Marcus J. Delgado

Profile

Senior Technical Support Specialist with 8 years of experience resolving complex hardware, software, and network issues in SaaS and enterprise IT environments. Specializes in Tier 2/3 escalation handling, ITSM workflow optimization, and end-user training program development. Reduced average ticket resolution time by 34% at current employer and maintained a 97% customer satisfaction score across 4,500+ annual support interactions.

Work Experience

Senior Technical Support SpecialistMar 2020 - Present

Velorix Systems, Austin, TX

Resolved 1,200+ Tier 2 and Tier 3 escalations annually across Windows, macOS, and Linux environments, achieving a 97% first-contact resolution rate on re-routed tickets.
Designed and rolled out an internal knowledge base of 140+ articles in Confluence, cutting repeat ticket volume by 22% within the first six months of launch.
Mentored a team of 5 junior specialists through bi-weekly case reviews, contributing to a 41% reduction in average handle time across the team over 18 months.

Technical Support Specialist IIJun 2017 - Feb 2020

Clarion Cloud Services, Dallas, TX

Managed a daily queue of 60–80 support tickets via Zendesk for a cloud-hosted ERP platform serving 300+ SMB clients, sustaining a 4.8/5.0 CSAT score over 2.5 years.
Diagnosed and resolved network connectivity and VPN configuration issues for 120+ remote clients, reducing escalation-to-engineering rate from 18% to 7%.
Collaborated with the product team to document 35 reproducible software bugs, accelerating patch release cycles by an estimated 2 weeks per quarter.

IT Help Desk TechnicianAug 2015 - May 2017

Briarwood Independent School District, Fort Worth, TX

Provided Tier 1 desktop and peripheral support for 1,800 staff and students across 14 campus locations, resolving 95% of issues without escalation.
Deployed and imaged 340 Windows 10 workstations during a district-wide hardware refresh, completing the project 3 days ahead of a 6-week deadline.
Configured and maintained Google Workspace and Active Directory accounts for all staff, eliminating a 48-hour provisioning backlog within the first month.

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