MARCUS CURRY

Raleigh, NC *****

919-***-**** - adyuzq@r.postjobfree.com

PROFESSIONAL SUMMARY

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. SKILLS

Management Experience

Multiple years' experience

implementing process and strategic

changes

Project Coordination Experience

Senior level reporting and presentation

experience

Client Facing experience

Extensive experience in working on

complex project(s) with mid-size

budget ($2 Million) and scope

spanning across several systems

Strong experience in usage of ITIL

Processes – Budget Management and

Resource Management,

Communication, Risk Management,

and Schedule Management.

Highly analytical and able to use

strong logistic skills in problem

solving and critical thinking

Adept at usage of effective data entry

skills in creating, updating, and

provisioning documentation.

Troubleshoot basic

Microsoft Office issues with Word,

Excel, and PowerPoint

Communicated effectively with users

over phone, chat, email or in person.

Pushed basic software and security

patches using Tanium

Technical Support and Assistance

Defect Analysis and Resolution

Hardware and Software Configuration

Computer System Diagnostics

Software

Hardware Installation

Leading Software Development Teams

Troubleshooting Network Issues

Agent Support

Feature Activation

Hardware and Software Repair

Product Reliability

Service Desk Team Management

Technical Presentations

Software Release and Rollout

Analytical and Methodical

Collaborative Team Player

Hardware Evaluation

Customer Communication and

Empathy

System Performance Assessments

Organizational Skills

Component Replacements

Software Evaluation

Systems Integration

Operating System Versioning

Management

Desktop Partitioning Software

Maintenance Requests

Knowledge Base

Auditing Service Requests

Employee Computer Support

Voice and Data Service Migration

Read Technical Manuals

Data Connectivity

MDM (Mobile Device Management)

Microsoft Windows and Office

Remote Technical Support

Support End-Users

Issue and Resolution Tracking

Equipment Maintenance

Responding to Technical Questions

Friendly and Patient

Resolve Technical Problems

Creative Issue Resolution

Technical Diagnostics

Tracking and Documentation

Hardware Repair

WORK HISTORY

03/2022 to 06/2023 Desktop Support Analyst

Merakey USA

Hybrid Position

Assist all Merakey employees and contractors in a Windows 10 Enterprise Environment

Effectively answer all calls and respond to assigned tickets of incidents, problems, and or inquiries

Communicate with leadership and team members through Microsoft Teams Manage all incidents, problem, and requests with the Footprints ITSM ticketing system

Remote into customer machines using TeamViewer remote tool Communicate with customers by phone using the Avaya VOIP deskphone system Effectively deploy new and replacement machines in person and remotely depending on customer location

10/2021 to Current Tier I Desk Specialist

SmartSource, Inc

From Home Position

Answer all calls and respond to assigned tickets of incidents, problems, and or inquiries by staff of BioCryst Pharmaceuticals, Vaxcyte, Coherus BioSciences, and Aimmune Therapeutics in a Windows 10 Professional Work from Home Environment

Actively use Microsoft Teams to communicate with team and leadership Diagnose, troubleshoot, and resolve most issues using ServiceNow ticketing system

Receive inbound and make outbound calls to customers with 3C Logic VOIP Phone Software

Escalate tickets when necessary to the appropriate team using specified Escalation Matrix

Remote into customer computer using SolarWinds Take Control, N-able Take Control Console, and TeamViewer remoting software when necessary 03/2021 to 07/2021 Tier I Support Representative

Dialpad, Inc

Work from Home Position

Answer all Dialpad, Dialpad Meetings (formerly UberConference), and High-Five customer service inquiries via phone, email, and or chat in an Apple MacOS Mohave work from home call center environment

Utilize Apple MacBook Pro equipped with Google Workspace (formerly G Suite) applications such as Slack, Google Sheets, and Google Docs to manage data and communicate with company departments and management Manage, respond, and update all customer trouble tickets using the Zendesk ticketing system

