Marcus Sanchez

Experience

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  Collabera Inc.

  Feb 2019 - Oct 2019

  Technical Support Specialist

  -Research the client's issues promptly and follow up with the customer with recommendations and action plans.-Troubleshoot, researched, diagnosed, documented, and resolved technical issues in Windows 7, 8.1, 10, MS Office, Outlook email setup, and LAN/WAN connectivity issues.-Demonstrate complex troubleshooting methods and ability to provide advanced level I & II technical support resolving issues.-Ensured superior customer service by addressing client concerns, demonstrating empathy, and resolving issues on the spot.-Resolve the functional and technical errors, provide update patches to the clients on the application; establish a remote desktop connection to install and update applications. Show less

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  IBM

  Oct 2019 - Oct 2020

  System Service Representative

  -On-site installation, maintenance, and repair of IBM and multi-vendor systems and components, including hardware, networking products, software, and operating systems.-Coordinate hardware and/or software support and delivery of operational services as required by the client.-Advises clients of preventive maintenance, configuration, operation, and environmental factors that may impact product performance or impair client's IT operation.-Accountable to ensure a high level of client satisfaction with service delivery, technical support and operational services for the client accounts. Show less

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  Fidelity Investments

  Oct 2020 - Mar 2021

  Help Desk Specialist

  -Record, track, and detail all interactions in the appropriate ticketing tool, as well as identify and escalating critical incidents.-Diagnose and solve hardware and software issues.-Research issues using available internal available resources.-Approach each interaction with a “Customer Obsessed” mentality.-Support various types of end users, from software engineers and financial associates to top executives.

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  Sandia Preparatory School

  Mar 2021 - now

  Systems Administrator

  -Oversee and maintain the institution's IT infrastructure, including servers, networks, and cloud services, ensuring optimal performance and security.-Provide technical support to staff and students, resolving hardware, software, and network issues promptly and efficiently.-Implement and enforce security policies, keeping data safe. ️-Implement and manage security protocols to protect sensitive data, ensuring compliance with relevant regulations and policies.-Install, configure, and update educational software and hardware, ensuring compatibility with the institution's IT systems.-Develop and manage backup and disaster recovery plans to ensure data integrity and availability in case of system failures.-Maintain comprehensive documentation of IT systems and procedures. Show less