Daniel Marshall

About Daniel Marshall

IT Support Analyst with over a 15 Years’ experience providing world class internal customer support for many large companies and 4 different fortune 100 companies, including Wells Fargo, New York Life, Capital One, and Marriott. Provides Helpdesk Support with a white glove customer service attitude. Quickly building rapport with internal customers.Operating Systems: Windows XP, Vista, 7, 8.1, 10, MAC OS, IOS, AndroidApplications Supported: Microsoft Office, Active Directory, Adobe Acrobat Pro, Cisco VPN, WebEx, Lotus Notes, Microsoft Outlook, Microsoft Excel, Toad, Common Off the Shelf Applications (COTS). VMware, Altiris, SCCM, Service NowContact me about opportunities at D••••••••@gmail.com

Experience

1. Senior Technical Support Analyst

   Visa

   Mar 2024 — Present · Austin, TX, US

   As an Onsite IT Support Specialist, I provide direct, hands-on technical assistance to ensure reliable and efficient operation of hardware, software, and network systems. My role involves diagnosing and resolving end-user issues, installing and maintaining equipment and applications, supporting network connectivity, and delivering in-person guidance to staff. I collaborate closely with remote IT teams and ensure a smooth user experience for Visa Employees• Trained and coached team members, including onboarding new hires and mentoring underperforming staff on process flow optimization and incident management, resulting in significant improvements in meeting SLA targets.• Developed performance dashboards in Asknow to track metrics and ticket trends, enabling identification of organizational performance gaps and the applications causing the most frequent issues.• Leveraged Nexthink for root cause analysis (RCA) to proactively resolve user issues before they were reported, reducing downtime and improving user experience.• Led multiple IT projects, including hardware refreshes, process improvements, and an automation initiative that reduced manual workloads for staff and improved operational efficiency. Consistently beat projected Deadlines for Targets by 15%