Mark Marquez
Technical Support Engineer with years of experience across IT, cybersecurity, SaaS operations, and emerging AI tooling. Time in the weeds — supporting real users, hardening real networks, shipping automation that saved real hours. I'm happiest when a hard ticket lands on my desk.
Today I work at the intersection of classical IT and agentic AI — helping teams go from "we should automate that" to running workflows their staff actually trust. Also: neuroscience research assistant, amateur home-lab operator, perpetual tinkerer.
What I bring to a support team.
Troubleshooting & Diagnostics
Diagnose vague tickets fast — logs, curl, DevTools, Wireshark, SQL debug. Reproduce, isolate, root-cause, document, then escalate with evidence so the next tier loses no time.
Ticketing & Workspace Tools
Lived in ConnectWise, Autotask, HaloPSA, Jira, Salesforce. Built dashboards, automations, and queue-triage flows in Linear/Notion so support could close tickets faster.
Programming & Automation
Python, PowerShell, Bash, SQL pipelines that replace tickets and manual reporting. REST APIs, webhooks, Auth0/SSO, Terraform — measurable hour-reductions on real support workflows.
Systems & Cloud
Windows (10/11/Server), Linux, Microsoft 365 with Graph API, Azure and AWS. Identity in Auth0, source in Git/GitHub — the platforms a support team actually rides.
Networking & Security
TCP/IP, DNS, routers, firewalls — diagnose at the wire. Harden with SIEM/EDR, MFA, IAM, virtualization, and backups so the next ticket isn't an incident.
AI Agents & Workflows
Agentic AI tuned for support work — prompt engineering, LangGraph orchestration, Ollama for on-prem inference, OpenClaw for grounded answers. Designed around your process.
Project Portfolio
Field logs from years building real IT, data, and AI systems — each linked out to the full write-up.
Open to remote
Technical Support Engineer roles.
Best way to reach me is email or LinkedIn. Resume on request. The chat widget that used to live in the corner now lives inside its own portfolio writeup — try it there.