Markell Dillard
Suffolk
Summary
IT Support professional with leadership experience at Excel Fitness, specializing in technical issue resolution and customer satisfaction enhancement. Proficient in Active Directory and effective communication, successfully managed a team to streamline operations and improve service delivery. Achieved compliance and operational excellence in a fast-paced environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support /Help Desk Associate Shift Lead
Excel Fitness
Suffolk
01.2022 - Current
- Led daily operations, coordinating 10 to 12 staff members to ensure compliance and professional customer service.
- Logged and reported technical issues using a ticketing system to minimize disruption to daily operations.
- Promptly utilized DataTrack and Ignite software to update billing and process cancellations to maintain accuracy, as well as improve customer satisfaction via phone and in person.
- Assisted users with account management and password resets effectively.
Service Desk
Saber Healthcare
Portsmouth
01.2019 - 01.2022
- Managed a multi-line phone system, routing 30+ calls daily to departments while maintaining compliance w/ confidential patient & operational data.
- Resolved technical and operational inquiries with strong communication skills within a timely manner.
Education
Bachelor of Science - Cybersecurity
Old Dominion University
Norfolk05-2026
Associate of Science - Computer Science
Paul D. Camp Community College
Suffolk01.2022
Skills
- tcp/ip
- dns
- DHCP
- Wireshark
- Nmap
- Active Directory
- Linux
- Windows 10/11
- Microsoft 365
- Effective communication
- Team leadership
- Technical support
- User support
- Hardware troubleshooting
- Software troubleshooting
- LAN/WAN
- Microsoft Outlook
- Customer service
- Leadership
- Technical documents comprehension
Certification
- CompTIA Security+, 07/31/28
- CompTIA Network+, in progress
- Microsoft Azure Fundamentals (AZ-900), in progress
Projects
Help Desk Lab (Virtual Environment), Performed Active Directory user management including password resets, account lockouts, group membership changes, and configured Remote Desktop for troubleshooting end user machines. PC Building & Troubleshooting, Built and configured a custom desktop while installing & configuring Windows 10, drivers, and updates to gain hands on troubleshooting hardware & software skills.
Timeline
IT Support /Help Desk Associate Shift Lead
Excel Fitness
01.2022 - Current
Service Desk
Saber Healthcare
01.2019 - 01.2022
Bachelor of Science - Cybersecurity
Old Dominion University
Associate of Science - Computer Science
Paul D. Camp Community College
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