Marcus Maxseno Worlobah
Rogers
Summary
Dynamic IT Support Specialist with a proven track record at Tata Consultancy Services, excelling in technical troubleshooting and user access management. Adept at enhancing operational efficiency through process improvement and effective stakeholder communication, I successfully implemented solutions that increased task transparency and response time, ensuring high levels of customer satisfaction.
Overview
11
11
years of professional experience
Work History
Part Specialist
Army National Guard - Delta Company 134th BSB
Chisholm
05.2024 - Current
- Coordinate logistics, inventory tracking, and parts distribution to support unit readiness.
- Maintain accurate records and support supply chain workflows for operational units.
IT Support/ Media Analyst
Tata Consultancy Services / Cargill
Minneapolis
05.2022 - Current
- Install, configure, and maintain AV hardware/software and run sound/video for live events.
- Proposed and implemented an Outlook shared-mailbox solution to increase task transparency and response time.
- Maintained weekly support documentation and updated in-house SharePoint knowledgebase.
- Trained end users and recommended technical upgrades aligned with organizational needs.
- First point of contact for error reporting and escalation.
- Collaborated closely with internal teams such as IT support staffs in order to troubleshoot any technical issues related to surveillance equipment.
- Established effective communication channels between the PAR team and other departments such as Customer Service or IT Support Services.
- Provided general IT support to staff members including troubleshooting technical issues.
- Coordinated IT support services such as hardware and software installation and maintenance.
IT Support Field Technician
A3 Staffing
08.2021 - 05.2022
- Managed user lifecycle and access with Active Directory; supported VPN configuration for remote users.
- Performed hardware/software troubleshooting and basic network cabling support.
- Collaborated with vendors to source and implement infrastructure solutions, managed custom monitoring tools.
- Documented service reports detailing work performed and parts used.
- Performed preventative maintenance on equipment and systems to ensure optimal performance.
- Diagnosed system issues by running tests, troubleshooting hardware and software problems and replacing defective components.
- Created detailed reports documenting all work performed onsite including labor, materials and expenses incurred during service calls.
Customer Technical Support Specialist
ElieSys Computer Services
03.2020 - 08.2021
- Responded to inbound support calls, researched account details, and resolved service-related issues.
- Maintained customer records, supported e-signature workflows, and ensured SLA compliance.
- Assisted customers with troubleshooting via phone and email.
- Educated clients on software features and best practices.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Troubleshot system errors and identified potential solutions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
Document Custody Operations Specialist
Wells Fargo
10.2019 - 03.2020
- Participated in automation of customer contract onboarding, reducing turnaround time and manual errors.
- Prepared and processed loan documentation and maintained client files with audit-quality standards.
- Coordinated daily operations to ensure compliance with company policies.
- Developed and maintained an efficient process for tracking inventory levels, ensuring accuracy of data.
- Collaborated with other departments to develop solutions that addressed operational issues across the organization.
- Resolved operational issues promptly to minimize impact on business activities.
- Utilized software and tools to automate and improve operational processes.
Supervisor / Program Coordinator
Ministry of Youth and Sport, Liberia
01.2015 - 01.2017
- Managed program delivery, staff assignments, and performance reporting for youth initiatives.
- Wrote and maintained program documentation and knowledge articles; coordinated incident resolution.
- Coordinated staff schedules and managed resource allocation for effective program delivery.
- Collaborated with local organizations to strengthen partnerships for youth initiatives.
- Evaluated program effectiveness through feedback collection from participants and stakeholders.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
Education
Master of Science - Information Technology
University of St. Thomas
01-2027
Certificate - Logistics, Material & Supply Chain Management
Army Quartermaster School
10.2024
Postgraduate Certificate - Cloud Computing
The University of Texas At Austin / Great Learning
04.2023
BSc - Information Technology
United Methodist University
08.2019
Skills
- Technical documentation
- Technical troubleshooting
- Report generation
- Problem-solving skills
- Knowledge management
- Active Directory
- VPN troubleshooting
- User access management
- AV setup
- Live event support
- Media systems configuration
- Microsoft Office Suite
- SharePoint
- Confluence
- MS Teams
- Customer service
- End-user training
- Stakeholder communication
- Basic network cabling
- Monitoring solutions
- Vendor coordination
- Cloud fundamentals
- Process improvement
- SLA adherence
- Time management
Technical Professional Highlights
- Implemented shared Outlook mailbox workflow resulting in improved visibility and SLA adherence.
- Built and maintained SharePoint knowledgebase to document support processes and reduce repeat incidents.
- Supported cross-functional and remote teams through documentation, training, and overlapping-hour coordination.
- Experience with monitoring tools and vendor-managed implementations to preserve infrastructure uptime.
Education Certifications
- University of St. Thomas, St. Paul, MN, Master of Science, Information Technology, 02/01/24, Present
- Army Quartermaster School, VA, Certificate - Logistics, Material & Supply Chain Management, 07/01/24, 10/31/24
- The University of Texas at Austin / Great Learning, Postgraduate Certificate in Cloud Computing (PGP-CC), 10/01/22, 04/30/23
- United Methodist University, Monrovia, Liberia, BSc, Information Technology, 09/01/15, 08/31/19
Leadership Volunteer Experience
- Vice President, United Methodist University IT Department, 01/01/17, 12/31/19, Organized professional development workshops and advocated for student IT resources.
- Co-Founder & Assistant Program Director, Liberia Information Technology Student Union (LITSU), 01/01/17, 12/31/19, Built partnerships with local and international tech organizations; coordinated outreach and recruitment.
Education & Certifications
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Timeline
Part Specialist
Army National Guard - Delta Company 134th BSB
05.2024 - Current
IT Support/ Media Analyst
Tata Consultancy Services / Cargill
05.2022 - Current
IT Support Field Technician
A3 Staffing
08.2021 - 05.2022
Customer Technical Support Specialist
ElieSys Computer Services
03.2020 - 08.2021
Document Custody Operations Specialist
Wells Fargo
10.2019 - 03.2020
Supervisor / Program Coordinator
Ministry of Youth and Sport, Liberia
01.2015 - 01.2017
Master of Science - Information Technology
University of St. Thomas
Certificate - Logistics, Material & Supply Chain Management
Army Quartermaster School
Postgraduate Certificate - Cloud Computing
The University of Texas At Austin / Great Learning
BSc - Information Technology
United Methodist University