IT Support Analyst II

Marvin Ruff, Jr.

Contact Information: 678-***-**** ************@*****.***

CAREER OBJECTIVE

Motivated IT professional with hands-on experience in technical support, system administration, and user onboarding, seeking to transition into entry-level engineering roles. Possesses a strong foundation in Python, information security, and AWS cloud environments, along with practical exposure to DevOps principles and Agile collaboration. Eager to build secure, scalable systems while expanding technical expertise and contributing to high-impact engineering projects.

CORE COMPETENCIES/Skills:

•IT Support (Tier 1 & 2) Endpoint & Infrastructure Management

•User Onboarding/Offboarding Access & Identity Provisioning

•AWS (EC2, IAM, S3) Azure AD Active Directory

•Basic Scripting (Python, PowerShell) DevOps & CI/CD Exposure

•Ticketing Systems: ServiceNow, Jira Incident Management

•OS: Windows, macOS, Linux (basic) Networking (DNS, DHCP, VPN)

•Security Best Practices User Permissions & Controls

•Office 365 Google Workspace Hardware Setup & Imaging

•Documentation Knowledge Base Creation Agile Collaboration

EXPERIENCE:

Infrastructure Engineer/ Rapid Response-- R1 RCM

December 2022 - Company Acquired was Laid Off

Provided Tier 1/2 support to internal users; responded to technical escalations and resolved access and hardware issues.

Managed onboarding/offboarding processes in ServiceNow; created user accounts in Office 365 and AD.

Coordinated hardware and device deployment, trained users on new systems and tools.

Ensured access security, group memberships, and profiles were correctly configured or removed.

Collaborated with Agile teams and supported AWS security best practices.

Onboard Engineer, Cloudmed

February 2022 – December 2022

Set up and configured laptops for new users; facilitated virtual onboarding and technical training.

Managed access control through Azure AD and ServiceNow; maintained device inventory.

Provided technical support for software/hardware issues; documented requests and solutions.

Authored knowledge base articles and improved training efficiency by 70%.

TIER 1 Support Representative, Samsara

July 2021 - Feb 2022

Delivered live technical support via phone/chat; resolved end-user software and hardware issues.

Documented support cases accurately; collaborated with escalation teams to resolve complex problems.

Promoted customer satisfaction and upheld support SLAs.

Technical Customer Support Analyst, Sierra Wireless (Contract with Insight Global)

July 2019 - July 2020

Provided 24/7 technical support via phone and email, ensuring timely resolution of end-user issues.

Created and maintained support tickets and knowledge base documentation.

Escalated complex issues to appropriate support tiers for resolution.

Resolved technical problems reported by peers, management, and network engineers, including desktop/laptop maintenance and end-user troubleshooting.

Logged support activities accurately and documented resolutions to enhance process efficiency.

Level 2: RPM Support Analyst, Genuine Parts Company

May 2018 – Feb 2019

Supported RPM conversions, diagnosing technical issues and implementing process improvements.

Resolved and escalated system incidents; ensured timely communication of network events to leadership.

De-escalated user concerns and acted as a customer advocate to ensure a positive support experience.

Identified potential security events and escalated appropriately.

Created incident reports and knowledge base documentation; trained new hires and customers.

Performed workstation restorations and imaging to company standards.

Level 1 CSR: TAMS Support Analyst, Genuine Parts Company

January 2017 – May 2018

Resolved hardware, software, and connectivity issues across Windows and cloud environments, ensuring timely and accurate support for end users.

Escalated critical network incidents, system outages, and unresolved technical issues to Tier 2/3 teams and leadership.

Acted as a technical liaison between clients and internal teams, advocating for customer needs and ensuring service-level expectations were met.

De-escalated high-pressure situations by delivering clear communication and effective solutions, reinforcing user confidence and satisfaction.

Provided ongoing account support, tracked issue trends, and contributed to long-term solutions through documentation and root cause analysis.

EDUCATION:

ITT TECHNICAL INSTITUTE – ATLANTA, GA

Bachelor of Science, Cyber Security – December 2015

Associate of Science, Computer Network Systems – June 2011

JOHN JAY COLLEGE OF CRIMINAL JUSTICE – NEW YORK, NY

Bachelor of Arts, Legal Studies – December 1999

References available by request

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