Marcson Jean

Dynamic technical support professional with extensive experience in incident and mobile device management, consistently surpassing customer satisfaction targets. Proven track record of leveraging strong analytical skills and expertise in ServiceNow to drive effective solutions. Highly adept at remote support and collaboration, ensuring seamless problem resolution for diverse stakeholders.

Committed to delivering exceptional service and enhancing user experiences through proactive engagement and innovative problem-solving strategies.

Remote Mobile Technical Support Specialist at MindGlobal (2022-01 – Present)

• Remote configuration of IOS and Android devices.
• Ordering new devices and replacing devices for end users.
• Work with vendor/ carrier suppliers to upgrade and support every mobile device.
• Responding professionally to incoming support inquiries from end users via phone and email.
• Assisting end users with their Company portal.
• Analyze, diagnose, and resolve difficult problems for end users, recommending and implementing appropriate solutions.
• Email set up and Mobile Iron set up.
• Using Service Now and MG Ticketing system.

Customer Support Specialist at Discovery (2019-03 – 2020-10)

• Provided daily customer support via email and chat, assuring timely resolution of inquiries within SLA and target targets.
• Providing exceptional, proactive customer service to both internal and external stakeholders.
• Demonstrating sophisticated analytical abilities in discovering, acquiring, and arranging information related to applications and digital platforms.
• Achieved and exceeded key performance and customer service targets, including customer satisfaction, average handling time, and quality assurance.
• Creating tickets for Level 2 support.
• Provided timely support to customers, resolving inquiries and enhancing satisfaction.

Application Operation Specialist at GE Digital (2019-03 – 2020-10)

• Creating F5 VPN accounts for new and existing employees.
• Work with MyApps anywhere tunneling systems.
• Managed ticketing systems, including fielding, fulfilling requests, troubleshooting, documenting, and escalating issues.
• Utilize IDM Manager, One IDM, and Service Now.
• Manage large volume MyApps and F5 VPN tickets daily.
• Connecting with users and working together with team members every day via phone, email, and Skype.
• Work closely with various levels of technical and business team, external and internal customers.
• Managed data entry and documentation, ensuring accuracy and compliance with standards.

Associate of Arts in Informational Technology – MIAMI DADE COLLEGE