Marcus Gray

**** ******* **.

Snellville, GA ****8

779-***-****

Objective

• To secure a position with an established organization with a stable environment that will lead to a

lasting relationship in the field of QA and Mobility Engineering.

Education

• 2001 2002 Atlanta Technical College Electronics Diploma Program

Experience

2012 2013 HISENSE Suwanee, Ga

Technical Assistant

• Create work orders for consumers and corporate customers on warranty televisions technical help

setting hmdi, av hook up; setting up wireless, routers, hubs, switches with smart TV televisions.

Diagnosis resolves issues on TV troubleshooting everything on TV.

• Handled all escalated calls from customers relating to the smart TV and google box hisense pulse.

• Team Lead helped assist Tier 1 reps with all troubleshooting inquiries.

2010 2011 NCO Rockford, IL

Technical Support Tier 3

• T mobile contractor received incoming calls troubleshoot devices android and blackberry handled

some billing.

• Perform device testing GSM, UTMS, and LTE networks.

• Worked with Snooper System that contains MSC, BSC and NODE CELL SITES

• Handled all cases for software and network issues before escalating to engineer.

2007 2009 AT&T Atlanta, GA

IT Help Desk/Network Specialist Manager

• Responsible for handling employee accounts cell phones, desktop issues, and laptops.

Service, interact with engineer on tower outages. Develop tickets and made cases for issues.

• Conduct audits to ensure all test account users operate in compliance with team and corporate

standards and ensures the information transfer of these detailed findings to the operations team.

• Order, track and recovery of test materials and activation of test accounts. Handled software,

applications upgrades and password resets.

2005–2006 COMCAST Rockford, IL.

Technical Support

• Handled high volume of incoming calls

• Used ICOM computer system to trouble shoot and setup trouble calls for technician visits for cable

internet and DSL internet. Handled problems with cable modem, digital box.

• Support with connectivity & lights with different modems such as RCA, Motorola, Axis, and

Webmaster.

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