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King Markus

@kingmarkus

IT support specialist at King Markus Computer Repair Service resolving device and connectivity issues for on-site and remote clients.

United States

Message

At King Markus Computer Repair Service, I diagnose and resolve computer and phone hardware, operating-system, software, and connectivity issues for on-site and remote clients. I also support IT operations across three church locations, serving 15 users.

At ThinkEco, I progressed from Technical Support to Lead Technical Support, where I led and mentored a team of 23 specialists. I established troubleshooting protocols and authored a network troubleshooting manual and FAQ.

As Desktop Support Specialist at Windsor Resources, I deployed and configured more than 10 desktop computers per week for Mount Vernon City School District staff and students. At Wisdom Connection, where I currently work as Media Director, I direct audiovisual equipment installation and train staff in its operation.

Experience

Work history, roles, and key accomplishments

Current

Media Director

Current

Wisdom Connection

Sep 2011 - Present (15 years 1 month)

Directs installation, configuration, and maintenance of audiovisual equipment for media production and events. Manages website and social media, produces graphic design materials, and trains staff on AV technologies.

Audiovisual Equipment Media Production Graphic Design Corporate Trainer Website Management Social Media

Current

Computer Support Specialist

Current

King Markus Computer Repair Service

Jun 2006 - Present (20 years 4 months)

Diagnoses and resolves hardware, software, and connectivity issues for on-site and remote clients. Administers IT operations across three locations, supporting 15 users with endpoint configuration and day-to-day support.

hardware troubleshooting Software Troubleshooting Remote Support Endpoint configuration System Administration IT Operations

Customer Service Representative

Advance Local

Jun 2022 - Feb 2025 (2 years 8 months)

Investigated customer inquiries and delivered timely, accurate resolutions. Escalated complex cases, maintained complete records, and tailored communication to customer needs.

Customer Service Case Management Escalation Management Communication Skills Problem Solving

Direct Support Professional

Esperanza Center

Jun 2023 - Sep 2024 (1 year 3 months)

Delivered individualized support plans and skill-development activities. Coordinated with an interdisciplinary team on behavior-support strategies and documented progress and incidents.

Support planning Documentation Interdisciplinary Collaboration Communication Skills

Technical Support

PSEG–Long Island Super Savers

May 2021 - Sep 2021 (4 months)

Delivered remote technical support across multiple channels, diagnosing hardware, software, and network issues. Guided users through troubleshooting and developed user documentation.

Remote Support Troubleshooting Documentation Network Diagnostics

Desktop Support Specialist

Windsor Resources

Nov 2020 - Dec 2020 (1 month)

Deployed and configured 10+ desktop computers per week using automated imaging tools and SCCM/Intune. Diagnosed hardware and software faults and documented incidents in the ticketing system.

Desktop Deployment SCCM Microsoft Intune hardware troubleshooting Ticketing Systems

Lead Technical Support

ThinkEco

Apr 2017 - Aug 2020 (3 years 4 months)

Led and mentored a team of 23 technical support specialists. Diagnosed complex network issues and established troubleshooting protocols to reduce downtime.

Team Leadership Network Troubleshooting Mentorship Troubleshooting Protocols Documentation

Technical Support

ThinkEco

May 2016 - Nov 2016 (6 months)

Delivered technical assistance to technicians and customers, resolving issues accurately while meeting service goals. Earned Top Agent recognition and reduced average case-resolution time by 60%.

Technical Support Case Resolution Database Management Process Improvement

Repair Technician

I Fix Screens

Apr 2015 - Dec 2015 (8 months)

Repaired tablets, computers, and smartphones while maintaining quality standards. Monitored inventory levels and trained new technicians.

Repair Quality Assurance Inventory Management Training

IT Intern

DOOR 3

Mar 2015 - Jul 2015 (4 months)

Delivered help desk support and implemented technical solutions to minimize downtime. Monitored and maintained server and network infrastructure, and created a device-tracking database.

Help Desk Server Maintenance Network Infrastructure Database Creation Client Consultation

Audiovisual Intern

Grey Group

Jun 2014 - Aug 2014 (2 months)

Delivered audiovisual and technology support to more than 500 employees and enabled off-site communication through web-conferencing tools. Coordinated equipment for events and diagnosed hardware and software issues.

Audio Visual Support Video Conferencing Event Coordination hardware troubleshooting SQL Python