Troubleshoot all issues related to the Dialpad, Dialpad Meetings (formerly UberConference), and High-Five mobile browser, native application, and hardware Utilize Okta Verify mobile application for 2-Step Authentication Respond to all customer chat inquiries via Intercom Messaging application 05/2020 to 03/2021 Technical Support Agent Tier II NRTC Managed Services

Home Position

Answer customer inquiries and access information from multiple sources using various computer programs such as In Contact, SPOG, Calix Cloud, NOC360, Calix Compass, Plume, NOMS, and NovaSubscriber in a Windows 10 work from home call center environment

Create relationships by partnering and collaborating with peers, supervisors, and higher-level service center personnel to answer more complex customer questions Follow-up with customers on all inquiries that were not immediately resolved Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external

Create and resolve or escalate trouble tickets using e-Tickets, SolarWinds, eLations Webtool, Azotel, Sonar, ConnectWise, Zendesk, and iVue ticketing systems for various affiliates and clients

02/2020 to 05/2020 Associate IT Service Specialist Greene Resources, Advance Auto Parts

Cancelled due to COVID-19

Provide IT technical support, expertise, and assistance in the Windows 10 Lenovo Refresh Deployment Project for Advance Auto Parts Enterprise Employees Manage all workflow incident and problem tickets through the ServiceNow ticketing system

Create and manage templates to transition knowledge articles into ServiceNow knowledge base

Utilize Microsoft Teams to connect with colleagues and customers while sharing important documentation

Manage client databases and workstations using Microsoft Azure Attend regular team video and teleconference meetings via Cisco WebEx Utilize Lenovo Cloud Display to image machines.

09/2019 to 02/2020 Desktop Administrator

Artech Information Systems, Capgemini / MetLife GITO Actively provided Tier III remote and deskside support to all MetLife/DXC employees

Utilized ServiceNow ticketing system to manage tickets in assigned and group assigned queues via Google Chrome

Contacted user via Skype for Business, email, and Cisco Jabber soft phone to troubleshoot escalated software installation issues Check and verify user's current machine name using Ben's Tool or PC Inspector applications

Remotely access user's machine by LogMeIn Rescue, Microsoft Remote Control Viewer, or having user share screen via Skype for Business Utilized System Center Configuration Manager to push software installs to user machines

Run software install and uninstall scripts using Windows PowerShell ISE and Tanium

Access Windows 10 VDI environment, Ivanti Application Control, Ivanti Environment Manager, and Ivanti Performance Manager via MetLife Citrix Workspace

Assisted users remotely using Cisco AnyConnect

Scheduled, cancelled, and attended meetings with users and team members via Microsoft Outlook, Skype Business, or Cisco WebEx applications Applied registry changes to use accounts using Microsoft Registry Edit tool Process changes requiring elevated privileges with temporary administrator accounts from CyberArk Administrative Management Console Corrected registry issues related to program installs and uninstalls using Microsoft Install and Uninstall Repair application.

06/2019 to 08/2019 Help Desk Analyst

Alphanumeric Systems, UNC Chapel Hill ITS

Supported the University of North Carolina Chapel Hill Information Technology Services Contract by assisting all UNC students, faculty, and staff in a Windows 10 call center environment

Created and manage tickets using the BMC Remedy 9.1 ticketing system before transitioning to ServiceNow ticketing system

Managed client databases and workstations using Microsoft Azure Troubleshoot, resolve, and escalate common and uncommon Office365 issues Assisted all UNC student and staff with ONYEN account lockouts, password resets, and account access related issues

Communicated with colleagues and management using Microsoft Teams. 09/2018 to 06/2019 IT Support Analyst

HCL America

Supported customers of the FedEx Enterprise Service Desk Project in a Windows 10 Enterprise desktop and Windows 7 Corporate VDI environment in a call center Answered calls through an Avaya VOIP desk phone in a timely manner Generated new incident tickets, researched existing incidents, and provided advise to customers using the FedEx E-PDSM ServiceNow ticketing system Provided exemplary customer service in providing Tier I support to all FedEx Enterprise customers

