Markel Crumpler
CCNA-certified Network Professional
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About
CCNA-certified Network Professional with hands-on enterprise routing and switching experience and a background in psychology. Unique ability to blend deep technical troubleshooting (OSPF, VLANs, TCP/IP) with high-level stakeholder management and crisis de-escalation. Proven track record in Tier 2 escalation, hardware asset management (HAM), and designing high-availability network simulations. Ready to drive resilient infrastructure operations.
Experience
Accessibility Resources Specialist II (Tier 2 Technical Support) at Delaware Division of Libraries (2024-08 – Present)
- Act as the primary Tier 2 technical escalation point, resolving complex hardware, software, and network connectivity issues across state-wide remote and on-site locations.
- Built and implemented an automated Hardware Asset Management (HAM) tracking system using advanced Excel logic to optimize physical enterprise endpoints.
- Interview, train, and manage Level 1 technical support personnel, overseeing ticketing workflows.
Health and Life Insurance Agent at Banker's Life (2023-03 – 2024-07)
- Leveraged psychology background to provide consultative support, effectively de-escalating frustrated clients while navigating complex policy infrastructures.
- Managed sensitive client accounts within enterprise CRM systems, ensuring 100% data integrity and strict adherence to PII/PHI regulatory compliance.
Information Specialist (Internship) at Citi Bank (2021-01 – 2022-01)
- Supported data security audits and maintained operational security standards within a highly regulated financial environment.
- Implemented data encryption protocols and secured sensitive data in strict compliance with banking regulations.
Education
A.S. in Psychology – Southern Connecticut State University
