Marcus Coleman

looking for a remote support position

Henderson, NV 89015

ad3kfg@r.postjobfree.com

+1-702-***-****

Veteran

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Technical Support II (Remote)

Effortless Office - Las Vegas, NV

May 2023 to Present

• Autotask Ticketing system

• Take inbound calls (98% resolve at 62 tickets weekly)

• Other duties:

1. outbound calls

2. Configuring, adding and removing users and objects via AD 3. Server/Print Admin Management

4. O365 Admin center (Teams, Azure, SharePoint, Exchange) 5. Duo Admin for 2FA

6. VMware and vSphere Admin

7. MSP Barracuda Admin

8. Remotely administration, configuration and troubleshooting via Kaseya.

• Provides high-quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.

• Require limited supervision and direction; drive results, and set priorities appropriately and independently

IBM Technical Support III - Graveyard Shift (Remote) Cloud First Host - Melville, NY

October 2022 to May 2023

• Utilize SaleForce for ticketing system.

• Backup and Restore, Applying PTFs and patches, OS configuration, and System administration for IBM i, AIX, and/or VIOS

• IBM Power Systems and Storage, Infrastructure Monitoring; and Security, Disaster recovery.

• Webroot and Carbonite backup Certs

Desktop Support Analyst III (Remote)

Deloitte - Adecco - Las Vegas, NV

March 2020 to October 2020

• Assist candidates with installation and configuration of Deloitte required software.

• Install VMware and configure for Deloitte server and systems.

• Install Nessus Vulnerability scanner to find vulnerability in the candidate Wins or Mac PC. Once Vulnerabilities are found by Nessus software. I will make local security policy changes to correct vulnerabilities.

• Run windows updates for chrome browser and windows OS.

• Update Virus definitions and ensue Firewall is configured per Deliotte procedures.

• Record tickets via Spiceworks helpdesk software

Configuration Technician III

Four Queens - Robert Half - Las Vegas, NV

March 2020 to March 2020

• Ransomeware

• Imaged 350 PCs and Laptops via USB or Windows Network share

• Configuring and Deploying Windows 7 PCs to Windows 10

• General troubleshooting on end users' desktops and printers (viruses, malware, backup) Desktop Support Analyst III

United Health Care - Robert Half - Las Vegas, NV

January 2020 to March 2020

• Member of the Tier 1 help desk support Team.

• Routed all help desk calls and emails to appropriate departments for next level support

• Managed Win 7 and Win 10 OS PCs and Laptops Common Task:

• Rest windows passwords and 10 other propriety system passwords.

• Answered 25 call average per day

• Close 25 tickets per pay using Service Now Ticketing system or from email que. Computer Analyst III

TPX - Robert Half - Las Vegas, NV

December 2019 to January 2020

• Ransomeware

• Imaged 150 PCs and Laptops via USB or Windows Network share

• Configuring and Deploying Windows 7 PCs to Windows 10

• General troubleshooting on end users' desktops and printers (viruses, malware, backup) Systems Technician

I Clark County, NV - Las Vegas, NV

March 2018 to December 2018

• System Technician I

• Image desktops and laptops with windows 7 and Windows 10 for deployment to various departmental users.

• Field technician supporting various departments throughout the county.

• Utilizing Service Now ticketing system for all users incident.

• Troubleshoot Dell desktops and Laptops.

• Resolve Microsoft office and other proprietary user programs issues.

• Resolve user's local and network HP and Konica printer issues. Asset Manager

Cosmopolitan Hotel and Casino - Las Vegas, NV

March 2017 to March 2018

• Inventoried all IT related assets and software used by the hotel casino.

• Ordered all IT related assets and software.

• Imaged and configured all IT related assets via Dell KACE software.

• Deployed and installes various assets and software needed by various departments. Education

Diploma in Information Technology

General Education West Point High School - West Point, MS June 1990 to June 1993

Skills

• Active Directory (5 years)

• Help desk (10+ years)

• VMWare (5 years)

• vSphere (5 years)

• ServiceNow (4 years)

• Azure (2 years)

• Salesforce (8 years)

Military Service

Branch: United States Navy

Service Country: United States

Rank: E-4

September 1993 to August 1997

US Boatswainmate 3rd Class

Certifications and Licenses

Azure Fundamentals certification

Present

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