Marcus Catanzaro
Hayden
Summary
Skilled IT Support Specialist with a strong background in troubleshooting and technical support. Adept at resolving hardware and software issues, enhancing user satisfaction, and documenting processes for improved efficiency.
Overview
11
11
years of professional experience
Work History
IT Support Specialist
Raycap
Post Falls
02.2023 - 01.2026
- Provided technical support for hardware and software issues across departments.
- Collaborated with team members to troubleshoot network connectivity problems.
- Assisted users in setting up and configuring devices and applications.
- Documented IT processes and user guides for staff reference.
- Trained employees on best practices for cybersecurity and data protection.
- Resolved service desk tickets by diagnosing and addressing technical concerns.
- Maintained inventory of IT equipment and coordinated repair services as needed.
- Facilitated onboarding for new employees by configuring workstations and accounts.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
IT Help Desk Technician
URM Stores
Spokane
09.2020 - 09.2022
- Provided first-level technical support for hardware and software issues.
- Diagnosed and resolved user problems through phone and email communications.
- Maintained accurate records of support requests using ticketing systems.
- Monitored system performance and reported issues to senior technicians.
- Installed and configured software for end-users across multiple locations.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Installed and configured new hardware, software and peripheral devices.
- Supported telephony systems such as VoIP phones and PBXs.
IT Support Specialist
Volt Workforce Solutions
Spokane
09.2014 - 04.2020
- Provided technical support for hardware and software issues across departments.
- Assisted users in setting up and configuring devices and applications.
- Resolved service desk tickets by diagnosing and addressing technical concerns.
- Maintained inventory of IT equipment and coordinated repair services as needed.
- Used remote login tools to assist clients with technical and product questions.
- Developed and maintained strong relations with customers to meet quality expectations.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Education
Associate of Science - Computer Science
Boise State University
Boise, ID12-2010
Skills
- Network troubleshooting
- Hardware installation
- Software configuration
- Remote support
- Ticketing systems
- Customer relationship management
Timeline
IT Support Specialist
Raycap
02.2023 - 01.2026
IT Help Desk Technician
URM Stores
09.2020 - 09.2022
IT Support Specialist
Volt Workforce Solutions
09.2014 - 04.2020
Associate of Science - Computer Science
Boise State University