John Marshall

I’m a Tech Support agent for Dell ProSupport and ProSupport Plus, supporting a wide range of end-user technologies including desktops, laptops, printers, and network-connected devices. I focus on diagnosing and resolving issues quickly while keeping communication clear for both technical and non-technical users.

I use web tools and online documentation to investigate advanced technical challenges and provide detailed, accurate support through the resolution lifecycle. I also manage customer cases in Salesforce CRM—logging interaction notes, tracking case status, and maintaining documentation to ensure issues are resolved before closing tickets.

Before Dell, I worked in customer service for a major appliance company, where I maintained call stats, performed very well on audits, and kept a low average handle time by handling calls efficiently. I also filled in with de-escalation, Supervisor, and Floor Support responsibilities when needed.

My background also includes hands-on kitchen work at The Keg, where I learned grill operations, supported prep shifts, and followed strict kitchen safety protocols. I bring that same reliability and discipline into IT support—staying patient, resourceful, and effective in fast-paced environments.