Mark M. Albergo

*** ****** ***** *****

Annapolis, Md. 21401

410-***-****

acdl3k@r.postjobfree.com

acdl3k@r.postjobfree.com

OBJECTIVE

A position in a technical environment that maintains and supports end

users in a Help Desk, IT, or implementation Environment.

SUMMARY

Over ten years of strong Management experience with fiscal responsibility

managing Operations helping both inside and outside customers resolve

issues in both technical And customer service environments.

HIGHLIGHTS OF QUALIFICATIONS

0. Extensive experience administering all managerial duties of running a

Help Desk including budgeting, scheduling, as well as both Accounts

Payable and Receivable

1. Strong trouble shooting experience with Windows supported software

applications used in the hotel industry

2. Proficient in the use of Windows 95, Windows 98, Windows NT, XP, and

Windows 7 Enterprise.

3. Experience with the use of the internet using Netscape, and internet

Explorer 10

4. Experience working with business software applications: Word, Access,

Excel, Heat "Help Desk Expert Automation Tool", and RTA "Real Time

Adherence"

5. Extensive Quality Control Responsibility in a Call Center and in

Operations

6. Have conducted training classes to both inside and outside customers

in multiple software applications and in operational responsibilities

7. Conducted weekly staff meetings to discuss current issues and

implementation strategies to improve the efficient operation of

business

8. Supervised staffs of over thirty employees

9. Experienced in conducting hiring campaigns and responsible for

implementing and implementing and enforcing company policies

10. Experienced installing and trouble shooting hardware as well as

installing PCs on a network. Both NT and Novell.

WORK EXPERIENCE

Call Center Staff Staunch Security Inc. 1/2008 to 8/ 2013.

Worked in the call center for a small security company supporting

installation, quality control, and trouble

shooting alarm panels and security cameras for companies up and down the

east coast and Ohio.

Senior Microcomputer Specialist Sabre Systems INC. at the US Naval Academy

8/2001- 11/2011

Participated in help desk operation serving 2500 faculty and staff and over

4000 midshipmen. Manned walk-in/phone resource center to demonstrate and

train end-users in software applications and assist end-users with error

resolution. Analyze and researched trouble calls to determine resolutions.

Provide phone and on-site technical support to Faculty, Staff, and

Midshipmen at the United States Naval Academy. Strong software product

experience including MS Office Suite 2007, and 10 McAfee Antivirus,,

Internet Browsers, GroupWise Email, MIDS (Oracle web based app), Web

Intelligence (Oracle web based app); run scripts in UNIX to reset passwords

and perform other maintenance on accounts. Update and maintain databases

for the helpdesk, warranty and inventory tracking. Worked with Active

Directory. Performed software installations and desktop configurations to

include Novell clients' 4x, GroupWise client 6.5, Windows Operating systems

including XP; loan out laptops, track all calls in Remedy, and provide

user training on the use of hardware/software/network products.

Responsible for license conformity for all licensed software distributed

from ITSD at The Academy. Also installing and configuring HP printers as

both local and network printers.

UPS Logistics 2001-2001

Worked as a Help Desk Support Specialist support assisting in both

troubleshooting and upgrading proprietary software called Road Net in both

the USA and Canada. The troubleshooting was done remotely accessing their

computer via PC Anywhere.

Baltimore County Department of Social Services: Support Tech 2000-2001

Working as part of an IT department supporting all hardware and software

for the

Main 9 floor Towson location and the surrounding satellite Baltimore County

locations.

Setting up Network workstations in both Novell and NT environments. Also

support a database on an IBM AS400 main frame.

Cyntergy World Wide Support Solutions: Call Center Supervisor 1998-1999

One of 4 supervisors in a 24 by 7 Help Desk with over 75 analysts. Did

all administrative

Tasks including payroll, scheduling, QA, as well as being responsible for

subordinates adherence to company policy. Also as part of project

supporting hostel hardware and software using 3 different Hotel Management

Systems, needed to be able to efficiently trouble shoot diagnose and

resolve issues that the clients encountered...

Prime Hospitality: Hotel General Manager 1996-1997

Responsible for complete operation of a 128 room all suite hotel. Complete

responsibility for putting together and implementing the operating as well

as the Capital Budget and insuring through a 4-person management staff that

the goals dictated by those budgets were achieved.

Courtyard by Marriott: Multi-Department Supervisor 1994-1996

Supervised 3 departments, Housekeeping, Front Desk and Restaurant. Tasks

included Scheduling, payroll, inventory, and Customer satisfaction...

Motel 6: Hotel General Manager 1987-1994

Responsible for complete operation of a 202-room hotel. Complete

responsibility for putting together and implementing the operating as well

as the Capital Budget and insuring through a 2-person management staff that

the goals dictated by those budgets were achieved.

EDUCATION

BA Degree University of Maryland

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