Michael Marotta

Experience

• 

  US Army/Guard

  Mar 1998 - Oct 2012

  Automated Logistical Specialist (92A)

  The Automated Logistical Specialist supervises and performs warehouse management functions, maintaining equipment records and parts. They manage stock records, inventory, and supply reports, handle accounting tasks, and handle material-handling equipment. They also oversee property disposal storage functions and ensure proper handling, storing, packaging, and shipping of retrograde material.

• 

  AgXcel Precision Liquid Fertilizer Systems

  Jun 2012 - Oct 2012

  Application Engineer

  In my previous role, I was responsible for building machines according to clients' specific needs. I tested the devices, troubleshooted issues, and assisted with installations. I attended trade shows and interacted with clients to ensure that all their questions were answered and to support sales efforts.

• 

  Valley Hope Association

  Sept 2014 - Jul 2015

  Help Desk Specialist Tier II

  Provide comprehensive desktop support and remote assistance, resolving hardware, software, and network issues promptly to ensure uninterrupted operations.Efficiently manage asset inventory, conducting regular audits to track and optimize allocation of IT resources.Document incidents, service requests, and resolutions in the ticketing system, ensuring accurate tracking and timely resolution of IT-related issues.Demonstrate proficiency in supporting Windows OS, Mac OS, and iOS, offering cross-platform assistance to users in diverse environments.Apply analytical skills and critical thinking to identify patterns and root causes of recurring issues, proactively proposing solutions to improve system stability and user experience.Collaborate effectively with cross-functional teams, leveraging strong communication and interpersonal skills to address complex technical challenges and deliver comprehensive IT support to various departments.Played a pivotal role in the development and successful implementation of a new ticketing system, streamlining the IT support process, enhancing efficiency, and improving customer satisfaction.Contribute to network infrastructure management, monitoring performance, troubleshooting connectivity issues, and assisting with equipment configuration.Demonstrate mid-level proficiency in cable routing to ensure an organized and efficient network infrastructure.Conduct novice-level security analysis, identifying potential vulnerabilities and recommending appropriate security measures to safeguard systems and data. Show less

• 

  Toast

  Apr 2018 - Jun 2018

  Operations Respresentive

  While working for Toast, I worked with a team, and we would provision client devices to meet the standards set forth by the client. This would include provisioning client printers, installing the correct IP address for them, provisioning client tablets to ensure they have the correct image on them, and building the client equipment to ensure it meets the standards of our clients and our company.

• 

  Red River

  Jun 2018 - Jan 2019

  Technical Support Engineer

  As a skilled Technical Service Engineer, I dealt with incident and problem management, ticket handling and escalation, performance monitoring, and advanced troubleshooting.Provided Level II technical support to clients, effectively troubleshooting and resolving incidents related to client networks using Cisco networking equipment. Skillfully managed incident and problem tickets, ensuring timely resolution and escalation to Level III support when necessary. Proactively monitored client networks, identifying and diagnosing issues such as offline access points and taking appropriate action to restore service. Generated comprehensive reports, meticulously maintained documentation, and ensured compliance with audit requirements.I have communicated effectively with clients throughout the support process, providing regular updates and ensuring their satisfaction. Show less

• 

  OWL Services

  Dec 2021 - May 2023

  Field Service Technician

  Serviced and installed a variety of electronic equipment in C-Store environments, including CCTV cameras, alarm systems, point-of-sale (POS) systems, and safes. (This provides a concise overview of your core responsibilities.)Successfully completed a project involving the installation and provisioning of pinpads across multiple locations, ensuring seamless functionality and compliance. (Highlights a specific project and its successful outcome.)Collaborated effectively with store managers to ensure service and project work met their specific requirements and expectations. (Demonstrates teamwork and customer service skills.)Consistently maintained a clean and organized work environment, leaving job sites in better condition than they were found. (Shows professionalism and attention to detail.) Show less

• 

  TDX Tech

  May 2023 - now

  Technical Support Analyst

  Dedicated Technical Support Analyst adept at providing comprehensive assistance to field technicians across diverse projects. I excel at troubleshooting POS integration, camera setups, cable runs, and more, ensuring successful project completion.Key strengths include:I would offer expert-level support to field technicians, enabling them to overcome challenges and deliver quality work. I am responsible for efficiently assigning technicians and monitoring progress to uphold company standards and client expectations. I would also talk to clients, making sure their needs are met and resolving any concerns as soon as possible. I would meticulously track deliverables and ensure timely submission of all necessary paperwork. Show less