Customer Service Help Desk

Marshawn Mitchell

*** ******** ******, ********, ** 43205 ****************@*****.*** 614-***-****

PROFILE SUMMARY

Certified IT candidate, advancing in the IT industry by pursuing multiple CompTIA, Microsoft and Cisco certifications through an accredited training program. IT knowledge and hands-on training teamed with an excellent work history highlighting solid customer service and task oriented roles with exposure to management experience. Creative, resourceful and adaptable to changing priorities; maintains a positive attitude and strong work ethic.

TECHNICAL SKILLS & ABILITIES

Apply static IP addresses to multiple devices

Windows 7: Installing, troubleshooting, configure access to shared resources and peripherals

Set-up/maintain firewalls and anti-virus software

Understanding of TCP/IP, DNS and DHCP systems

Ability to configure storage spaces

POS systems and inventory database mgmt.

Understanding of LANS, WANS and wireless

Maintain and verify back-ups of all systems

Diagnose and troubleshoot connectivity issues

EDUCATION

My Computer Career, Westerville, OH Graduated May 2017

Information Technology Systems Administration

Current Certifications: Microsoft Technology Associate: Networking Fundamentals CompTIA A+

CompTIA Network +

Western Governors University – Estimated Graduation November, 2024

Degree being pursued – B.S. of Cybersecurity and Information Assurance

Certifications in progress: Server+ and Mobility+, Windows 7, CCENT and Microsoft Technology Associate: Security, Operating Systems, Mobility and Devices

WORK HISTORY

Moriroku Technology North America February 2023 – Current

Senior IT Technician

•Provide Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution

•Troubleshooting, configuration, database administration, repair for sever, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

•Diagnose hardware or software issues repair system configueration, and provide technical advice on complicated issue.

•Purchasing Hardware and software Items for multiple departments.

•Budgeting reports in crystal software.

Walmart Distributing center January2022 – February 2023

Properly packaging merchandise for shipment to customers, ensuring customer satisfaction

Accurately transferring shipping information and labeling packages Consistently displaying

collaborative abilities by recognizing coworkers in need of assistance and pitching in where needed or assigned.

ITC Manufacturing June 2021 January 2022

Steel mesh decking.

Machine operator.

Warehouse general labor.

IT Support Analyst II, ASCENA June 2020 June2021

Provide front-line direct technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. Identify, repair, and resolve Service Desk system issues promptly.

Gather and analyze data and Interpret gathered data.

Submitting reports to the relevant department heads and management.

Finding patterns and trends in the analyzed data.

Helping the management and other teams draw business goals and needs.

Managing inventory.

Noc analyst, Horizon February 2020 – June 2020

•Resolve any issues related to the servers, networks and telecommunications by consistently troubleshooting and monitoring.

•Network Operations Center include network support, network administration and management, switching and routing, along with Linux.

Warehouse Associate and Trainer, Eddie Bauer June 2019 – February 2020

•Provided training for new associates: develop a schedule classes training needs

•Conduct surveys and interviews. Excellent communication skills with other trainers, mangers and leadership.

•Track and compile collected data with deep knowledge of industry.

•Passion for continuous learning

Telecomm Network Cabinet Builder, Stonecrop Technologies November 2018 – June 2019

Followed detailed diagrams to assemble network cabinets for telecommunications applications

RAN equipment configuration

Router Installation

Helpdesk Analyst, PCM April 2018 – November 2018

•Provide Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other work groups.

•Serves as the single point of contact to end users for information technology-related issues, problems and requests.

•Working directly with the customer to improve the knowledge and be focused on this one customer.

•Experience with ServiceNow.

Worker, Tarrier Steel July 2017 – April 2018

•forklift operator moving steel across the steel yard

•saw operator saw steel to correct length

PC Technician, Tuba Group, Defense Logistics Agency, (contract), Columbus, OH March 2017 – April 2018

Performing over 3000 PC and Laptop Windows 10 deployments

Provide client assistance in signing in to computers, emails, VDI and business accounts

Basic troubleshooting and set up configuration

Packer, Sonoco Plastic, New Albany, OH July 2016 – March 2017

Properly packaging merchandise for shipment to customers, ensuring customer satisfaction

Accurately transferring shipping information and labeling packages

Consistently displaying collaborative abilities by recognizing coworkers in need of assistance and pitching in where needed or assigned

Expeditor, LGS Staffing – Accel Inc., New Albany, OH July 2014 - July 2016

Prepared products for shipping with proper packaging and accurate labeling information

Maintain up-to-date knowledge on shipping processes and adhering to all procedures guidelines

Camp Counselor (summer), Dodge Park and Recreation, Columbus, OH June 2013 – August 2013

Planned and orchestrated youth program in small group settings

Adhering to all guidelines, provided a safe and developmentally enriching environment

Mentored youth, utilizing excellent communication skills; listening, speaking and setting a good example

Intern, Franklin County Auditor, Columbus, OH Dec 2012 – December 2012

Performed basic clerical tasks: data entry, sorting and distributing mail

Shift Coordinator, Burger King, Columbus, OH March 2011 – July 2013

Provided a friendly environment by greeting customers, processing orders, offering suggestions as requested and properly preparing food orders

Served as liaison between customer and management, de-escalating problematic customer issues

Managed a team of at least four, to ensure customer needs were met and food processes were followed

Assisted in cash drawer reconciliation, scheduling and training of new team members

Promoted from Cashier to Coordinator within a year

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