Open to opportunities

Marco Smith

@quelon96

20+ year IT pro skilled in technical support, cloud systems, Linux, and product management. Proven problem-solver with a customer-first mindset.

United States

Message

What I'm looking for

I’m looking for a remote-ready role where I can own Tier 1/2 support and incident workflows, uphold SLAs, and partner with product and engineering to improve SaaS experiences through clear documentation, training, and continuous improvement.

I’m a detail-oriented IT Product Support Specialist with 20+ years of experience providing Tier 1 and Tier 2 support across enterprise business applications, SaaS platforms, and complex technical environments. I’m known for triaging and resolving application incidents, managing service desk ticket queues, maintaining SLAs, and escalating bugs and configuration requests with clear documentation.

In my current role, I serve as front-line Tier 1 and Tier 2 support—triaging incoming requests, accurately logging and categorizing tickets, and maintaining SLAs for response and resolution. I troubleshoot login and access issues, software errors, and workflow inconsistencies, then escalate unresolved incidents to the appropriate teams with full documentation. I also translate technical concepts for non-technical stakeholders across multiple business functions.

Earlier, as a Junior Product Manager, I acted as the primary liaison between business units and technical teams—gathering end-user feedback, documenting pain points, and escalating bugs and configuration requests to application owners and admins. I created and maintained documentation, product specs, and user-facing FAQs that improved adoption and reduced support volume, while monitoring KPIs and service metrics to guide platform decisions.

My background also includes technical delivery, DevOps, and systems support—managing end-to-end incident workflows, collaborating with engineering and product stakeholders, and leveraging analytics, beta testing, and user research to improve business workflows. I’ve supervised and mentored support teams, built institutional knowledge through knowledge base documentation, and delivered end-user training for tools and enterprise applications—always with a continuous improvement mindset, including for distributed and remote workforce environments.

Experience

Work history, roles, and key accomplishments

Current

IT Technician

Current

Ceragon

Mar 2024 - Present (2 years 4 months)

Serve as Tier 1 and Tier 2 front-line IT support, triaging requests, logging tickets, and maintaining SLAs for response and resolution. Troubleshoot access/login and application issues, escalate unresolved incidents with documentation, and document recurring problems to reduce repeat volume.

Tier 1 Support Tier 2 Support Ticket Triage SLA Management Incident Escalation Troubleshooting Technical Documentation Knowledge Base Process Improvement

Junior Product Manager

Overlap Capital

Dec 2020 - Jun 2023 (2 years 6 months)

Acted as liaison between business units and technical teams by gathering end-user feedback, documenting pain points, and escalating bugs and configuration requests. Supported product documentation, tracked KPIs via dashboards for leadership, and participated in testing of new features and integrations prior to rollout.

Product Management Stakeholder Management Requirements Documentation Bug Escalation KPI Tracking Dashboarding Feature Testing Integration Testing User Feedback User Research

Technical Delivery Manager

Venny Labs

Nov 2019 - Nov 2020 (1 year)

Managed the incident resolution workflow from user-reported symptoms through triage, escalation, root-cause identification, and corrective implementation. Collaborated with product owners, business analysts, and engineering teams, using analytics, beta testing, and user research to recommend platform improvements while maintaining stakeholder communications and internal knowledge base documentatio

Incident resolution Triage Incident Escalation Root Cause Analysis Analytics Beta Testing User Research Knowledge Base Cross Functional Collaboration

DevOps Engineer

All Blue Solutions, Inc.

Nov 2016 - Nov 2019 (3 years)

Provided Tier 2 and escalation-level support for complex enterprise application, network, and infrastructure incidents. Administered SaaS and cloud-based platforms, tracked tickets to closure with detailed documentation, and collaborated with engineering and operations to deploy updates, integrations, and configuration changes.

Tier 2 Support Escalation Support SaaS Administration Cloud Platform Administration Documentation Integration Deployment Cross Functional Collaboration

Senior Systems Analyst

SoftLayer (IBM)

Sep 2015 - Oct 2016 (1 year 1 month)

Resolved escalated application and infrastructure incidents, providing clear technical communication to end users and business stakeholders. Supported end users with system access and troubleshooting, and recommended platform solutions aligned to user needs and operational impact.

Escalation Support Troubleshooting Technical Communication end user support

Systems Analyst

Uplift Education

Oct 2013 - Sep 2015 (1 year 11 months)

Delivered Tier 1 and Tier 2 helpdesk support for 200+ staff across 14 locations by triaging tickets and resolving application and access issues. Developed and enforced IT policies and user documentation, and configured and maintained enterprise systems including Active Directory, DNS, and VOIP.

Tier 1 Support Tier 2 Support Help Desk Support Ticket Triage Access Troubleshooting Application Support User Documentation Active Directory DNS VoIP

Systems Analyst

Children's Medical Center of Dallas

Jan 2008 - Aug 2013 (5 years 7 months)

Provided enterprise IT and application support to 700+ employees across 10+ locations, managing high ticket volume, maintaining SLAs, and resolving incidents across hardware, software, and business systems. Supervised and mentored a technical support team, delivered end-user training (including Microsoft Office Suite and internal platforms), and produced executive-level reporting on support and de

Enterprise IT Support Application Support SLA Management Ticket Management User Training Technical Team Leadership Mentor Microsoft Office Training Reporting

Education

Degrees, certifications, and relevant coursework

ITT Technical Institute

Associate in Computer Science, Computer Science

Activities and societies: Certifications: ITIL Methodology; Agile Product Ownership; AWS & Azure Cloud Architecture; Product Management (General Assembly); Diversity, Equity & Inclusion.

Earned an Associate in Computer Science from ITT Technical Institute. Completed certifications including ITIL Methodology, Agile Product Ownership, AWS & Azure Cloud Architecture, Product Management (General Assembly), and Diversity, Equity & Inclusion.