Mark W. Carter Jr. has over 10 years of experience in customer service and technical support roles. He is currently a Systems Engineer and Technical Assistance Center Team Lead at VC3, Inc. where he delivers service and support to end-users, diagnoses and resolves technical issues, and manages a support team. Prior to his current role, Carter held positions providing customer support, technical assistance, and media production services. He has strong skills in Microsoft Office, remote desktop tools, operating systems, and troubleshooting software and hardware issues.

1. Mark W. Carter Jr.
P.O. Box 12793 * Columbia, SC, 29212* 804-252-5044 * mwcarterjr@gmail.com Competencies
 Fully committed to providing the highest possible standards of customer service and support.
 Proficient with computer software such as Microsoft Office Suites, SharePoint, LabTech, ConnectWise, Citrix, Active Directory, Remote Desktop Manager, Windows and Apple operating systems. Work Experience
*VC3, Inc.* Columbia, South Carolina
Systems Engineer, Technical Assistance Center Team Lead 9/2013-Present
 Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
 Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and other customer specific applications.
 Test customer facing applications to ensure that they are user friendly, while also providing support teams with adequate information to resolve their issue.
 Create and modify new user profiles and mailboxes using Active Directory, Exchange Management Console, and cloud based services in the Citrix environment.
 Generate ideas and implement methods that improve first call resolution and increase client profitability by analyzing support tickets and call trend.
 Manage team schedule to provide accurate resource estimates during business hours, customer deployments, and on-site service request.
 Responsible for creating and maintaining internal and external customer process documentation so that it is readily available to all other engineers.
 Serve as a point of escalation for the Technical Assistance Center Team, managing incidents while keeping the service delivery teams aware of possible escalations.
*NIC, South Carolina Interactive* Columbia, South Carolina
Customer Support Representative 09/2012-9/2013
 Test applications for bugs and report glitches to developers, which ensure that quality applications are delivered to partners.
 Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, application issues, password resets via phone, email, and live help.
 Train partners on various web based applications to ensure that they are efficiently using the application.
 Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
 Review support request and direct customers and partners to the correct internal department or state agency.
 Handle partner and customer account and billing inquiries.
*Bible Way Church of Atlas Road* Columbia, South Carolina
Media Technician 01/2012-Present
 Build, recruit, develop and supervise an effective team of volunteers to assist with multimedia efforts.
 Create graphics and presentations used during services and for online publications, maintaining brand standards.
 Direct technical aspects of productions and taking responsibility for the on-air product, including camera shots and graphics.
 Test all equipment and assist with live broadcast of weekly services, which ensure high quality productions.
 Consult individual ministries as a resident advisor to achieve an effective production and to help create engaging environments that include media.
 Review publications and correspondences for grammatical errors and effectiveness, maintaining brand standards.
*Benedict College Center for Teaching and Learning* Columbia, South Carolina
Technical Support 09/2011-09/2012
 Provided training to the institutions population for the Learning Management System, which resulted in an effective utilization of the system.
 Worked with developers to ensure that the Learning Management System was easy to use by all faculty, staff, and students.
 Created detailed training guides and publications for various applications used by the institution.
 Configure new smartphones, PCs, and other devices on the institutions network.
 Provided technical support via phone, email, remote access, and other electronic mediums, which effectively handled users request.
 Redesigned how the Undergraduate Teaching Assistants were trained and scheduled, which resulted in better service to the institution.
 Maintained inventory, training equipment, and the daily calendar of the Center for Teaching and Learning, which resulted in efficient daily operation.
Education
Columbia College Columbia, South Carolina Major: Computer Science