Matthew A. Marks

OBJECTIVE

Results oriented team member specializing in management, peer leadership, mentoring, and special projects. Excellent computer skills with exceptional communication, customer service, and interpersonal skills.

WORK EXPERIENCE

2016-Current NTT Data/ MKS / APEX Wilmington, Ma

IT Service Desk / End User Support

NTT Data provided MKS desktop support to meet their needs as a business. I was in charge of desktop support at MKS Wilmington facility, which encompassed 1st and 2nd level support. Self-managed a ticketing que < service now > and prioritized the tickets throughout the day. Duties changed daily to fit the need of the customer, be it providing software update to a Dell Asset or by setting up a Zebra printer on the network. For MKS I oversaw all new hire PC/desktop installs, and managed the refresh list on all old models getting replaced by Dell. I alone provided IT support for the whole business group, from the cash register in the cafeteria to the CEO’s personal PC/laptop. When the need arose I worked nights and weekend to help with network cut overs, and was the “hands” moving and replacing servers for the network group. Due to the environment at MKS had to work closely with off shore groups to get some tasks and Projects completed.

2016-2016 Measured Progress / Kforce Dover, NH

IT Service Desk / End User Support

Working on the Service deck, my day to day duties shifted to meet the needs of the company. I worked at several locations doing IT support for PC / MAC / and Printer software. Worked in Active Directory to inboard new hires, and to grant permissions. Imaged new PC/Laptops, and gathered updates to make those machine run smoother. Worked hand in hand with the System Engineers to roll out Windows 10 and Office 365. Ordered new equipment for the business, and was a point of contact for XEROX, APPLE, and LENOVO.

2014-2016 Acushnet Company / Kforce Fairhaven, MA

IT Service Desk / End User Support

While on the IT Service Desk, answered in-coming calls and tickets for PC and MAC related issues. Helped troubleshoot IT issues for both people in the Acushnet buildings, and the outside Sales team. Created and maintained accounts in the Acushnet systems. Installed new software and hardware on assorted PC and MAC devices. Monitored system alerts and was the point of contact for system outages and updates. Supported all printer/scanner/fax machines, completed all repairs and normal day to day maintenance. Ordered all new equipment for the company both hardware and software related. Organized and maintained supply room. Completed projects that were assigned to me from database and shared drive organization, to updating SQL code for ticketing system. Worked hand in hand with system / server admins for all new roll outs / updates for Acushnet systems.

2009-2014 RBS Citizens Providence, RI

Business Systems Analyst / Fraud Operations

As a member of the Business Systems Fraud Admin team I am responsible for providing System Access Support for the Fraud Applications Systems utilized by our New Accounts Fraud and Card Risk Prevention Teams. I have expert knowledge of the proprietary Fraud Detection Systems utilized by these groups with a specialization in Oracle Query analysis utilized to collect, track, develop and deploy Rule data utilized to mitigate fraud losses. In addition to providing 24/7 on-call support also provide project support and have been instrumental in creating and updating Runbooks and Processes for Fraud Prevention. Multiple teams depended on me to create and distribute reports generated in SQL/SAS, and then voice input from those findings.

2007-2009 RBS WorldPay Atlanta, GA

Customer Support Specialist / ATM Helpdesk

In this role I provided high level customer service support for our Consumer clients. I was responsible for servicing all inquiries generating from ISO, Distributors and installers providing step by step instructions on performing installs, maintenance in addition to providing equipment and software usage support.

Additional duties included trouble shooting to identify root cause of ATM issues and escalating for appropriate resolution. As one of the senior most specialists in the department I was tasked with the training of new and existing employees and assisting in the documentation and testing certifications of new hardware.

CERTIFICATES

• In process of getting Dell Certified to work on Dell Products.

• MSCA Window Sever 2008 / 2012

• C+

• Windows Securities

• Green Belt Certificate

272 Jewett Street

Manchester, NH. 03103

PHONE 774-***-****)

EMAIL: ac2g98@r.postjobfree.com