MARK HEPINSTALL

Mesa, Arizona 616-***-**** ac0m77@r.postjobfree.com LinkedIn

Senior IT Leader who successfully designs, builds and supports complex network/server/storage infrastructure environments, creating stable systems, reliable processes, and long-term sustainable operations as the critical foundation for organizational success. Strategically partners to increase organizational effectiveness through technology decisions and direction. Combines technical expertise with business and operational experience to ensure that all technical strategies and activities align with corporate goals.

OPERATIONAL & TECHNOLOGY EXPERTISE

Strategic Planning & Execution

Process Development

Change Management

Project Management

Client Relationship Management

Cloud Computing

Server/LAN/WAN Administration

Infrastructure Support

Team Leadership

MS Active Directory MS Windows, Exchange & SQL Servers VMware VSphere Citrix XenApp HP ProCurve Cisco IOS WatchGuard Firebox Barracuda Backup, Web Filter & Spam Filter Appliances Unitrends Recovery Appliances Symantec Backup Exec Veeam Backup & Replication Multiple Antivirus / Antimalware Products DNS Management & Registration LDAP Integration Nimble, EMC and EqualLogic Storage Systems

PROFESSIONAL EXPERIENCE

PHOENIX NAP Phoenix, Arizona Jul 2015 – Present

Cloud Services Manager

Report directly to the Director of Information Systems while leading team of Principal and Operations engineers to design, deploy, and support cloud-based products and offerings to a variety of vertical markets in local, national and international arenas.

Manage Phoenix-based Cloud Infrastructure Support Team of five to design and support virtual data center systems for more than 1,000 clients in diverse industries including healthcare, e-commerce, non-profit, and website hosting companies

Turned around inherited lackluster team by recruiting top-tier talent and forming a cohesive, customer-focused unit

Established cooperative relationships with Directors/Managers of other internal support groups, noticeably improving interactions with other technical teams within the company

Ensure optimum service delivery for issue resolution, service installs, and new services deployment, successfully cutting trouble ticket queue 79% in six months

Improved service turn-up timeframes by 25% while increasing accuracy and quality, and decreased issue reporting 20% by documenting step-by-step processes for new service turn-ups

TRIVALENT GROUP Grandville, Michigan Apr 2008 – Jun 2015

Director of Managed Services/Virtual Chief Information Officer (VCIO)

Reported directly to the CEO and COO on profitability and service quality for Managed Services Practice as the company’s first VCIO and Director. Established VCIO role as a critical component of Managed Services Practice, leading to growth of practice and addition of four more full time VCIOs to staff. Instituted standard practices for VCIO review process for entire organization. Provided service delivery oversight to Managed Services clientele per ITIL standard practices, with responsibility for improving service and financial KPI’s.

Delivered IT support services to clients in the healthcare, education, manufacturing, financial and services industries, defining strategy, structure and standards for Managed Services Offerings

Achieved consistent monthly Managed Services Practice growth in managed endpoint count and revenue

Led Managed Services Team through successful rapid migration of entire Managed Backup client-base from one platform to another with over 90 clients with more than 500 servers covering nearly 100 TB of raw data in an extremely short time frame

Served as member of Microsoft Partner Research Panel, and represented company by actively participating in Partner Advisory Council at Continuum Managed Services, LLC (RMM Provider) and True Profit Group Service Executive bi-annual review meetings

Practice ranked 66th in top 501 Managed Services Providers worldwide and 56th in North America by MSPMentor in 2015

Named Services Professional of the Month in 2010, 2012 and 2013

SELF EMPLOYED Zeeland, Michigan Aug 1999 – Apr 2008

IT Consultant & Owner

Provided a variety of IT consulting, implementation, and support services for ~45 small/medium size businesses in Western Michigan. Senior consultant for multiple IT consulting firms in the region.

Reduced urgent non-business hours support calls by designing proactive/preventative network review process to identify and remediate potential system issues before actual outages or malfunctions occurred

Generated new revenue streams around process reviews and labor hours related to remediation work generated from review recommendations

Analyzed client’s aging technology infrastructure with frequent system failures and malfunctions, and helped replace infrastructure, develop budget using server virtualization, and purchase right-sized server hosts, shared storage and networking devices to achieve optimal, cost-effective environment

IBM GLOBAL SERVICES Grand Rapids, Michigan Mar 1996 – Aug 1999

IT/Network Specialist

Provided high-level design and support for Enterprise Network of over 800 nodes

Contributed to implementation and support of numerous systems for regional insurance client

Served as primary/lead engineer, managing client's eDirectory environment

BANC ONE SERVICES CORPORATION Columbus, Ohio Mar 1993 – Mar 1996

Sr. LAN Administrator

Provided network/server/application support for office building with over 200 corporate users

Delivered secondary support for remote servers providing services to another 400 clients

Designed and implemented server installations and upgrades at multiple locations

EDUCATION

Azusa Pacific University

Master of Music, Conducting

Bachelor of Arts, Music Theory & Composition

VOLUNTEER & COMMUNITY SERVICE

Extensive community outreach, and IT and music volunteer leadership with Central Wesleyan Church

Construction volunteer work with Habitat for Humanity

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