Marcus Bell
Virginia Beach
Summary
IT professional with over 15 years in enterprise IT support and managed services. Expertise in client onboarding, systems administration, and ensuring patch compliance to mitigate security vulnerabilities in Windows Server environments. Certified in CompTIA A+, Network+, and Security+, with a strong focus on delivering customer-facing technical solutions.
Overview
20
20
years of professional experience
Work History
Centralized Services Engineer
Xerox IT Solutions
01.2026 - 06.2026
- Manage client environments using N-able and Datto RMM, ensuring accurate asset tracking and monitoring
- Lead onboarding of new Managed IT clients, collecting network and application data to facilitate adequate Support Desk readiness to complete troubleshooting
- Deploy and verify endpoint protection solutions across servers and workstations
- Ensure patch compliance across client systems, reducing security vulnerabilities and maintaining system health
Technical Alignment Manager
ESI/Xerox
Virginia Beach
03.2018 - 12.2025
- Complete various audit questions for assigned Managed IT Service clients (25-30 on average) based on hardware included in the Managed IT contract.
- Utilize Azure and Intune environments to manage and verify hardware compliance as part of scheduled health checks
- Perform onsite inspections and cleanup as needed to network closet/data rack during scheduled health check with assigned Managed IT Services clients
- Maintain a relationship with the client POC to communicate upcoming needs or concerns that will need attention in the future
- Lead onboarding of new Managed IT clients, collecting network and application data to support service readiness
- Worked with the Support Desk to open tickets as needed as well as serve as a resource for tickets that require onsite presence
- Serve as a resource for VCIO to verify hardware/software licensing that may need renewal and highlight items that can be added to the client roadmap for potential projects
Support Desk Engineer
ESI
Virginia Beach
10.2017 - 03.2018
- Fielded incoming calls from managed IT services clients and troubleshot issues to reach a resolution or escalate to the appropriate team
- Worked on trouble tickets submitted by clients in Connectwise ticketing system.
- Perform onsite repair in instances where a resolution is not possible remotely
- Worked with other Support Desk members as well as Network Admins and VCIOs to resolve issues and concerns
IT Analyst
Faneuil
Hampton
12.2014 - 10.2017
- Served as onsite IT support at the Faneuil call center which included production as well as training workstations supporting roughly 450 workstations
- Configure and update workstations based on the contracted program being supported
- Worked with technical contacts to troubleshoot issues for various vendors that Faneuil had agreements to procure support candidates.
- Involved in the expansion and setup of a new floorspace for a new vendor.
- Provided IT support for the main headquarters and other Faneuil facilities as needed which at times included travel.
Workstation Support Analyst, Lead
Maersk Line, Limited/Priority Staffing
Norfolk
03.2013 - 12.2014
- In addition to previous duties as a Workstation Analyst, helped coordinate help desk responsibilities
- Responsible for inventory management and new equipment ordering through vendors
- Ensured trouble tickets are completed in a timely manner to meet service level agreements by members of the help desk
- Communicate with customers regarding ticket status and following up to ensure proper resolution of the reported trouble
Workstation Support Analyst
Maersk Line, Limited/Priority Staffing
Norfolk
09.2011 - 03.2013
- Answered incoming calls from office and traveling users, resolving technical issues and logging trouble tickets in Trackit
- Image and configure new desktop and laptop computers for distribution to users that required hardware or software upgrades
- Performed routine printer maintenance and assessed need for service
- Collaborated with senior IT members on various projects, providing necessary support
- Administer RSA Secure ID token distribution and educate employees on usage
- Assume lead role on company-wide Windows 7 OS rollout for end users
- Configure and install Cisco IP phones through Cisco Unified Communications Manager
Fiber Customer Support Analyst (CSA)
Verizon Communications
Newport News
01.2006 - 07.2010
- Troubleshot residential and business customers’ service issues related to FIOS voice, internet and video
- Guided customers in troubleshooting FIOS service and equipment issues over the phone, enhancing customer satisfaction through effective resolution.
- Extensively used active listening skills to determine the cause of the customers’ issue to present a resolution to the problem
- Used remote troubleshooting software to share the screen with customers and address FIOS internet and email issues.
- Collaborated with Offline Team to address escalated and complex FIOS service issues, contributing to improved service outcomes.
- Trained new hires in the CSA position and provided floor support, fostering a knowledgeable team environment.
Education
Bachelor of Business Administration (BBA) - Information Technology
The College of William and Mary
Williamsburg, VA12-2001
Health IT Engineering Program -
Tidewater Community College
Virginia Beach, VA03-2012
Skills
- Active Directory
- Microsoft 365
- Azure/Entra
- Windows Server 2019
- Windows Server 2022
- Windows Server 2016
- Virtualization - Hyper-V and VMWare
- Citrix
- Intune
- Remote management tools
- Servicenow
- ConnectWise
- Installation and Troubleshooting
- Network printing solutions
- Unified communications
- Data protection
Technical Certifications
- Comp-TIA A+
- Comp-TIA Network+
- Comp-TIA Security+
- Watchguard certification
Timeline
Centralized Services Engineer
Xerox IT Solutions
01.2026 - 06.2026
Technical Alignment Manager
ESI/Xerox
03.2018 - 12.2025
Support Desk Engineer
ESI
10.2017 - 03.2018
IT Analyst
Faneuil
12.2014 - 10.2017
Workstation Support Analyst, Lead
Maersk Line, Limited/Priority Staffing
03.2013 - 12.2014
Workstation Support Analyst
Maersk Line, Limited/Priority Staffing
09.2011 - 03.2013
Fiber Customer Support Analyst (CSA)
Verizon Communications
01.2006 - 07.2010
Bachelor of Business Administration (BBA) - Information Technology
The College of William and Mary
Health IT Engineering Program -
Tidewater Community College