Marlon Jean Gilles

Experience

• 

  Sutherland

  Mar 2005 - May 2006

  Technical Helpdesk Agent (Bilingual- French/English)

  • Served as a critical front-line resource and provided direct IT support to all Sutherland Global Services employees. • Utilized a ticketing system to record and track user incidences while relaying information to Tier II staff and Network Administrators. • Analyzed data while listening and speaking directly to clients to construct written recommendations and resolutions. • Performed active directory password resets and general computer applications troubleshooting. • Resolved, diagnosed, and troubleshot daily issues quickly and effectively. Show less

• 

  PAETEC

  Aug 2006 - May 2011

  • Transformed and employed customer data services (internet-VPN- Metro Ethernet-Colocation services). • Completed routine tasks consistently, while always discovering ways to iterate processes to achieve better results. • Created and installed projects that brought together information from a variety of sources enabling analysis and decision-making. • Composed reports including key performance indicators to show how current operations could be improved. • Assigned IP addresses and registered them with ARIN. Show less • Optimized the customer experience by serving as one of the main points of contact for requests or questions to purchase orders. • Utilized PAETEC’s billing system to deliver excellent customer experience and drive customers to successful outcomes. • Executed tasks in a rapidly changing fast-paced environment that required strong teamwork and attention to detail. • Accurately determined customer account, part number, pricing, shipping requirements, quality clauses, and terms. • Partnered with Sales, Accounting, Legal, Quality, and Engineering to remove barriers to customers placing orders. • Navigated between multiple websites and systems to research information as it pertained to the customer. Show less

  • Data Engineer

    Sept 2009 - May 2011

  • Order Processing Specialist

    Aug 2006 - Sept 2009
• 

  ABS

  Feb 2012 - Aug 2020

  Network Design Manager and Implementations Engineer

  • Executed all aspects of each implementation and network design projects, achieving successful integrations 100% of the time. • Delivered Tier 3 Technical Support during major incidents, troubleshooting complex issues impacting network performance. • Spearheaded tasks including project management, customer service, solution design, implementation, and technical support. • Proactively evaluated technology options and presented those options to the customer to best suit their technical requirements. • Organized regular meetings with decision-makers and stakeholders to track progress, communicate issues, and delegate tasks. • Determined implementation time frames and risks by coordinating and gaining consensus on change management processes. • Orchestrated tasks involving CCTV system design and configurations (Axis, Pelco, Indigo Vision, and HikVision), Access Control System (Suprema and ZKTeco), and various phone systems. Show less

• 

  Integrated Security Consultants, Inc

  Dec 2020 - now

  Lead Low Voltage Technician / Project Management

  • Oversee all technical installation projects from initial intake to completion. • Lead as a single point of contact for each installation process, resolving complex issues or concerns. • Install and troubleshoot low voltage circuits including relays, access controllers, intercom systems, and security cameras. • Motivate work crews, develop solid customer relationships, and ensure a timely installation that exceeds customer requirements. • Demonstrate the ability and desire to take responsibility for each installation of connectivity by promptly providing solutions. • Configure and set up test complex equipment by executing required tests using a variety of manufacturer test equipment. • Determine impacts of each project such as timeliness and material procurement to update client requests per project scope. • Guarantee that each installation complies with industry standards, applicable codes, and the project Scope of Work (SOW). Show less

• 

  Power Design, Inc.

  Oct 2022 - now

  Smart Campus Specialist