot networking equipment in communications closets resolving outages and mitigating downtime.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Tour of Duty Security Specialist

Rock Security
09.2021 - 06.2022
  • Performed credentialing activities for remote and out of state employees.
  • Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Identified and resolved areas of risk and exposure and recommended solutions and improvements to access control systems and video surveillance systems.
  • Identified new and innovative approaches to enhance physical security presence and ease of access for employees.
  • Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Monitored employee activities, confirming compliance with security regulations.
  • Checked and verified photo identification prior to granting facility access.
  • Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.

Help Desk Technician

United States Marine Corps 2nd Bn 10th Marine Div.
12.2020 - 08.2021
  • Configured networks for smooth, reliable operation to meet business processes and objectives.
  • Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
  • Took over responsibilities of administrator during absence and filled in gaps around office.
  • Processed documentation required in order to create or alter accounts for clients.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Data Chief

United States Marine Corps 2nd Law Enforcement Bn
07.2019 - 12.2020
  • Properly trained and supported help desk technicians and representatives.
  • Acted as main point of contact for over 50 end-users requiring help-desk assistance.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Built guidelines and provided basic end-user troubleshooting and desktop support on Windows systems.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Ensured users possessed the necessary security clearance in order to access the Marine Corps Enterprise Network.
  • Granted over 100 users access to battalion network drive, ensuring each user is restricted to their respected folders.
  • Scheduled staff and delivered training materials and information.

Help Desk Technician

United States Marine Corps 2nd Law Enforcement Bn
07.2018 - 07.2019
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Education

High School Diploma -

Safford High School
Safford, AZ
08.2013 - 05.2017

Skills

    Windows & Mac Software Support

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References

Eric Stewart

Technology Team Leader

Email: ericstewart@rocketcentral.com

Cell: Available upon request


John Crable

Rock Security Site Supervisor

Email: johncrable@rocksecurity.com

Cell: Available upon request

Timeline

Technology Support Specialist

Rocket Central
06.2022 - Current

Tour of Duty Security Specialist

Rock Security
09.2021 - 06.2022

Help Desk Technician

United States Marine Corps 2nd Bn 10th Marine Div.
12.2020 - 08.2021

Data Chief

United States Marine Corps 2nd Law Enforcement Bn
07.2019 - 12.2020

Help Desk Technician

United States Marine Corps 2nd Law Enforcement Bn
07.2018 - 07.2019

High School Diploma -

Safford High School
08.2013 - 05.2017

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Mitchell McBrideTechnology Support Specialist