Marcus Mattis

• Serve as the primary contact for internet-related incidents and service requests.
• Monitored multiple companies using LogicMonitor to identify outages, enabling timely resolutions.
• Monitor multiple companies using LogicMonitor to identify outages and reduce downtime.
• Collaborated with Tier 2 support and network engineering teams to escalate complex issues, ensuring efficient problem resolution.
• Document replication steps, troubleshooting actions, and initial findings for escalations.
• Remotely access routers and switches to reboot devices and restore internet connectivity.
• Use Telnet to modify customer switch settings for IP phone systems.
• Worked with customers, vendors, and internal teams to test new products, enhancing network performance.

• Created and escalated trouble tickets for customer inquiries and technical issues to ensure timely resolution.
• Managed Office 365 email accounts, synchronizing changes with Active Directory for seamless user experience.
• Created, updated, and escalated trouble tickets for customer inquiries and technical issues.
• Resolved cases through ServiceNow to ensure efficient handling and escalation.
• Managed Office 365 email accounts and synchronized changes with Active Directory.
• Reset email accounts and passwords in Office 365 and Atria for server-based clients.
• Provided technical assistance via phone, email, and remote desktop tools, enhancing customer satisfaction.
• Processed payments securely using RB-Billing while maintaining data confidentiality.

• Imaged and deployed computers to ensure seamless user access and experience.
• Installed and configured network printers and Office 365 applications to enhance operational efficiency.
• Troubleshot issues between network systems and devices.
• Tracked service activity through ServiceNow ticketing to maintain accurate records and improve response times.

• Provided Level 1 support for more than 800 mobile devices, including BlackBerrys and iPhones.
• Managed device compliance through AirWatch, ensuring seamless access and security for users.
• Developed partnerships with AT&T and Verizon to facilitate timely device updates and enhancements.
• Responded to service desk tickets in a timely and professional manner.
• Used remote access tools to troubleshoot and repair client PCs.
• Installed and maintained PC and network software across the WAN.
• Configured software including Oracle, RightFax, Visio, VPN clients, and Crystal Reports.
• Assisted with smart device deployment projects across the organization.
• Built strong working relationships with AT&T and Verizon to keep devices updated.
• Worked closely with Finance team to align on budgetary concerns to monitor purchases under the End User Device Strategy.
• Provided technical support via phone, email, and in-person for over 300 staff members daily.

A+ Certified