Effectively escalated all Tier II and above incidents to the appropriate servicing team and configuration item whenever necessary

Assisted customers with LDAP account unlocks in Active Directory, iSeries password enables and resets, and printer documentation releases and change in AS/400 console

Utilized the knowledge base to research all new customer issues to either resolve the issue or route the incident to the correct servicing team that can Assisted users with access to GRID VDI via Citrix XenApp Assisted Cox Communications users mobile devices such as Apple iPhones and Samsung Galaxy phones as well as Apple iPads, Windows Tablets, and Android Tablets via VMware AirWatch Mobile Device Management application. 09/2017 to 11/2017 Technical Support Analyst

Your Way IT Solutions, LLC

Supported customers as a service desk analyst both remotely and onsite in a Windows 7/10 environment

Regularly answered calls through the RingCentral phone application, Skype for Business, and Chat Assist desktop applications

Assisted with creating, modifying, and deleting documentation in the company's SharePoint and OneDrive applications

Managed client databases and workstations using Microsoft Azure Coordinated and managed the Windows 10 device upgrade deployment project Utilized the ConnectWise Manage ticketing system to effectively, submit, correct, and troubleshoot all current and incoming trouble tickets Regularly demonstrated proficiency in the usage of Microsoft Office 365/2016 Applications such as Word, Excel, Power-point, Project, Access, Microsoft Exchange, Skype for Business, OneDrive, and SharePoint Regularly traveled to client site, Enlightened, for onsite troubleshooting and conference meetings

Successfully managed users and workstations using ConnectWise Automate and Screen Connect.

06/2017 to 07/2017 Technical Support Analyst

CheckVideo [Kastle Systems]/RCM Technologies, Falls Church Answered support calls on a multi-line phone system and emails in Microsoft Outlook, and effectively guide clients through product setup, configuration and troubleshooting of equipment

Trained clients on hardware basics and online portal, making recommendations for device setup that will maximize product success

Provided Tier I technical support and client training on a variety of networking configurations (basic knowledge of Networking, and Routers) Work directly with Information Technology managers, wireless carriers, and Internet Service Providers to remotely troubleshoot network issues Utilize strong analytical skills to effectively document feature requests and defects and communicate them back to Product Management

Participate in product testing to assist in the new product release process Assist users with basic and intermediate troubleshooting in a Windows 10 Enterprise environment

Effectively created new documentation to highlight a newly encountered and resolved troubleshooting issue using Microsoft Word to add to company documentation shared drive

Utilized remote connection assets (LogMeIn, GoToAssist) to effectively log into client pc for more advanced troubleshooting issues when necessary. 01/2017 to 03/2017 IT Customer Support Analyst

OBXTek, VA Pro-Sphere Tek Subcontract

Provided excellent Level 1 and Level 2 Service Desk support and exemplary customer service to on-site and phone Federal Government customers for the Department of Veterans Affairs on a variety of issues involving Windows XP Professional through Windows 7 Professional and Microsoft Office 2003, 2010, and Office 365 to include Visio, Project, Access, Microsoft Exchange, and SharePoint

Interacted with on-site personnel such as network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems to meet or exceed all client/contract Service Level Agreements (SLAs)

Provided recommendations for modifications to systems and applications to reduce user problems

Ensure smooth daily operations of the help desk, and as often as possible, assume leadership role in resolving customer desktop, laptop, printer, and related software problems

Utilized Active Directory on Windows Server 2012 R2 for effective user account management (create, modify, delete, disable, etc.) Provided required technical service and training to lower level Contractor personnel to resolve end user problems

Answered PC trouble calls on a multi-line phone and attempt to resolve issues over the phone while providing exemplary customer service Researched new product availability as directed by the OI&T Project Manager Utilized and complied with all client ITIL processes Acted as a liaison between OI&T and vendor to resolve related warranty problems Provided services in developing required project status reports to be submitted to OI&T management

Participated in weekly project conference calls and additional mandatory status report calls.

