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Marcel T Brown

IT Support Specialist at MVP One

Contact Information

us****@****om

(386) 825-5501

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Location

Carol Stream, Illinois, United States, US

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IT Support Specialist
- Jan 2022 - Present
●Manage Boost Mobile and StratusForce vendor accounts, resulting in a 55% reduction in billings. ●Refurbished 45 Windows XP Machines to Windows 8 in four days, in preparation for an Office 365 roll-out across five regional offices. ●Supervise 17 junior team members, and control training and information technology systems and services budgets of up to $850,000 dollars. ●Provide training and support to 850+ staff members for a wide range of software applications and hardware in a Microsoft Windows environment. ●Procure, set up, and install over 50 commercial Brother and Lexmark photocopiers, including postscript printer drivers. ●Monitor Help Desk ticketing system and provide technical assistance and support for user issues related to computers, software, and other IT-managed systems. ●Respond to user questions via chat, email, support ticket, phone, or in person as appropriate. Ask questions to assess the scope and nature of the issue. Resolve or escalate as necessary. ●Train users as needed using manuals as a base. ●Set up computers, phones, peripherals, and other devices as needed. ●Install, add, move, or change telephone extensions and related equipment. ●Respond to requests for loaner equipment; maintain hardware and inventory for check-in / check-out purposes. Show less

Assistant IT Support Specialist
- Jul 2020 - Dec 2021
●Tracked and resolved 95% of all IT support issues logged, reducing response time from 36 hours to three hours ●Delivered outstanding customer service by following up on resolved issues to ensure that the solution provided was effective, increasing customer satisfaction by 45% according to an online survey. ●Installed, customized, and supported desktop, and laptop workstations, and software systems for 65 in-office and remote work users. ●Oversee the day-to-day operations of the IT Service Desk, ensuring high levels of service delivery and customer satisfaction. ●Identified and provided reporting on Key Performance Indicators and SLAs for the Service Desk. ●Managed and prioritized help desk ticket queues, ensuring all requests were addressed in a timely and effective manner. ●Work closely with international IT Service Desk management to identify, standardize, and coordinate IT Help Desk activities for a common service delivery strategy as well as continuous improvement. ●Develop and maintain documentation and standard operating procedures for Help Desk processes and procedures. ●Mentor and train Service Desk technicians, providing guidance and support to enhance their technical skills and knowledge. ●Perform other related duties as required. ●Stay up-to-date with industry trends and best practices, and implement new technologies and techniques as appropriate. Show less

IT Support
- Feb 2018 - Jun 2020
●Installed a new Mitel admin phone system, and 20 new cordless phones in all meeting rooms. ●Provided onsite IT support for between 20 and 40 calls on a daily basis. ●Compiled 35+ online documents for help desk operations procedures, and uploaded these to the company’s Intranet for easy access. ●Assist in troubleshooting: receive calls, troubleshoot, diagnose, and resolve computer and network problems. ●Install, maintain, and update employees’ hardware and software ●Set up new devices. ●Establish and maintain card key access accounts. ●Assign and monitor IT tickets. ●Monitor and respond to data loss prevention alerts. ●Monitor user backup systems. ●Monitor file integrity changes. ●Create IT security-relevant dashboards and other documentation ●Assess vulnerabilities. ●Track information security user training tool. ●Provide accurate record-keeping for inventory, purchasing, and communications network services orders. ●Assist Director, Technology Services with IT-related projects Show less

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