Hakeem Marshall

CompTIA A+ certified IT Management graduate with hands-on IT support training and experience troubleshooting hardware, software, and connectivity issues in fast-paced, high-availability environments. Skilled in endpoint support, user assistance, incident documentation, and structured escalation, with a foundation in Windows systems, networking fundamentals, cybersecurity concepts, and customer-focused technical support.

Ramp Service Agent at United Airlines (2022-03 – 2025-10)

• Provided real-time technical support for scanners, radios, and operational hardware used by large airport ramp teams at Newark Liberty International Airport.
• Diagnosed device, connectivity, and workflow issues across multiple operational tools under time-sensitive, high-availability conditions.
• Assisted end users with device usage and operational workflows, helping resolve technical issues during active day-to-day operations.
• Documented issues and coordinated with maintenance and operations teams to support escalation, repair, and resolution.

Concierge at Planned Companies (2020-03 – 2022-03)

• Managed digital service requests, access issues, and resident support inquiries for a residential client base of hundreds.
• Provided first-level troubleshooting by phone and digital channels for service requests, access issues, and technical inquiries.
• Maintained accurate electronic records and logs in digital management systems to support follow-up, accountability, and escalation.
• Tracked multiple open requests while escalating unresolved issues and keeping users informed throughout the support process.

CompTIA A+ IT Support Training – Per Scholas (2026-08)

Non-Credit Certificate in Cybersecurity Professional Bootcamp – New Jersey Institute of Technology (NJIT) (2025)

B.S.B. in Information Technology Management – Seton Hall University (2020)