Engineer Support

MARK GREGG

MARK

San Jose, California • 408-***-**** • **********@*****.***

MASTER IT SUPPORT SPECIALIST

MASTER

Customer Satisfaction Issue Remediation/Problem Solving Root Cause Analysis

Offers extensive experience, with particular expertise in application support and application problem resolution.

Known for leadership abilities, resourcefulness, calm under pressure, and strong communication skills.

PROFESSIONAL EXPERIENCE

ATOS 1997-2014

Master IT Support Tech, Hightstown, New Jersey, 2012-2014

Served in lead role, supporting approximately 600 users at McGraw Hill site, providing level 2 desk side support and hands-on assistance in

resolving issues with MS Office 2007 and 2010 applications and MS XP and Win 7 and Mac OS X operating systems. Imaged new laptops and

PC's with McGraw-Hill Image. Installed all software required for user receiving new equipment. Performed Break fix support on Laptops, PC's

and Printers including data backup and restore after hard drive failures. Performed AD administration to add computer accounts to proper

domain. Checked user accounts to insure proper AD configurations and group assignments.

Provided wireless, VPN, Citrix, smartphone, IPhone and Internet support. Provided guidance to junior IT support staff, assisting with project

management, and managing customer ticket queue. Functioned as Data Center Support Tech, monitoring and rebooting servers and equipment

and installing new hardware and hardware upgrades on servers.

• Co-lead effort to relocate roughly 475 users to two locations following real estate sale.

• Led team to meet all service-level agreements, reducing turn around time of service requests by up to 80%. Achieving high

rate of customer satisfaction by appropriate prioritization of tickets.

• Provided 24/7 coverage at East Winsor data center following Superstorm Sandy, ensuring systems ran smoothly and

remained operational; earned Gold Award for providing outstanding support in crisis situation.

• Received management recognition for attention to customer satisfaction and efforts to foster teamwork on multiple

occasions. Provided clear communication and lead by example, encouraging team members to participate and grow by

taking on additional responsibilities.

Dell desktop and laptop certified; HP printer specialist; Credent Encryption and data recovery, ACMT Certified, MAC

support, Symantec End Point Protection

Regional Supervisor – Mid-Atlantic Region, Aberdeen, New Jersey, 2012-2013

Oversaw team of 25 techs; managed hiring needs, ensured all personnel remained current with professional and company-required training, and

completed mid-year and year-end performance reviews. Staffed all short- and long-term projects and hired all full-time employees.

• Coordinated staffing for three major Windows 7 deployments (30+ short-term workers in total), each of which was

successfully executed.

• Visited customer sites to ensure service levels were maintained and that crew performed to company standards.

• Maintained staffing levels for all customer sites in region.

System Engineer/IT Support Tech – Morgan Stanley Princeton Facility, Princeton, New Jersey, 2000-2012

Supported 200-user IT site, serving as site tech lead for OS migrations, MS Office migrations, software/hardware break-fixes, moves, new-user

setups, VMware, Citrix, video conferencing equipment, LAN, WAN, data, and phone circuits.

• Migrated site from Windows XP to Windows 7, from Office XP to Office 2003, and from Office 2003 to Office 2007.

• Provided remote support to Somerset location and 500-person Baltimore site.

• Administered Blackberry devices and provided VMware support.

• Assisted with “Clear Cube” rollout for Baltimore office.

• Performed responsibilities quickly and with expertise, achieving high degree of customer satisfaction.

MARK GREGG

MARK

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System Engineer – Schering Plough, Kenilworth, New Jersey, 1998-2000

Functioned as project lead and tech for migrations of PCs to Windows 95 on both Novell 3.x/4.x and Windows NT networks. Served as

“Connect: remote” remote administrator for Schering Plough’s remote sales force IT management team. Supported more than 3,500 laptops

deployed nationwide.

System Engineer, Summit, and East Hanover, New Jersey, 1997-1998

Managed campus integration at two locations during Ciba-Geigy and Sandoz merger, creating Novartis.

EARLY EMPLOYMENT

PC AGE INC.

Windows NT TCP/IP Coordinator, Edison, New Jersey

Installed and administered Windows NT PDC, DHCP, and WINS servers. Gained expertise and skills in installing, configuring, administering,

maintaining, and troubleshooting LANs.

AUTOTOTE SYSTEMS LIMITED

System/Network Manager, Freehold, and Atlantic City, New Jersey

Installed and managed Digital VMS systems that meet Totalizator needs for all Atlantic City Casinos and two other Hubs locations.

U.S. NAVY

Data System Tech E-5, USS Forrestal CV-59, Mayport, Florida

CERTIFICATIONS AND LICENSURE

Former CNE and MCP • A+ Certified • Dell Laptop and Desktop Certified

HP Printer Certified on seven different models • ACMT Certification

TECHNICAL SKILLS

TECHNICAL

Windows 7 • Windows XP • Apple iOS • Microsoft Office (Word, Excel, Outlook, etc.)

Domain Administration • FTP • VMware • Ghost • PartitionMagic

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