Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
Bowie
06-2014

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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Marcus Albury