Marcus Albury
Temple Hills
Summary
Proactive IT Support Specialist, experienced in all aspects of computer support. Seeking an IT role where 5+ years of experience will be fully utilized in providing proficient ticket management and hard and software troubleshooting. Effective communicator with a dedication to improving user’s experience as well as security of the system.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Help Desk Agent
Bizzell US
01.2023 - 03.2025
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided Tier 1/2 remote support to government and commercial clients across multiple time zones.
- Troubleshot hardware, software, and VPN connectivity issues remotely using ServiceNow and remote desktop tools.
- Ensured adherence to cybersecurity protocols aligned with Security+ standards.
- Assisted with onboarding and user training for new software tools.
IT Support Specialist
Robert Half Technology
05.2020 - 12.2022
- Delivered IT support for over 400 users in government contracts.
- Used ticketing systems to manage and process support actions and requests.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Managed account provisioning and password resets using Active Directory.
- Escalated complex tickets and followed up to ensure resolution.
- Supported endpoint security compliance and patch management efforts.
Help Desk Analyst
Randstad Technologies, LLC
06.2017 - 04.2020
- Remotely supported federal enterprise-level customers from a technical standpoint.
- Managed service requests and incidents in Zendesk/Remedy ticketing systems.
- Aided with software installation, VPN issues and network connectivity.
- Worked with the cybersecurity team to apply incident response protocols.
IT Technical Support Specialist
ManTech
08.2015 - 05.2017
- Performed remote desktop support for Department of Defense customer base.
- Microsoft Windows OS and Office 365 applications troubleshooting performed.
- Managed call queues and ensured SLA were reached.
- Logging technical problems and fixes to enhance overall team support.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
Education
Bowie High School
Bowie06-2014
Skills
- Software installation
- Hardware diagnostics
- Remote support
- Incident resolution
- Ticket management
- Operating Systems: Windows 10/11, macOS
- ServiceNow, Zendesk, Remedy
- Networking: TCP/IP, VPN, Active Directory
- Software Microsoft Office 365 and Antivirus/Security Tools
- Hardware: Desktop, laptop, printer
- Security: Security tips, endpoint protection, password settings
- Videoconferencing
- Data recovery
Certification
CompTIA Security+ (SY0-601) – 2023
Timeline
IT Help Desk Agent
Bizzell US
01.2023 - 03.2025
IT Support Specialist
Robert Half Technology
05.2020 - 12.2022
Help Desk Analyst
Randstad Technologies, LLC
06.2017 - 04.2020
IT Technical Support Specialist
ManTech
08.2015 - 05.2017
Bowie High School
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