Customer Support Sales
Resume:
J Marvin Grant
************@*****.***
Skills:
Windows 95 - Windows 10, Linux, UNIX, Citrix, VMware, MacOS
4+ years in retail and sales support
** + years of Ticketing Systems (Remedy, Service Now)
Ticket Trouble shooting, Defect Tracking, Resolution, and Escalation
POS hardware equipment and cabling
Exceptional customer support experience
Strong communications skills
Build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude
MS Office Suite, 365, Windows PowerShell, Microsoft SharePoint 2013, Salesforce, Active Directory, Bitlocker, Bluzone, Sagitta, RSA, SecurID, POS Technologies, Remedy Tracking System, Magic Tracking System, Service Now Tracking System, SQL Basics, TeamViewer, TMO, Marketer PRO & Encompass Loan Origination AU system (DU/LP) underwriting standards, SAP & Paycom accounting and payroll software.
Experience
February 2024 - May 2024
Tech Bar Representative
McKesson Irving, TX
Responsible for building, configuring, replacing and troubleshooting desktop and laptop hardware components
Replace defective parts as needed
Built effective relationships with both with CLIENT and End Client
Provide real-time triage and escalation of quick tickets.
Working with channel partners on ticket reassignment & defect resolution
Support Process Improvements
Worked as an individual contributor and as part of a team
Organized and prioritized work appropriately
Experience of using an ITSM system
Knowledge of Microsoft Windows operating systems and IOS applications
Knowledge of mobile devices, both iOS and Android operating systems
Deployment Specialist -On Call
Sept 2022 –Feb 2024
PEAK Systems New York, NY
Strategic Solutions
On-Call Contractor
Feb 2023 – Feb 2024
Mounting of monitors on monitor arms
Verify workstation setup expectations; neat cables/monitors aligned/decommissioned items removed
Verify power and network connection at each workspace.
Installing FAKs (Free Adress Kits), including universal docks, dual monitors, keyboards, mouse and network printers.
October 2022 - April 2023
Desktop Support
Aramark Fort Worth, TX
Maintain an advanced Provide front-line system support by analyzing tickets for reported issues, defects, and gaps utilizing resources until full resolution.
Act as primary software support for proprietary applications, troubleshooting
Provide real-time triage and escalation of quick tickets.
Working with channel partners on ticket reassignment & defect resolution
level of knowledge for supported products and support policies.
Manage client Access, Active Directory, password reset, account access verification, VOIP.
Support employee provisioning and deprovisioning including troubleshooting including Microsoft Operating Systems including Windows XP/7/8/10; MS Exchange/Outlook
Support issue resolution for Windows 2007/2010/2013 environments, including IE 8/10/11 and Chrome
Feb 2022 - Sep 2022
Hiring Event Specialist
American Airlines Fort Worth, TX
Work with the interviewing coordinator to ensure that all candidates have been interviewed
Advise and escort the candidates that we not selected top the exit
Escort the selected candidates through the on-boarding process
Solving Skills Strong Communication & Teamwork
Feb 2021 - Oct 2021
IT Specialist - Remote
Truist Wilson, NC
Manage calls from internal end users
Supported end user via email and IM
Desk Support of passwords and Merger specific systems
Technical support of the proprietary applications, Access, Active Directory, password reset, account access verification, VOIP, employee previsioning and deprovisioning including troubleshooting
Supported Email platforms, Exchange Servers, and Windows environment
Microsoft Multi-Factor Authentication set-up and support
Identify and diagnose issues and problems
Advise users on appropriate course of action
Oct 2020 - Jan 2021
WAH Optimization Specialist - Remote
Cigna Dallas, TX
Manage inbound calls from internal end users
Supported end user via email and IM
Troubleshooting of internet, Aruba, VPN, RSA Tokens including installation, configuring, VOIP and connectivity related issues
Most issues including low internet connection, device that are not connect to the network, RSA token will not reconnect
Responsible for handling 4-5 technologies, some random requests
Dec 2019 - Feb 2020
Server Technician
IBM Dallas, TX
Racked, built, cabled, configured, and provisioned Intel and AMD Server
Troubleshoot, test, quality assurance of Server hardware
Operating System Installation - Windows Server, Linux, Unix
Support cabling efforts including dressing, and running cabling, such port mappings and the understanding the differences and purposes behind each cable type
Demonstrated the understanding of basic hardware troubleshooting and applying logical methods resolution
Rack, cable, and deploy Cisco Layer 2 networking equipment
May 2019 - Sepr 2019
Backlog Engineer/Technical Writer - Hybrid
IBM Dallas, TX
Oversee change request tickets through the internal Service Now application
Categorize and disseminate tickets based on vulnerabilities to engineers supporting each fix
Manage exception requests, match them to the appropriate document template, identify and obtain missing information
Complete each template to create customer-facing documents describing threats to their Windows and Unix environments
Gather evidence for the exceptions, create tickets, and submit those to the Exception Team
Work with account management (DPE/PE), coordinate next steps with the engineers and device owners, and provide proper documentation to ensure customer communication takes place
Transform these exception requests into customer Threat Communication notifications (risk advisory letters).