11/2015 to 03/2016 Lead Desktop Deployment Project Coordinator NASA Goddard Space Flight Center/GTI Federal

HPES ACES Subcontract

Successfully lead the refresh deployment project to effectively replace user old laptops, desktops, workstations, and netbooks with newer updated equipment Provided exemplary customer service to all phone, in person, and remote Federal Government customers of the NASA Goddard Space Flight Center Effectively trained, instructed, and assisted new technicians in performing all necessary job functions

Created and maintained comprehensive deployment project documentation, plans and reports, and property documentation for new and old computers using Microsoft Excel and Microsoft Sharepoint

Regularly interfaced with on-site customer leadership and deployment team members as required

Monitored and ensured progress was recorded by preparing and submitting scheduled status reports to Refresh Coordinator and upper management Regularly perform weekly and monthly audits using Microsoft Excel to track all deployments to ensure proper billing

Participated in daily project conference calls and additional mandatory status report calls

Exercised strong customer services skills in all customer interactions and Provided exemplary customer service to all phone, in person, and remote Federal Government customers of the NASA Goddard Space Flight Center in order to meet or exceed all Service Level Agreements established by the customer Successfully installed and managed Cisco VoIP phones upon request. 05/2015 to 11/2015 Customer Support Center Coordinator Commodity Futures Trade Commission/Digicon Corporation Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Displayed strong customer services skills when responding to queries to all phone, in person, and remote Federal Government customers of the Commodity Futures Trading Commission

Created and updated information on tickets sent to DC Customer Support Center inbox in Microsoft Outlook

Responded to email messages in Microsoft Outlook 2013 for customers seeking help

Asked questions to determine nature of problem

Provided excellent customer service skills when walking customer through problem-solving process on multi-line telephone system Followed up with customers to ensure issue has been resolved Gained feedback from customers about computer usage Maintained asset management over CFTC equipment via Scan Asset Regularly attended group and training meetings with nationwide team via Skype for Business

Installed, troubleshooted, and relocated Cisco/Avaya VOIP phones. 10/2014 to 05/2015 Field Network Engineer I

Mobile Net Inc. Services Inc

BAWA-SNV Project [, Position]

Supported System Performance and RF Engineers in evaluating and improving areas of poor coverage by identifying system performance problems (dropped calls, static, and interference) on the Baltimore/Washington and Richmond/Norfolk Sprint Network Vision Project

Developed cellular network solutions based on the customer's growth plans, capacity constraints, new features and technologies Assisted in implementing solutions and providing reports in a timely manner Utilized Google Sheets to effectively track time, mileage, and any issues experienced

Sent emails of Site Shakedown Reports to management and customers via Microsoft Outlook Web App Exchange server to inform them of the end results of troubleshooting cell towers along with any problems encountered during testing Performed Service Assurance work on all radio interface network elements Interpret the alarm conditions on the network to proactively identify and implement repairs and restoration plans to ensure minimal service disruption and impact to customer.

04/2014 to 10/2014 Lead Field Technician

Daly Computers, Inc, BOE - Baltimore County

Public Schools 1:1 Project

Effectively responded to service tickets using AutoTask Ticketing System and or calls to all students

Teachers, and faculty to all schools within the Board of Education Baltimore County Public School System

Escalated unresolved tickets to proper servicing infrastructure Utilized current and new troubleshooting skills to effectively diagnose and resolve most software and hardware

Troubleshooted and attempted to resolve most typical software and hardware issues in the field in response to service calls and or tickets Utilized strong data entry skills to create and modify multiple device machine logs using Microsoft Excel spreadsheets to keep track of statuses of machine locations and conditions

Effectively installed and performed quality checks on all HP ProDesk 400 desktops, docking stations, workstations, and notebooks delivered to schools to ensure maximum quality standards have been met

Utilized knowledge of TCP/IP fundamentals such as IPv4 and IPv6 Multicast to image multiple devices at one time

Acted as a team Technical Writer to create and modify documentation to assist other team members with issues encountered during problem-solving processes and updated Service Level Agreement standards in Microsoft Sharepoint folder when necessary.

