Security Operations Technical Support Team Lead

Marcus A. Coleman *

MARCUS A COLEMAN

SECURITY OPERATIONS TECHNICAL SUPPORT TEAM LEADERSHIP

404-***-**** • ********@*******.*** • www.linkedin.com/in/marcus-coleman-81922425 Professional Summary

Operations and technical support professional with more than 20 years of experience in customer service, computer repair, staff supervision, and service coordination. Installs, maintains, troubleshoots, and supports desktop and laptop microcomputer systems, local networks, and peripherals to meet user needs. Security leadership includes dispatch, event security, and field supervision. Brings hands-on troubleshooting expertise, calm incident response, and clear communication with customers, officers, and management.

Core Competencies

Security operations • Dispatch coordination • Staff training • Incident reporting • Customer service and de-escalation • Technical troubleshooting • Remote support • PC repair and networking • Scheduling and payroll • Inventory control • Quality assurance • Microcomputer support • Preventive maintenance Professional Experience

Veterans Security High Desert Southern California Dispatcher 11/2022 – 01/2024

Coordinated overnight communications, officer check-ins, shift coverage, and service escalations; maintained dispatch logs and end-of-day reports.

Head Dispatcher 02/2024 – 09/2026

Coordinated dispatch activities and officer communications across multiple sites, addressing attendance issues, schedule changes, and urgent coverage needs.

Supported TrackTik access and reporting, reviewed timekeeping discrepancies, and communicated operational updates to officers and management.

Head of Security - Los Angeles Haunted Halloween Hayride 09/2025 – 12-2025

Led security personnel for the seasonal event, coordinating officer assignments and maintaining communication during security concerns and incidents.

Field Supervisor 06/2024 – 09/2026

Conducted site visits to assess officer readiness, patrol activity, post-order compliance, and report quality across construction and commercial properties.

Trained officers on site procedures, patrol routes, access-control scanners, and documentation; reinforced safety, uniform, and conduct requirements.

Coordinated with clients and management on incidents, site conditions, staffing needs, and patrol vehicle issues; prepared operational updates and follow-up reports.

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Professional Courier Logistics, Inc. Victorville, CA Pharmaceutical Courier 07/2022 – 02/2024

Completed timely deliveries from local pharmacies, protected confidential information, and followed medication-handling requirements with close attention to detail.

Via Sat, Inc. San Diego, CA

Satellite Installer 03/2019 – 07/2022

Installed satellite equipment inside and outside customers’ homes, routed cabling neatly, and resolved installation and service problems.

Explained equipment and services, addressed customer questions, and identified opportunities for additional sales. Comcast, Security Division REMOTE

Home Support Technical Specialist 10/2018 – 09/2022

Diagnosed home security network issues, guided customers through troubleshooting, and dispatched service technicians when on-site support was needed.

De-escalated customer concerns, explained service options, and supported sales and customer appreciation efforts. B Virtual Incorporated REMOTE

Virtual Technical Support Specialist 08/2015 – 10/2018

Provided first-level technical support by phone and chat to students taking online examinations in Windows and Mac environments.

Diagnosed and resolved hardware, software, browser, and connectivity issues using remote support utilities, knowledge bases, and technical documentation.

Configured and troubleshot video and audio conferencing applications, Microsoft Outlook, and BlackBerry devices.

Recorded and categorized customer issues, troubleshooting actions, and case details in the incident management system while managing multiple priorities.

Equip Exports, LLC Forest Park, GA

Operations Manager 02/2012 – 08/2015

Supervised a team of four to six employees and managed payroll, inventory, accounts receivable, and accounts payable.

Audited electronic equipment for quality, refurbished computers, managed eBay sales, and coordinated shipping, receiving, and forklift operations.

Motherboard Central Computers Atlanta, GA

CEO and Computer Technician 12/2003 – 12/2016

Built, repaired, networked, and upgraded computers; replaced motherboards, hard drives, and LCD screens in desktop and laptop systems.

Diagnosed PC and local network problems, providing customer support on-site and by telephone.

Installed security camera and DVR systems, mounted and wired televisions, and handled computer sales, invoicing, and collections.

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Car Spa, Inc. Atlanta, GA

Assistant Manager 2010–2011

Supervised seven lube-bay employees, enforced safety and service-quality procedures, and verified proper vehicle fluid levels.

Managed staffing and sales activity to support a labor-cost target of no more than 45 percent. Happy Feet, Inc. Atlanta, GA

Manager 12/2001 – 10/2003

Managed daily, weekly, and monthly sales goals; assisted customers with purchases and supported merchandise buying and replenishment.

Wireless Dimensions Atlanta, GA

Store Manager 01/2000 – 11/2001

Supervised five to seven employees and managed scheduling, payroll, inventory, ordering, shipping, receiving, and restocking.

Repaired cellular equipment and oversaw customer relations and service quality. Jirah Computers Savannah, GA

Micro Computer Specialist 06/1996 – 04/2000

Performed PC and network repairs, preventive maintenance, upgrades, network setup, and testing for in-house clients. Marcus A. Coleman 4

Education

Savannah State University Savannah, GA 02/1996 – 06/2000 Bachelor Degree of Computer Science Micro Computer Specialist. Coursework in business math, marketing, communications, and human relations. Technology

Microsoft Windows • macOS support • Microsoft Office through Microsoft 365 • Outlook • Quicken • TrackTik • Remote support utilities • Incident management systems • PC hardware and peripherals • Local networks • Browser troubleshooting

• Data entry and file maintenance

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