Oct 2018 - Jan 2019
Technical Support Analyst
Tech Mahindra Plano, TX
Provide technical support to BNSF users for computer related technical problems
Support the following technologies and applications: Pulse (VPN), Entrust, Mobile Pass, Active Directory, Mainframe Emulator, One Drive, Chrome, Microsoft Edge, Windows 365, and Outlook
Interact with diverse teams
Performed ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution
Ensured that all required ticket information is available for further analysis (for example, a screenshot of the error and customer ID) and run methods and procedures to provide resolution to known/recurring issues
Utilized the existing knowledge base and documentation for quick-win and first-level resolution
Desktop Deployment Specialist
Mar 2018 - May 2018
Amdocs Richardson, TX
As a team member of Choose It Upgrade project, provide technical support to users for computer related problems
Provide a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude
Communicate with our store managers regarding implementation status and progress
Manage the project implementation tasks relating to deployments
Meet and/or exceed Key performance indicators (KPI's) related installs and upgrades per day
Support all image processing, install applications, move data from machine to machine
Initiate opening of cases in SNOW ticketing
Ensured timely resolution or escalation within the agreed SLA
Applications Deployment Support Specialist
Jun 2017 – Aug 2017
JC Penney Plano, TX
Responsible for customer-facing roles in retail store technology deployments
Communicate with our store managers regarding implementation status and progress
Manage the project implementation tasks relating to store deployments
Assure that implementation guidelines and timelines were successfully achieved
Communicate with vendors to ensure equipment delivery
Provide technical support to users for computer related technical problems
Perform 1st level troubleshooting for JC Penney stores as relates to POS, scanners, store workstations, iDevices, printers, etc
Diagnose issues in a complex environment and identify solutions quickly using a knowledge base
Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008 server errors, Microsoft Office and Mac OS support, and password administration
Ensure accurate and timely updates are made to Incidents using BMC Remedy ticketing system
May 2016 - July 2016
Technical Analyst
CSC Systems Coppell, TX
Provide technical support to users for computer related technical problems
Entered tickets into the call tracking tool; ensure information is accurate, prioritized and assigned to a queue
Answer help desk calls and respond to customer inquiries to ensure customer needs are met
Assisted customers in resolving technical problems by providing scripted guidance regarding software and hardware problems
Troubleshooting system, software, and networking problems
Testing of patch releases and product updates
Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries are resolved appropriately
RSA Tokens configuration (resync, adding removing tokens)
Mar 2015 - Nov 2015
Front End Manager
Brooklyn Crust Bistro Grapevine, TX
Analyzed and resolve systems issues
Supported POS system with updates of inventory, menu changes, employee schedule, daily, weekly, month end sales reports and business forecasting
Monitored systems to ensure and maintain optimal operational status
Interacted with Clients while providing Customer Service to ensure their pleasurable dining experience
Knowledgeable of restaurant systems; Aloha, Clover
Managed online ordering, loyalty programs
Installed and maintained PC hardware and MS Office 2007/2010/2013/365
Dec 2014 - March 2015
Product Support Analyst II
NEC Dallas, TX
Supported retail client-based Enterprise and POS systems
Acted as customer-facing point of contact for technology deployments
Manage the project implementation tasks relating to store deployments
Provided effective verbal and written communications with technical and non-technical individuals
Configured Aloha POS printers to operate with terminals via serial/network interfaces
Performed system monitoring to ensure and maintain optimal operational status
Troubleshooting helpdesk calls for clients using Command Center remote manager
Managing the timely installation, training, upgrade, relocation or removal of the products
Provided reporting services on weekly basis to track system performance tools
March 2013 - July 2013
Technical Support Analyst
MurTech Dallas, TX
Acted as customer-facing point of contact for technology deployments
Served as part of the breakdown rebuild team for employee moves
Manage the project implementation tasks relating to store deployments
Installed servers, firewalls, ran cabling and installed and configured PBX/VoIP systems and devices
Prepared desktop and laptop systems to be relocated
Installed POS hardware equipment, update software and provided operator instructions
Issue escalation support for issues not updated in Knowledge base
Installed and maintained PC hardware both Windows and Mac
Created work plans and quality assurance scripts for implementing new or modified software, hardware, or procedures
Updated process and procedure documentation as necessary.
Jul 2012 – Sep 2012
Underwriter
Treliant Risk Advisor Washington, DC
Reviewed loan applications 1003, credit reports, income docs, appraisals, title work, bank statements, HUD-1 closing statements
Preformed Due Diligence for legal review on Residential loans, HELOC's, Repurchases, Conform and Non-Conforming loan files, with specific emphasis on fraud audits and investigations
Reviewed previously underwritten loans to determine origination underwriting deficiencies against original Investor or MI guidelines
Performed manual underwriting calculating debt ratios
Reworked loans to determine origination underwriting deficiencies against original Investor or MI guidelines
Evaluated appraisals to determine if value of property is justified by assessing comparable properties.
Education
School or University
Business Management Coursework - UCLA
Courses & Certificates
Cisco Certification of Coursework Completion
New Horizons Computer Learning Center
Certified Computer Refurbishing Technician
Tarrant County College
Certificate Awarded - Analog & Digital Technology
Technical Career Institute
Interests & Hobbies
Community Volunteer -Computer Literacy, Reading, Cooking Gardening
Contact this candidate