Marcus Stone
Lagrange
Summary
Seasoned Desktop Support Engineer with a proven track record at Material In Motion, enhancing system performance and user satisfaction through expert troubleshooting and efficient problem resolution. Skilled in hardware and software upgrades, and known for exceptional end-user support. Elevated team productivity by mentoring junior technicians, demonstrating a blend of technical prowess and leadership.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Material In Motion
09.2011 - Current
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Monitored system performance to maintain system integrity.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Walked individuals through basic troubleshooting tasks.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Developed detailed documentation for internal procedures and processes to promote consistency among team members.
- Reduced hardware expenses by effectively managing inventory and identifying opportunities for upgrades.
- Provided training on cybersecurity best practices, significantly reducing risk of data breaches.
- Elevated user experience by customizing desktop configurations to meet individual needs.
- Reduced system downtime with proactive maintenance and regular updates.
- Collaborated with IT teams to deploy system updates, minimizing disruptions to users.
- Documented technical procedures, allowing for quicker resolution of common issues.
- Enhanced user satisfaction by providing timely and accurate troubleshooting for hardware and software issues.
- Improved system security by implementing robust antivirus solutions and firewalls.
- Improved network connectivity, troubleshooting and resolving complex network issues.
- Installed and configured computer systems and applications, leading to smoother operations.
- Contributed to IT projects, ensuring successful completion within timelines.
- Supported remote users, ensuring seamless access to network resources.
- Enhanced team collaboration by setting up efficient communication systems and tools.
- Installed, configured and maintained computer systems and network connections.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
Senior Lead Technician
Digital Interiors
03.1995 - 09.2011
- Conducted thorough root cause analysis investigations to identify areas requiring corrective action, mitigating risks associated with recurring issues.
- Ensured compliance with industry safety standards through rigorous inspection and testing protocols, maintaining a safe work environment for all employees.
- Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
- Enhanced system performance by troubleshooting and resolving complex technical issues.
- Improved customer satisfaction rates by providing timely and effective technical support.
- Oversaw the installation and maintenance of hardware and software systems, reducing downtime and increasing overall productivity.
- Streamlined processes for increased efficiency by implementing new software tools and applications.
- Led a team of technicians to successfully complete projects within deadline, ensuring high-quality results.
- Managed inventory control efforts, preventing stock shortages while eliminating waste through strategic ordering practices.
- Developed comprehensive training materials for new hires, promoting a smooth onboarding process and boosting team competency levels.
- Mentored junior technicians to foster their professional growth, sharing valuable industry insights and best practices.
- Worked with diverse types of weather and ground conditions.
- Tested systems, noting issues and completing preventive maintenance.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Checked, repaired and repacked survival equipment to meet specifications.
- Researched and implemented new technologies and equipment.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
Education
Associate of Science - Electrical, Electronics And Communications Engineering
ITT Technical Institute
Atlanta, GA06-2011
Bachelor of Science - Computer Engineering
Southern Polytechnic College
Kennesaw, GA06-2000
Associate of Science - Computer Information Systems
Atlanta Technical College
Atlanta, GA06-1995
Skills
- Data backup and recovery
- Windows operating system
- Remote desktop support
- End user support
- Application installations
- Help desk experience
- Ticketing system proficiency
- Technical support
- Printer and peripheral support
- Hardware installation
- Software installation
- Active Directory management
- System administration
- Network connectivity
- Mobile device management
- IT security management
- Operating systems
- Hardware and software upgrades
- Network and server management
- System configuration
- Hardware and software configuration
- Desktop support
- Remote technical support
- Hardware and software repair
- Equipment Repair
- A certification
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 2 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CompTIA Certification
- GA. Driver's License
- Six Sigma Certification
Languages
English
Full Professional
Timeline
Desktop Support Engineer
Material In Motion
09.2011 - Current
Senior Lead Technician
Digital Interiors
03.1995 - 09.2011
Associate of Science - Electrical, Electronics And Communications Engineering
ITT Technical Institute
Bachelor of Science - Computer Engineering
Southern Polytechnic College
Associate of Science - Computer Information Systems
Atlanta Technical College
Similar Profiles
Kahlil BradleyKahlil Bradley
Lead/Supplier Quality Technician at Material In MotionLead/Supplier Quality Technician at Material In Motion
Tanya GoodsonTanya Goodson
Trainer Assembler Lead at Material In MotionTrainer Assembler Lead at Material In Motion
Jasmaine GrierJasmaine Grier
Quality Assurance Technician at Material in MotionQuality Assurance Technician at Material in Motion