Open to opportunities

Marc E Romelus

@marceromelus

Message

Remote Help Desk Technician focused on fast problem resolution and customer support.

United States

Message

What I'm looking for

I’m looking for a remote or support-focused role where I can troubleshoot quickly, de-escalate issues, and guide customers through solutions. I want to contribute to reliable IT support and team-driven service quality.

I’m an independent contractor providing remote help desk tech support, helping you save time by walking through troubleshooting steps to resolve common issues. I assist with server installation and use different configurations to get systems working reliably. I resolve both simple and complex issues across multiple platforms.

Before that, I worked as an Operation Manager at Phoenix Group in a call center environment. I acted as a liaison between participant services, technical support, and telephony, and supported a clear vision, purpose, and role alignment. I also managed and recruited teams across multiple locations.

Earlier experience included working as a call center agent at Mode ON, where I handled customer questions, updated information as necessary, and focused on de-escalating issues calmly. When needed, I escalated calls to supervisors appropriately while staying customer-focused.

I’ve also built strong communication and teaching skills as a Teacher and Interpreter/Translator, including instructing multilingual students and translating Spanish↔French. My background includes a Bachelor Degree in Medical Imaging, plus certificates in Programacion.Net and Cybersecurity (Udemy), supporting my technical curiosity and continued learning.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Tech Support

Current

Professionals Services

Mar 2021 - Present (5 years 4 months)

Provided remote help desk technology support, assisting with troubleshooting and resolving simple and complex issues across multiple platforms. Helped with server installation using different configurations.

Excel Problem Solving Customer Service Troubleshooting Remote Support Microsoft Word PowerPoint Microsoft Teams English Spanish Haitian Creole French

Operation Manager

Phoenix Group

Jun 2021 - Nov 2021 (5 months)

Worked with executive leadership to establish a clear team vision, purpose, and role. Served as a liaison between participant services, technical support, and telephony, while managing agents across multiple locations.

Liaison Team Management Hiring Training Telephony Recruitment

Call Center

Mode On

Oct 2020 - Mar 2021 (5 months)

Handled inbound customer calls to answer questions and address concerns. Updated customer information as needed, de-escalated issues, and escalated calls to a supervisor when appropriate.

Customer Service Phone Support De escalation English Spanish Haitian Creole French Communication Skills

Teacher

Centro de Estudios José Reyes

Jan 2017 - Nov 2017 (10 months)

Taught written and spoken English to a class of Spanish-speaking students and taught written and spoken Spanish to a class of French-speaking students. Prepared and explained lessons and made/marked student tests.

Teaching English Instruction Lesson Planning Student Assessment

Tutor

From Home

Jul 2016 - Sep 2016 (2 months)

Tutored Spanish-speaking children in French during home sessions. Reviewed homework and explained French reading and writing.

Tutoring Homework Review Reading And Writing Instruction

Interpreter/Translator

Groupe CRAAL

Sep 2016 - Present (9 years 10 months)

Assisted with translation from written Spanish to French and followed instructions to translate accurately. Typed translations on the computer and worked well with a partner to complete the job.

Typing Partnerships