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