Customer Service Support

Mark Mitchko

IT OPERATIONS SUPPORT SPECIALIST

Desktop Support & Network Administration

Defining and delivering solutions to enhance user satisfaction and drive business improvement

Credentialed IT support specialist with a stellar record of identifying and implementing creative, cost-effective solutions that enhance user productivity and advance business goals. A take-charge, resourceful leader with a problem-solving mindset, always looking for ways to increase efficiency and effectiveness across the workplace. Valued as a highly sought-after team player who routinely goes “above and beyond” to meet client needs.

PROFESSIONAL EXPERIENCE

IT Operations Support

Cummins Power Systems, Bristol, PA, Feb 2011 to Present

Currently providing support for 600+ end-users spanning 10 locations as part of multimillion-dollar distribution arm of Cummins Inc.

Escalation point for hardware, software and network issues, remote and deskside and dosumenting, tracking, and updating incidents from inception to closure within BMC Remedy.

Hired on temporary basis to assist with post-migration issues in fast-paced, high-pressure environment. Moved to permanent, full-time role after stepping up to restore order and eliminate backlog of outstanding issues.

Implemented IT ticketing system (Numara Track IT) to better manage IT resources and drive operational effectiveness across departments.

Created IT process manual for new hires, located on the company intranet, which served as an automated self-help utility to address a multitude of “easy fix” issues, substantially reducing volume of tickets while better serving customer needs.

Asked to monitor aging fleet of 100+ network printers, seized opportunity to save $95,000 in out-of-pocket costs with introduction of managed printer services, thus virtually eliminating printer downtime.

Providing solution support to field staff, tapped into underutilized benefit of corporate lease (on-site servicing) to drive $100,000 in direct savings and $400,000 in corporate incentives/bonuses. Saw big picture in accepting upfront expense to realize larger savings, driving 25% increase in uptime and 15% uptick in client satisfaction index.

Committed to cost effectiveness, and due to past purchasing experience, accepted responsibility for management of IT budget, finding creative ways and best-fit solutions to maximize the impact of limited resources.

Drove substantial savings with new procurement system and conducted effective negotiations with service providers which leveraged buying volumes to reduce costs and secure better terms.

Analyzed 1000 + line mobile wireless account, delivering $50,000 to bottom-line savings by identifying overcharges and overpayments, while working collaboratively with the service provider (Verizon Wireless) to design and implement custom, pooled-minutes voice and data plans that leveraged scale of economies to drive down overall costs.

IT Consultant (Part-Time)

Tek-Geeks, Yardley, PA, Oct 2009 to 2014

Co-founded, grew, and managed IT consulting firm built on “Zen IT” brand (the IT guys who offer peace of mind). Provide issue resolution and backup/recovery services to small businesses and home-based users.

Successfully launched new venture, designing website and overseeing SEO to attract new business.

Built strong network of business clients, tapping into consultant mindset to turn small jobs into larger projects. Gained reputation as valued business partner while building relationships to uncover and capitalize on hidden engagement opportunities.

Effectively sold efficiency-enhancing solutions. For example, completing home-based job for principal of small firm, won contract to streamline computing, printing, and communications for 8-member field team. Designed and launched instant-on solutions based one machine/one environment strategy, enhancing overall productivity.

Introduced automated, remotely managed processes for implementing routine updates and patches, maximizing impact of company’s limited resources.

TRAINING & CERTIFICATIONS

IT Academy, Bucks County Community College

CompTIA A+ Certification

CompTIA Network+ Certification

MCSE Program and CompTIA HIT Program Completion

TECHNICAL SKILLS (Partial List)

Windows XP / 7 / 8 / 10 / Server 2003/2008/2012

Active Directory / Share Point / One Note

PCs / Peripherals / Printers / Printer Networks

VMware Workstation / Server / VMware Thin App

TCP / IP / DHCP / DNS

MS Office 2007/2010/2013 / Outlook / Lotus Notes

Shoretel

Mac OS / Linux (Ubuntu)

Android / iOS / Windows Mobile

Cisco IOS / Switches / Routers / Cabling

LAN / WAN / FTP / Telnet

NAT / VPN / VLAN / RIP

BMC Remedy / Numara Track IT

ProcureIT / Ariba

OTHER NOTABLES

Languages: English (native); Ukrainian (read, spoken, written, fluent)

Leadership: Prior Board Member/Treasurer, Rose Hollow Condominium Association

Other Knowledge Areas: Residential Electrical & Lighting, Graphic Design, Photography

Professional Background also includes extensive experience in sales, service, customer relations, procurement and budget/finance roles in retail operations.

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