Marcus Mattis
Conyers,GA
Summary
Experienced Customer Service and Technical Support Professional specializing in complex issue resolution, escalation management, and network operations. Proficient in Office 365, ServiceNow, remote desktop tools, Active Directory, and AirWatch. Focused on enhancing service quality and minimizing downtime to ensure a positive customer experience.
Overview
20
20
years of professional experience
Work History
Data Support Tier 1
C Spire Communications
Ridgeland, MS
06.2023 - Current
- 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.
Support Specialist
C Spire
Hattiesburg, MS
03.2022 - 06.2023
- 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.
Computer Technician
NewWave Renovations
Atlanta, GA
06.2020 - 03.2022
- 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.
Device Admin / Desktop Support Technician / Hardware Engineer
Children’s Healthcare of Atlanta
Atlanta, GA
05.2006 - 06.2020
- 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.
Education
High School -
Dewitt Clinton High School
Bronx, NYCertification -
CompTIA
Bronx, NYSkills
- Technical support and troubleshooting
- Remote desktop support
- Office 365 administration
- Active Directory support
- ServiceNow ticketing system
- Internet and network troubleshooting
- Router and switch support
- Mobile device support
- AirWatch / Intelligent Hub
- Device imaging and deployment
- Documentation and case tracking
- Escalation management
- Cross-functional teamwork
- Payment processing and confidentiality
Timeline
Data Support Tier 1
C Spire Communications
06.2023 - Current
Support Specialist
C Spire
03.2022 - 06.2023
Computer Technician
NewWave Renovations
06.2020 - 03.2022
Device Admin / Desktop Support Technician / Hardware Engineer
Children’s Healthcare of Atlanta
05.2006 - 06.2020
High School -
Dewitt Clinton High School
Certification -
CompTIA