MC

MARCUS CHAPMAN

ad3ptk@r.postjobfree.com 254-***-**** Temple, Texas 76504

Technical Troubleshooting

Resolving Problems and Incidents

Multitasking and Prioritization

Hardware and Software Repair

Verbal and Written Communication

Working knowledge of ServiceNow

Error Detection

Issue and Resolution Tracking

Help Desk Support

Device Installation

Computer System Diagnostics Software

System Maintenance

Computer Diagnostics

Imaging and reimaging computers and laptops

Proficient in MS Office

Proficient in Adobe Creative Suite

Experienced in 3D Modeling (LightWave and 3DSMax)

knowledge of Auto Cad

Animation pipeline familiarity

Knowledge in Cloud Services focused on AWS and

Microsoft Azure Cloud Services

Knowledge of Docker

Knowledge in Network Diagrams, documentation, and

asset management.

Knowledge in Failover Cluster, DHCP, ADDS, DNS,

Kerberos, Domain Managing, Encryption, Virtual

Machine Operations, PKI, Network

Security/Maintenance, Data Backup solutions.

Knowledge of Linux operating systems: Fedora, Ubuntu, and OpenSuse, managing Windows Server2019.

Working technical knowledge of standard (Windows,

O365 and AutoPilot) systems and business software to allow for resolution of software application issues or full rebuild of the PC (image, applications and Customer data)

Working technical knowledge, in order to address Service Work Orders, for PCs (including truck mounted PCs), laptops, cabling, televisions, projectors (‘beamer'), phones, peripherals (e.g. keyboards or mice) and site security equipment (access readers, time badging,

cameras etc.)

Familiarity with blueprints, schematics, and diagrams. Comprehension of Quality, Production Control, Safety Regulations and HSEQ.

Customer facing soft skills

Strong verbal and written communication skills

Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues

Works on problems/projects of moderately medium-

complex scope

Manage the operations, training, and inventory of multi- million-dollar systems.

Exercises independent judgment within defined practices and procedures to determine appropriate action

Evaluates unique circumstances and makes

recommendations.

Active Directory Domain Services

Network Technical Troubleshooting/ Support

Virtual Machine Operation

Parts Inventory Management

Ascension Austin, TX

Desktop Support Technician

Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.

Skills

Experience

03/2023 - Current Performed daily maintenance of computer systems to keep network processes fluid.

Resolved service requests by individually troubleshooting and addressing user issues.

Researched and maintained IT project and service documentation to assist future problem resolution.

Lent technical support, consulting and implementation services to maintain system performance thresholds.

Oversaw bug reports and completed resolutions within adequate timeframes.

Designed and customized implementations to provide system integrity and security.

Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Evaluated software or hardware to recommend improvements or upgrades.

Oversaw daily performance of computer systems.

Answered user inquiries to resolve computer software or hardware operation problems.

Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.

Referred major hardware or software problems or defective products to vendors or technicians for service.

Inspected equipment and read order sheets to prepare for delivery to users. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Modified and customized commercial programs for internal needs. Performed variety of clerical and administrative duties pertaining to on-site support.

Collected, analyzed and reported on data for use in operational planning. Maintained audit trail and statistical records of problems and conditions reported by client.

Installed and performed minor repairs to hardware, software or peripheral equipment.

Maintained records of data communication transactions, problems and remedial actions or installation activities.

Maintained positive working relationship with fellow staff and management.

Handled maintenance tasks to promote improved network availability. Surveyed and supported technology assets to maintain business continuity. Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration. Belton Journal Belton, TX

Graphic Design Specialist

06/2018 - 08/2021

Used Wordpress to create images and layouts.

Mentored new employees on procedures and policies to maximize team performance.

Provided company users with tech support for IT problems and account maintenance.

Maintained knowledge of advances in information technology systems and applications.

Procured IT resources for strategic and operational computing requirements.

Managed backup, user account and helpdesk systems. Completed routine and unscheduled inspections, repairs, maintenance and troubleshooting.

Applied pre-designed styles and formatted text with fonts and colors. Received, sent and edited emails through Microsoft Outlook. Provide technical support on 4 operating systems (Mac, Windows, Chrome, and Android) with basic OS.

Utilized knowledge of production to create high quality images. Leveraged proficiency in Adobe InDesign, Photoshop and Illustrator to design email blasts, catalogs, posters and other promotional materials. Ability to diagnose and rectify technical and non-technical errors Attends technical training sessions and makes effective use of KBs to address issues efficiently.

Complies with schedule adherence to ensure the overall service level targets are achieved.

Proficiency in customer relationship management (CRM). troubleshooting techniques and documented escalating procedures. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Developed strong customer relationships to encourage repeat business. Made outbound calls to obtain account information. Answered inbound calls, chats and emails to facilitate customer service. Created, saved and shared documents for internal team and customers. Formatted and edited legal documents and redesigned in-house documents to reduce administrative time.

Produced high-quality spreadsheets, documents and presentations for customer-facing and internal needs.

Trained in-house users on advanced functionality of Excel and Microsoft Word.

Communicated relevance of organizational goals, policies and procedures to IT department staff.

Collaborated with project managers and authors to address document issues.

United States Navy Norfolk, VA

Nuclear Machinist Mate

Set up, adjusted or operated basic or specialized machine tools to support precision machining operations.

05/2003 - 06/2010 Performed routine tests, incidental maintenance, electrical switching and other activities necessary to uphold continuity of power generation. Maintained accurate accountability for air compressors, cooling water pumps, pre-lube pimps, fuel oil pumps and centrifuges as part of strict security protocols.

Upheld strict safety standards by properly collecting, sorting, segregating and packaging radiological waste.

Implemented and updated operational procedures, controlled start-up and shut-down activities and developed procedures to reduce safety concerns. Performed testing, repair and upgrades on instruments, gauges and recording devices to maintain safety.

Responded to system or unit abnormalities, diagnosed causes and recommended corrective actions.

Surveyed nuclear reactors and equipment to determine safety, performance and operational inefficiency.

Monitored workers and checked that each maintained proper precautions to control contamination spread.

Tracked radiation exposure for personnel based on activities, time limits and specific work tasks.

Maintained smooth and consistent plant operations by monitoring and adjusting boilers, turbines, wells and auxiliary equipment. CompTIA A+, In Progress

CompTIA Security+, In Progress

Working knowledge of AWS Cloud Practitioner

Working Knowledge of Microsoft Azure

Cybertex Institute of Technology Killeen, TX

Network Engineer Certification in Network Engineer

11/2022

University of Mary Hardin-Baylor Belton, TX

General Studies

Concentrations in Multimedia and art

Certifications

Education and Training

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