Marquice Norton

IT Support Specialist Pasadena, CA

***** adweol@r.postjobfree.com

+1-626-***-****

Experienced and knowledgeable information technology professional with 10+ years of experience seeks to contribute my training and acquired skills within a technical support and/or help desk role. Authorized to work in the US for any employer

Work Experience

Service Desk

Capital One - Pasadena, CA (Remote) September 2022 to February 2023

• Front line Support and solved basic technical problems while providing support for all assigned areas

• call center environment with a steady flow of issues, needs and requests from internal end user

• Provided application support through remote access tools to resolve internal end user issue

• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk

• Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware

• Remotely access and support end-user machines to achieve first call resolution

• Utilize Service Now as the ticketing tool to track and escalate tickets for end user

• Assist with onboarding of new Agents by training and allow others to shadow

• Perform other tasks as needed by the Service Desk Managers IT Support Specialist

Old Republic Contractors Insurance Group - Pasadena, CA

(Remote) September 2019 to August 2022

• Purchased, Upgraded, Donated, and Ewaste inventory items

• Support end users via telephone, chat, email, and remote connection

• Setup and configured virtual desktop with VMware

• MS Exchange Server Management

• Managed Windows Servers 2012, 2016 and 2019

• Used ServiceNow & Jira ticketing system to create and manage incidents, tasks, and projects.

• Troubleshooting Microsoft Office365 with installing products, password resets, mail syncing issues, program crashing issues etc..

• Managed network servers, switches, routers

• Took Inbound helpdesk calls to troubleshoot on the spot and resolve issuex

• Linux/Unix Operating systems

• IT bill reviewer/approved

• IT vendor risk and assessment management

• Created/documented IT knowledge based articles

• Sharepoint management and updates

• Laptop/desktop setups with most current version of Windows and Mac OS

• Managed print services

• Managed Active Directory

IT Support Specialist

Dart Warehouse Corporation - Los Angeles, CA June

2014 to March 2019

• Used remote access to perform troubleshooting when needed.

• Provided technical assistance to customers and users on inbound telephone support calls.

• Walked customers through step-by-step process for troubleshooting hardware/ software issues.

• Assisted customers with anti-virus program installations and virus removals.

• Used good problem-solving skills for troubleshooting problems.

• Used great customer-service skills.

• Performed upgrades and installed updates.

• Completed troubleshooting and repair when computers had problems.

• Assisted office staff with computer application questions.

• Conducted computer technology training with all new staff.

• Recommended computer products and applications to improve productivity.

• Server Upgrades and repair

• SQL Server management

• Domain Administrator

• MS Exchange Global Admin

• Managed IT infrastructure

• Managed Users

• Managed IT Inventory and purchases

• Managed Company Cell service and purchases

• Setup all equipment (Servers, computers, laptops, Printers, label printers, Cell phones, VOIP phones)

• Install and manage Access Points (Ubiquiti, Netgear, Linksys)

• Install and manage network security cameras and NVR Education

A+ Certification

ITIL Training

Associates Degree – Business Management

Skills

• Desktop Support

• ServiceNow

• ZenDesk

• Citrix

• Active Directory

• Linux/Unix OS

• MAC

• LAN

• VoIP

• Network Support

• Microsoft Exchange

• Microsoft Windows

• Troubleshooting

• Remote Access Software

• VPN

• VMWare

• Network Administration

• Asset Management

• Microsoft Windows Server

• Azure

• Network Monitoring

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