System Support & Training Specialist

Marshall Tashinga Mbanga

Irvine, CA • 832-***-**** • ******************@*****.***

Education

M.S. in Management – Business Analytics

Tennessee Wesleyan University – In Progress

B.S. in Information Technology Management, Minor in Marketing

University of Minnesota – May 2020

Professional Summary

System Support & Training Specialist with extensive experience developing documentation, onboarding materials, technical training, and support workflows across SaaS, IT, and enterprise environments. Skilled in improving help desk operations, creating training content, managing cross-team transitions, analyzing performance metrics, and supporting multiple enterprise software systems.

Experience

Hyundai AutoEver America — System Administrator (Oct 2022 – Present)

• Develop and maintain documentation, SOPs, and support materials for internal IT processes.

• Train support analysts and end-users on hardware, software, and new processes.

• Manage ServiceNow/ESM ticket workflows and ensure SLA compliance.

• Support enterprise systems by troubleshooting network, workstation, mobile, and telecommunications issues.

• Assist in change management and implement new help desk processes.

• Maintain reporting and activity logs for KPI tracking and audit readiness.

Beyond Limits Altec — Application Support Analyst (Part-Time) (Sep 2022 – Jun 2024)

• Delivered Level 2 support for DocLink software via phone, email, and virtual screen sharing.

• Created support documentation and troubleshooting guides.

• Analyzed SQL queries to resolve system issues.

• Supported user and internal team training for system updates.

• Maintained performance reporting and documentation.

ITrustCapital — Technical Support Analyst II (Jan 2022 – Sep 2022)

• Created training materials and onboarded new employees across multiple platforms.

• Trained Tier 1 support analysts on ticket handling and software compliance.

• Developed system documentation and incident forms.

• Performed SQL data pulls and system audits.

• Collaborated with QA and development teams to support product enhancements.

• Managed IT asset inventory and deployed new security solutions.

University of Minnesota — Business Analyst Intern (Jan 2017 – Sep 2021)

• Designed and delivered CRM training to professors and department heads.

• Created documentation, forms, workflows, and portal layouts for CRM implementation.

• Migrated and maintained data quality across Salesforce and Slate.

• Developed reports and dashboards for stakeholders.

• Supported project planning and technical documentation.

Skills

Training & Education: Curriculum development, onboarding, training delivery, documentation.

Systems & Tools: SQL, ServiceNow, Zendesk, Jira, Slate CRM, Salesforce, Azure, Office 365, Google Workspace.

Technical Support: Troubleshooting, software deployment, networking, telecommunications.

Data & Reporting: Excel, KPI reporting, dashboards, SQL queries.

Other: Workflow optimization, collaboration, customer service, compliance support.

Contact this candidate