MARCFOLLENDER
4802 South 31st St. #108, Temple TX 76502 | (254) 534-1543 | toy79bird@gmail.com
November 5, 2015
Snap Technology
RE: Help Desk Technician
To whom it may concern,
I read with interest the details of your posting for Help Desk Technician this morning on LinkedIn,
and I believe I possess the necessary skills and experience you are seeking and would make a
valuable addition to your organization.
I am currently a Help Desk Technician for the Veterans Administration here in Temple, and in the
short time I’ve been here, I have developed the skills and experience to effectively perform the
duties necessary for the position. I assist the physicians and employees of the VA network
nationwide, with issues ranging from basic hardware troubleshooting, to more advanced
software related and networking issues.
As my resume indicates, I have also accrued more than 25 combined years’ worth of
progressive experience in the sales and customer service field, and graduated to training
positions soon thereafter. I initially began as an entry level CSR, then a customer relations agent,
and finally, a senior account manager and trainer, utilized to onboard new reps and managers. I
bring to the table a strong work ethic, focused listening, one-step-resolution, a sense of humor
when needed, and most importantly…a strong sense of empathy. In addition, I bring a positive
outlook, a love for people, and a team-oriented formula that has proven successful and
productive, and I am eager to join your team!
I have attached my resume for your review and I look forward to speaking with you further
regarding your available position.
Thank you for taking the time!
Sincerely,
Marc Follender.
(254) 534-1543
toy79bird@gmail.com
MARC FOLLENDER
4802 South 31st St. #108 | Temple, Texas 76502 | 254-534-1543 | toy79bird@gmail.com
OBJECTIVE
Seasoned professional with proven track record of meeting and exceeding sales and service quotas,
building lasting relationships with key customers, training and onboarding new hires, maintaining
customer satisfaction and retention, as well as meeting company objectives.
QUALIFICATIONS
- 10 years of experience handling accounts, training end users, providing technical support, and building
relationships with high profile government agencies such as DHS, FBI, CIA, USSS, and ERT
teams nationwide.
- 6 years of event coordination and creative marketing for automotive non-profit organization
- 6 years retail management experience
- 10 years of experience in the entertainment/ticketing field
- Adept in Microsoft OS from Windows 2000 to Windows 8, Word, Excel, PowerPoint, HTML, Flash,
cache, menu management, fileman and active directory.
EMPLOYMENT HISTORY
Help Desk Technician, ADAMS COMMUNICATION & ENGINEERING TECH. 8/20/2014 — present
Austin, TX
- National Support Desk for Veterans Administration and Tier 1 tech support.
- Implementation of security protocol and network integrity.
Public Safety Account Manager, SPRINT 3/20/2004 — 5/4/2014
Temple, TX
- Provided network and equipment support for Federal and State Government agencies.
- Provided US agencies with emergency service and equipment during 9/11
- Established and operated the cellular industry’s first 24-hour emergency response team
Retention Specialist, NEXTEL 3/20/2001 — 3/20/2004
Temple, TX
- Utilized corporate tools and salesmanship to retain existing customers
- Consistently in Nextel Retention’s Top 5% Performer bracket.
Ticket Center Coordinator, Ticketmaster 9/5/1988 — 7/10/1996
Toronto, ON / New Orleans, LA / Dallas, TX
- Responsible for the opening, training, and everyday operations of ticket centers nationwide.
- Created venue maps and seating charts for national performance arts and sporting events
SKILLS & EDUCATION
Telecommunications, Computer network systems, Database applications, UNIX and LINUX,
Microsoft OS/Windows 2000 to Windows 8, Word, Excel, PowerPoint, HTML, cache, menu management,
fileman and active directory.
- 1986-1990 - Birchmount Park Collegiate Institute, Toronto, ON.
- 1998-2000 - Southeastern Louisiana University, Hammond, LA
High School
University