Mark A. Cregger
**** ********** **** *******, ** 28613 828-***-**** ac3h2b@r.postjobfree.com
Profile
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
Education
SOUTHWEST VIRGINIA COMMUNITY COLLEGE - RICHLANDS, VIRGINIA
A.A.S. Electronic Engineering Technology - 8/1990 Honor Graduate
Skills and Personal Attributes
Skills:
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
Character:
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