Customer Service Technical Support

MH

MARCUS H. MAGWOOD

Sr. Desktop Technician Customer Service Leadership

+1-202-***-**** *********@*****.*** Bowie, MD.

SUMMARY

Seasoned desktop support leader with over 13 years of experience in customer support and administration. Skilled in communication and very passionate about resolving issues and assisting users and management. SKILLS

Network & Systems Monitoring, Incident & Problem Management, Communication & Escalation Procedures, Troubleshooting & Technical Support, Process Improvement & Documentation, Team Leadership & Customer Service EXPERIENCE

10/2024 - 04/2025

Annapolis, MD

Incident Manager/ NOC Engineer

Collins Aerospace

Monitored network systems, servers, and telecommunications using enterprise monitoring tools. Responded to system alerts; performed diagnostics and resolved issues to ensure uptime. Conducted root cause analysis and escalated complex incidents to senior engineers. Documented incidents, updated SOPs, and maintained detailed event logs. Coordinated with internal/external teams during critical incidents and outages. 08/2022 - 07/2024

Washington, DC

Tier 2 Senior Technician

Indigo Technologies EPA Contract

Delivered technical support via phone, email, Teams, and remote tools. Supported agency-wide Windows 11 migration for over 300 users Trained staff on Citrix VDI, VPN setup, and OneDrive cloud sync. Maintained printing infrastructure and handled hardware troubleshooting. Assisted with One Drive migration for entire agency 10/2001 - 08/2022

Washington, DC

Tier 2 Senior Technician

Vision Technologies EPA Contract

Managed IT equipment shipping/receiving; ensured accurate inventory records Processed equipment orders via Dell, UPS, and Salesforce. Replaced legacy hardware; provided ongoing support to end users and assisted with local and network datat migration.

Performed Active Directory tasks and ensured password compliance. EDUCATION

2006 - 05/2011

New York, NY

Bachalor in Criminal Justice

John Jay College

PROJECTS

Windows 11 migration

Was part of a team to migrate users data to upgraded O/s and laptop One Drive data Migration

Assisted remote users with migrating local files and network data to OneDrive, Teams and SharePoint account www.enhancv.com Powered by

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KEY ACHIEVEMENTS

Upgarded Agency Laptops from Win 10 to Win 11

Assisted with Win 10 to Win 11 transition for entire agency

(testing new O/S for any issues that may occur during transition), assisted over 300 users with ensuring thier files, data and applications were accessible once upgraded. Assisting individual EPA users with migrating files and Data to OneDrive and SharePoint

Users were able to efficiently locate files and meeting notes from SharePoint and OneDrive applications

INTERESTS

Volunteering and Youth Outreach. I also enjoy music and acting .

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