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Management Field Service

Mooresville, North Carolina, United States
November 27, 2017

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Mark A. Cregger

**** ********** **** *******, ** 28613 828-***-****


Highly motivated IT Professional with the ability to pay attention to detail, communicate well and provide insight and analysis through clear visual, written and verbal communication. Encompassing excellent troubleshooting skills, having a proven ability to lead by example and able to organize time efficiently to work as a team or with minimal supervision.

Professional Experience

CAROLINA IT PROFESSIONALS Wilkesboro, NC September 2017 – Current

Lowe’s Project Support Analyst

Provide technical support to Field Service Technicians installing upgrade equipment at Lowe’s Home Improvement stores

oI.e. NAS (Network Attached Storage) and SCO (Self-Check-Out) upgrades

Perform storage drive sanitization on NAS storage drives using SecureCRT Unix tools

Collaborate with the Engineering Team regarding any issues that arise during drive sanitization

Document NAS sanitization process to ensure adherence to policy regarding proprietary information removal

oCreate Excel spreadsheet for documentation purpose

oMaintain SharePoint records of completed tasks

Collaborate across multiple teams within the organization to overcome obstacles during the equipment upgrade process

Partner with Lowe’s Support Analysts to determine cause and resolution of any issues reported

Contact stores reporting issues to assist in resolution

Contact stores to ensure all equipment is functioning properly during and after upgrades

Create tickets in the Remedy incident recording system for recording and Field Service Technician dispatch purposes

LOWE'S HOME IMPROVEMENT CORPORATE Mooresville, NC January 2015 - August 2017

ITSM Analyst Analytics & Reporting

Utilize Remedy Digital Enterprise Management Platform for reporting purposes

oReview reports database for existing reports to meet stakeholders needs

oTrain stakeholders on the use of existing reports to meet their data requests

oCreate Business Requirements Documents if new report development is necessary

Utilize Crystal reports to pull data from various databases including SQL, Oracle, Access

Create Excel spreadsheets for presentation to leadership ranging from Team Management to VP level

Maintenance of recurring reports housed on the Business Objects Console for daily, weekly, and/or monthly, distribution

Meet with stakeholders regarding data requests for clarification and determination of the level of reporting needed

Create Business Requirements Documents for the purpose of recording data requests and obtaining process owner permission for data delivery

Review data for accuracy

LOWE'S HOME IMPROVEMENT CORPORATE Wilkesboro, NC September 2013 - January 2015

ITSM Analyst Knowledge & Quality

Review recorded calls to ensure a high level of quality and to evaluate the technical call taking teams performance

Real time side by side coaching for the purpose of process improvement

Perform monthly coaching sessions to address performance issues and assist in improvement

Scheduling and execution of improvement plans for repeat quality issue offenders

Maintenance of the KCS (Knowledge Centered Support) database within the InQuira Knowledge Management system

Review submitted knowledge articles for correctness and quality

Scoring newly submitted articles

Coaching on Knowledge Article quality when necessary

Training Technicians and Analysts in Knowledge Article submission standards

Training and overseeing Analysts on Knowledge Article publication

Provide reporting to call taking teams leadership around their direct reports performance

LOWE'S HOME IMPROVEMENT CORPORATE Wilkesboro, NC June 2012 - September 2013

Support Technician Store PC & Equipment

Provide timely and accurate response to requests for support from Lowes Store personnel

oIncludes requests around Hardware and Software related issues and questions

Assists in resolution of High Impact and Moderate to Low impact recurring technical problems to achieve closure

Effectively resolve store associates issues, while protecting Lowes Assets and upholding company policy

CRG/LOWE'S CONTRACTOR Wilkesboro, NC February 2011 – June 2012

Triage/Password Management Support

Password Management and Resets

Store Associate Problem Resolution

Troubleshooting Skills in Hardware/Software

Basic UNIX/Linux Skills as required for Genesis Environment

Technical Assistance in Accessing Various Databases

Diagnose and Assessment of Customer needs

New Hire Employee Training and Onboarding

Store PC Maintenance and Troubleshooting

Courteous and Respectful Support for Lowe's Store Associates

Maintenance of ColorPro Paint Mixing Machines

Resolution and Troubleshooting Skills in Hardware/Software

Knowledge of Unix Functions and Commands

Training and Support for New Team Members



A.A.S. Electronic Engineering Technology - 8/1990 Honor Graduate

Skills and Personal Attributes


Comfortable collaborating with Stake Holders, Management, and Process Owners for the purpose of clarification and completion of tasks

Experienced in the use of Remedy Digital Enterprise Management Platform for Incident and Work Order logging as well as reporting

Experience using SecureCRT Unix client for troubleshooting and resolution purposes

Familiar with Change Management and Problem Management processes

Trained in KCS Best Practices for knowledge base creation and maintenance

Proficient in the use of InQuira as a Knowledge Management tool

oSkilled in knowledge article creation and publication

oAble to train analysts in the use of the InQuira tool

oExperienced in evaluating analyst performance in the use of the knowledge base

Able to create and maintain reports within SAP Crystal Reports Business Intelligence Software using SQL formulas to pull data from various databases

Utilize Microsoft Excel to create spreadsheets for presentation to leadership

Able to create quality Business Requirements Documents using rough draft data requests

Ability to troubleshoot issues using web based tools

Familiar with the Active Directory authentication and authorization mechanisms


Professional and Reliable

Team Player and always willing to assist others

Able to work with minimal supervision

Excellent Work Ethic and Habits

Excels to achieve Goals

Excellent Training Skills

Fast Learner

Adaptable in a Fast-Paced Environment

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