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Marcellus Olds

MTS I - Tech Support at Verizon Data Services

Work experience


Verizon Wireless
Tampa, FL 20012-2013 Coordinator I-Tech Support Provide exceptional customer service and technical support for internal and external voice and data products to customers. Troubleshoot hardware and software issues and identify network/applications issues Verify provisioning and diagnose device or network issues. Troubleshoot for PC Operating System, specifically Device Manager and TCP/IP configuration. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center. Follow up with customers to ensure first call resolution to achieve and deliver 100% customer satisfaction..

Security Analyst

Verizon Data Services
Tampa, FL MTS I-IT Security Analyst(ITSO) Performs security monitoring, security and data/logs analysis, and forensic analysis, to detect security incidents, and mounts incident response. Monitors the SIEM for anomalies and uses the SIEM or other tools to gather data. Assesses the data, transforming it into risk intelligence information to detect the signs and footprints of an attack. Generates reports and takes appropriate action based on the data analysis and intelligence.

Technical Support Specialist

Verizon Data Services
Tampa, FL MTS I-Tech Support(ITHD) Perform Tier-1 IT support Verizon Wireless and Wireline end-users. Analyzing and resolving a high percentage of initial customer contact in the areas of PC/LAN, Mainframe, and Client Server. Appropriately routing tickets based on support provided instructions in an accurate and timely manner, problems requiring on-site support for; software, hardware and/or configuration changes. Escalating customer problems to Verizon ITHD management and/or support groups utilizing standard escalation model.



ITT Technical Institute




ITT Technical Institute