Engineer Technician
Resume:
Mark J. DeVono
Cuyahoga Falls, Ohio 44221
*******@*********.***
CAREER SUMMARY
A dedicated and accomplished information technology professional with a
broad-based experience in desktop, server, application and network
support. Closely watches developing trends within the market and the
industry, adjusting standards to meet corporate objectives.
PROFESSIONAL EXPERIENCE
Service Express Inc., Broadview Heights, Ohio 2010-
2011
Field Service Engineer
. Primary hardware service engineer for twenty accounts in Northeast
Ohio.
. Achieved a 98% one trip fix rate and always met our 4 hour response
time.
. Certified on x86 platforms including Dell PowerEdge, HP Proliant,
and IBM xSeries.
. Certified on IBM p Series / IBM R/S 6000 platform.
. Certified on the Site Audit process that documents all the equipment
on a new client's agreement.
. Attended Linux / Unix seminar focusing on Ubuntu 10.4, AIX 5.3 and
Solaris 10.
. Built and configured Vmware ESX 4.1 server with Ubuntu 10.4, Windows
Server. 2008 R2 and Windows 7 guests.
. Lead MS Outlook 2007 training seminars.
. Created spreadsheets to simplify and standardized business
processes.
National City now part of PNC, Cleveland, Ohio 2000-
2010
Command Center Team Leader - 2nd Tier Technical Service Desk 2008-2010
. Provided daily leadership and technical direction to the 2nd Tier
Technical Service Desk team of fifteen local and two remote
technical resources.
. 2nd Tier Project team developed concept to create a 1.3 MM per year
savings.
. Identified and exceeded metrics needed to accurately portray the
benefit of 2nd Tier.
. Aligned with teams across Onsite Services to define remote work and
identify talented technicians to complete work.
. Moved 80% of all incidents from Onsite Services to 2nd Tier Remote
support in 12 months. 2500 incidents per month average.
. Actively identified incident work that can be completed in 2nd Tier
which included offshore support, mortgage division, IT security,
application support, onsite voice and centralized voice.
. Lead training classes to educate staff on newly implemented
processes and procedures such as call flow and work flow.
. Created career paths and professional development plans for each
technician.
Technical Team Leader - Field Services
2006 -2008
. Provided daily leadership/supervision and technical direction to a
team of technical resources at six sites supporting 2500 employees.
. Review and evaluate the performance of staff. Develops and conducts
performance appraisals, including goal setting, career development,
and coaching staff on soft and technical skills.
. Supported Direct Banking Sale Outbound call center with a
differenced support model with a 1hour SLA.
. Lead project to decommission 400 PCs and phones used by National
Home Equity division. Tracked assets and managed contract
resources. Completed two weeks ahead of schedule.
Technical Analyst III
2000 - 2006
. Completed incidents and requests as assigned.
. Lead onsite teams in implementing Windows XP on 3500 desktops over
an 18 month period.
. Dell Certified on Optiplex Desktops and Latitude laptops for
internal warranty repairs.
. Provided service, technical and network connectivity support to
computer users on Windows, Novell, and platforms in addition to
providing support for network data communications.
. Provided technical leadership and guidance to the Cleveland Field
Services team as the Local Field Advanced Technician.
. Extensive use of remote support tools to increase efficiency and
lower support costs.
. Created hardware training class on HP Proliant Servers, HP Printers,
Dell PCs.
. Attended MS Exchange 5.5, Windows 2000, CCNA training.
TELXON, Akron, Ohio 1997-2000
Desktop Support Technician
. Responsible for technical support, implementation, and the ongoing
operation of the LAN / WAN, as well as end user computing
applications and devices.
. Consulted with business units on needs for software and hardware and
made recommendations.
. Completed daily system backups, legal compliance for licensing, and
PC/LAN documentation.
. Maintained hard drive imaging process using Symantec Ghost
. Trained staff on the installation of multiple client server
applications.
. Supported HP and Dell hardware running MS Windows 2000, NT, 95, 98
. Obtained MCSE certification.
DIEBOLD, North Canton, Ohio 1995 -
1997
Desktop Support Technician
. Installed, configured and deployed desktop computers and software.
. Planned and monitoring the completion of desktop computer projects.
. Implemented a hard drive imaging process to increase the speed of
new desktop deployment.
. Consulted with business units on needs for software and hardware and
made recommendations.
. Completed incidents as assigned via a BAAN ticket tracking system.
EDUCATION
Bachelor of Science, Finance, The University of Akron
Akron, Ohio
PROFESSIONAL DEVELOPMENT
Microsoft Certified Systems Engineer, 1999
National City Frontline Leadership Training, 2006
Certified in ITIL Foundations v1.2, 2008
Strengths Finder 2.0, 2010
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