Desktop Support Engineer

Marcus Chapman

****************@*****.*** 254-***-****

Objective:

Versatile Desktop Support Engineer with experience providing technical support across diverse industries including healthcare, media, manufacturing, and military sectors. Proven track record in maintaining IT systems, resolving complex issues, and optimizing user experience. Seeking to leverage technical expertise and leadership skills to contribute to a forward-thinking organization. Professional Experience:

Desktop Support Engineer

Establishment Labs Austin, Tx 09/2024 – 02/2025

● Provided desktop support for more than 50 Sales Reps across the United States.

● Performed system monitoring to ensure network performance meets service level requirements.

● Implemented new technologies such as Wi-Fi access points or VoIP phones.

● Conducted training sessions for end users on how to use newly implemented software or hardware devices.

● Collaborated with other IT teams on projects related to desk support initiatives.

● Provided remote support to end users using tools such as Anydesk and Microsoft teams.

● Managed Active Directory users accounts, groups, and permissions, enhancing system security.

● Utilized ticketing system to track and prioritize support requests, improving response times and resolution rates.

Ascension Austin, TX 03/2023 - 05/2024

● Provided desktop support for hospital staff, ensuring seamless operation of critical healthcare systems and EMR applications.

● Installed, configured, and maintained hardware and software, adhering to HIPAA regulations and industry standards.

● Resolved technical issues promptly to minimize disruptions in patient care and administrative operations.

● Conducted training sessions for hospital staff on IT systems and software applications.

● Created, modified and updated user accounts in Active Directory.

● Collaborated with IT team members to share knowledge and improve support processes. Graphic Designer/Desktop Support

Belton Journal Belton, TX 06/2019 - 08/2021

● Managed IT operations for a prominent newspaper, supporting over 7 users across editorial and administrative departments.

● Installed and maintained desktop hardware, printers, and software applications critical to news production and publishing.

● Provided technical training and support to journalists and staff on new software tools and IT procedures.

Logistics Specialist

Tru Homes Belton, TX 04/2018 - 03/2019

● Supported manufacturing operations by managing IT infrastructure and providing desktop support for production and ERP systems.

● Diagnosed and resolved hardware and software issues to minimize downtime and optimize manufacturing processes.

● Collaborated with cross-functional teams to deploy and maintain IT systems supporting manufacturing operations.

Package Handler

United Parcels Service (UPS) Part time 06/2015 - Current

• Utilized scanning equipment to track movement of items throughout the facility.

• Stacked, stored and organized products in an orderly fashion within the warehouse.

• Assisted in loading delivery trucks with prepared packages.

• Examined and inspected containers, materials, and products to meet packing specifications. Nuclear Machinist Mate

United States Navy 05/2003 - 06/2010

● Operated and maintained nuclear propulsion systems aboard [Ship Name], ensuring operational readiness and safety.

● Conducted preventive maintenance and troubleshooting of complex machinery and systems.

● Trained and supervised junior personnel in nuclear plant operations and safety protocols.

● Received commendations for outstanding performance and leadership in demanding operational environments.

Education:

Cybertex Institute of Technology Killeen, TX University of Mary Hardin-Baylor Belton, TX

Certifications:

● CompTIA A+, In Progress

● CompTIA Security+, In Progress

● Working knowledge of AWS Cloud Practitioner

● Working Knowledge of Microsoft Azure

Working Knowledge of Linux

●

Skills:

● Proficient in diagnosing and resolving hardware, software, and network issues.

● Strong knowledge of Windows and Mac operating systems.

● Experience with Active Directory, Office 365, and ticketing systems (e.g., ServiceNow).

● Excellent communication, leadership, and problem-solving skills.

● Ability to work effectively under pressure and in diverse team environments.

Contact this candidate