MARC MOURNING 732 5th Ave N, Kent, WA 98032 Home Phone: 2066059258marcmourning@hotmail.com

My name is Marc Mourning, I am 25 years old. I have specialized in PC/Mac and mobile device repair for around 7 years. I also have extensive experience with Linux and Windows hardware and software. I have worked as a Tier 1 technician all the way to an Operations Manager position of a regionally based computer and mobile device repair shop. I have top-notch customer service skills, as well as wealth of IT and software related technical skills. I am looking into positions that are involved with:

Desktop Support, Help Desk Support, Dev Ops, Software Support

I am currently pursuing my 4 year B.S in Software Application Development, and I am hoping to find a position that will allow me to move into this market in the future. I pride myself in my hard work ethic, customer service skills and adaptability within any environment. I thrive in leader ship roles, but understand and work well within team based environments.

Skills

Customer and Personal Service Computers and ElectronicsComplex Problem Solving Negotiation Communications and Media Installation Equipment Selection PC Repair(Software and Hardware) Mac Repair(Software and Hardware)Linux Repair(Software and Hardware)Mobile Devices Repair(Software and Hardware)Mobile PC Repair (Software and Hardware)Mobile Device Management (Software and Hardware)Server and database managementServer and database repair (Software and Hardware)Computer Programming

EXPERIENCE

Fundamentals Software Support IT Support Help Desk Support

(10/2013 – Present) Operations Manager Hunky Dory Repair - Seattle, WA

Manage warranty repair or replacement services. Monitor and maintain records of daily facility operations. Repair Windows, Mac OS X and Linux software issues Repair Windows, Mac OS X and Linux hardware issues Provide Level 3 Technician level micro electronics and soldering repair. Handle all customer service problems, implementations and documentation. Repair iPad, iPhone and all supported mobile device models Repair screens, batteries, buttons and charging components on PC, Mac and mobile devices Backup, retrieve, and recover data from faulty or non working hard drives. Create a functioning part distribution network and corporate repair for large franchise customers Create marketing and customer appreciation procedures Handle customer facing Computer and Mobile Device repair tickets Handle Onsite repairs for local small and midsize businesses Provide customer based training classes for Computer and Mobile device curriculum questions. Develop new ticketing system protocols and additional customer service procedures Develop training materials and procedures, or train users in the proper use of hardware or software.

(03/2012 - 10/2013) Help Desk Technician I Apex Systems - Bellevue, WA

Using ticketing software, facilitate the management of companywide IT Support for Starbucks internal employees

Create work orders for onsite repair technicians to service Starbucks stores. Facilitate software and hardware troubleshooting for Starbucks internal employees and store partners. Repair, create, and manage Active Directory and Exchange Server email support for internal employees Develop new systems repair environments and documentation to further the support of the enterprise help desk. Manage and troubleshoot iPad, iPhone and Mobile Device issues. Facilitate the ordering of individual store and internal employee computer and systems equipment. Handle Customer service tickets that have been issues by Starbucks store locations

(04/2012 - 03/2013) ecommerce Manager Lucky Dog Electronics - Kirkland, WA

Create individual eBay and ecommerce marketplace listings for items contained within inventory. Facilitate the search and purchasing of individual projects to be

listed on ecommerce Market Places Perform iPad, iPhone repair and refurbishment for resale. Package, fill and ship individual customer orders Provide customer service support for individual customers as well as vendors where individual stock items are sourced. Provide IT support for all individual computers and systems within the workplace environment. Establish protocols and training materials for new employees. Create individual eBay templates for different categories of items.

(01/2010 - 03/2012) Head Mobile Device technician Harvest Cellular/ Old Cell phone Company - Palm City, FL

Use computers for various applications, such as database management or word processing. Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Create, maintain, and enter information into database. Perform Repair and Refurbishment of Apple iPhone/iPod and iPads. Create invoice orders for B2B sales of 200+ units. Repair, Refurbish and package individual eCommerce platform orders. Create Virtual machine environments for jail breaking and unlocking Apple iDevice products.

EDUCATION

(Mar 2017)Bachelor of Science: Software Application Development Colorado Technical University - Colorado Springs, CO

2015 Thumbtack Nations Best Customer Service Support