Marcus D. Ellison

Profile

IT support professional with 5 years of experience resolving hardware, software, and network issues across enterprise Windows and macOS environments. Specializes in Active Directory administration, remote desktop support, and ITSM ticketing workflows using ServiceNow. Reduced average ticket resolution time by 31% at current employer while maintaining a 97% end-user satisfaction score across 1,200+ annual tickets.

Work Experience

Help Desk Technician IIMar 2022 - Present

Bridgeway Financial Services, Columbus, OH

Resolved 95–110 support tickets per week across Windows 10/11 and macOS endpoints, achieving a first-call resolution rate of 78% against a team benchmark of 65%.
Administered user accounts, group policies, and access permissions for 850+ employees in Active Directory, cutting provisioning turnaround from 48 hours to under 6 hours after process redesign.
Deployed and configured 140 laptops during a company-wide hardware refresh using SCCM imaging, completing the project 9 days ahead of schedule and $4,200 under budget.

Help Desk Technician IJun 2020 - Feb 2022

OhioNet Managed Services, Columbus, OH

Triaged and resolved an average of 70 tickets per week for 35 SMB clients spanning healthcare, legal, and retail verticals, maintaining SLA compliance at 94%.
Configured and troubleshot Cisco Meraki switches and access points for 12 client sites, reducing network-related escalations by 40% over six months.
Authored 28 knowledge-base articles in Confluence that cut repeat ticket volume for common issues by 22% within the first quarter of publication.

IT Support InternJan 2020 - May 2020

Columbus Metro Library System, Columbus, OH

Supported 210 public-access workstations across 4 branch locations, resolving printer, login, and peripheral issues with an average 19-minute response time.
Assisted senior technician in migrating 60 staff accounts from on-premises Exchange to Microsoft 365, completing migration with zero data-loss incidents.
Inventoried and labeled 380 hardware assets in Snipe-IT, improving asset tracking accuracy from 71% to 99% for the district's annual audit.

Profile

Work Experience

Education

Skills

Links