05/2013 to 04/2014 Senior Security Administrative Assistant AlliedBarton Security Services

Amazon AWS/AOL DTC Contracts

Assisted site supervisor in making regular patrols and penetration tests to ensure readiness and vigilance of all officers at their posts Maintained effective access control at mobile checkpoint on foot and in company vehicle

Kept detailed logs of all visitors requesting access to client site Provided quality customer service when necessary

Assigned all officers to their posts at beginning of shift Effectively screened all visitors requesting access to client site via mobile checkpoint

Assisted shift supervisor in making physical surveys of various site access points to ensure prevention of unauthorized access

Acted as a backup operator in the control room area when necessary Regularly updated desk journal with occurring events during shift Utilized Microsoft SharePoint, Outlook, and Active Directory to effectively communicate with superiors and upper management on multiple Windows 7 Enterprise PCs to provide updates on shift and site safety status Created, modified, and resolved patrol trouble tickets with OTRS ticketing system Utilized strong data entry skills to effectively document incidents, problems, and events that occur throughout duration of shift to pass on to relief personnel Regularly shadowed several NOC technicians and supervisors to learn basic networking and data center essential skills.

09/2012 to 05/2013

05/2006 to 05/2013 Flex Officer

Securitas

Various Locations, MD/VA/DC

AAFES, Target, UPS, & ETC

Employed with

02/2012 to 06/2012 Barista

Cosi Restaurant

09/2010 to 02/2012 Security Officer/Alarm Respondent McRoberts Protective Agency

05/2009 to 09/2010 Security Administrative Assistant Apollo Security

10/2008 to 05/2009 Student Help Desk Assistant/Front Desk Intern Strayer University, Prince Georges Campus

Provided first-level contact and problem resolution for all users with hardware, software and application problems for both Mac and Windows operating systems Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases Utilized exemplary customer service skills to courteously obtain and convey concise problem information for external and internal service personnel Retain a detailed log of concerns and issues found during troubleshooting to effectively create detailed service tickets.

06/2007 to 11/2008 Lead Package Handler

United Parcel Service

10/2006 to 03/2007 Lead Cashier/Stocker

05/2006 to 10/2006 Overnight Stocker

AAFES

Army and Air Force Exchange Service

EDUCATION

2010 B.S: Computer Information Systems

Strayer University

Film & Video Certificate

Full Sail University

High School Diploma

NASA IT Project Management Essentials: Introduction to IT Project Management Certification – Obtained

2016 HP Desktop, Notebook, & Workstation Service Technician Certification – Obtained

Dell EMC Field Service Technician Certification

Surrattsville High School

AFFILIATIONS

A highly analytical and skilled professional with extensive experience and expertise in customer service, senior-level management, and project coordination. Skilled in process management and documentation. Proven results in the creation, provisioning, and implementation of processes and procedures in furthering business development. Excellent oral and written communication skills. Advanced mastery of Microsoft Office Suite (Word, Excel, PowerPoint). Self-taught basic understanding of ITIL Foundation and Agile methodologies. Regularly demonstrated exemplary time management skills. Proven ability to manage customer expectations, delegate staff responsibilities, and balance changing priorities. Extremely adaptable performer with a commitment to achieving personal, team, and organizational objectives. Strong communication and strategic thinking abilities. Decisive leader, able to resolve problems in a proactive and efficient manner. Extensive experience providing exemplary analytical skills to all staff levels and leading projects and publishing standard templates, deliverables, and shared folders filing system, and managed the IT. COVID-19 VACCINATION STATUS Fully Vaccinated as of 12/23/2021 - Pfizer CLEARANCES Public Trust - Inactive

Contact this candidate