Management Customer Service
Resume:
Hill, Mark B
**** ******** *****, **********, ** 67502 620-***-**** *********@***.***
Objective
Seeking a position to provide client infrastructure support by participating in application, infrastructure, security and OpEx initiatives and support activities as needed relating to site infrastructure that requires physical on-site presence, interaction with site personnel and/or expertise about site-based IT systems.
Experience
IT Analyst – Eaton Corporation
May 1998 – May 1999 – Contractor
May 1999 – February 12, 2018
Microsoft Operating Systems and Office Suites
Lotus Notes R5
Endpoint Devices – PC, Laptop, Mobile Devices, PC Peripherals
Other IT Infrastructure (working knowledge) – network, servers, storage, phone systems
Deployment, configuration and 2nd/3rd level support of mobile devices, printers, PC/laptop hardware, PC/laptop operating system and standard productivity software for internal IT users at locations within a geographic Zone.
Provided remote customer service and support for western half of the U.S.
Remote Tools – SCCM Remote, Windows Computer Management, AT&T Webex, Microsoft Communicator.
Use of ticketing system (Remedy) and meeting Service Level Agreements
IT Service Management (Remedy) - Asset Management, Incident Management, Request Management, Problem Management and Change Management.
ITIL Foundations certified
Additional responsibilities, also performed with minimal supervision of a supervisor or senior peer, include the following:
Provided “smart hands” and eyes support for other infrastructure located outside of the Data Centers on behalf of the Infrastructure SME teams.
PC Lifecycle Management, including Provisioning, Asset Management and Disposal and also assisted with disposal of other infrastructure assets.
Site IT DR Plan and Site Profile annual refresh
Participated in IT initiatives that required site-level coordination, communication and/or implementation
Followed standard ITSM processes of Asset Management, Change Management, Incident Management, Request Management, Problem Management and Project Management to serve internal IT users and drive high performance against operational metrics.
Shared information about best practices with internal IT users to increase user satisfaction and productivity.
Site IT DR Plan and Site Profile annual refresh, bi-annual table-top walkthrough of IT DR Plans for Category 2 Sites, and participated in site BCM Workshops for sites within the geographic Zone.
Participated in application, infrastructure, security and OpEx initiatives and support activities as needed related to site infrastructure that requires physical on-site presence, interaction with site personnel and/or expertise about site-based IT systems.
Assisted with support of various site-based IT systems that are not supported by Enterprise IT teams. This varies widely from site to site.
Participated as part of a team related to trouble-shooting and resolution of larger IT System issues. Participated in efforts related to Root Cause Analysis and Problem Management.
Identified opportunities for process and technology improvement
Liaison between IT and internal IT users to drive IT standards and assisted with resolving serious IT infrastructure issues.
Participated in internal audits related to IT processes, procedures and systems.
Influenced IT budgeting, forecasting and spending for SIS and Site IT budgets
References
For Employment Verification contact:
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David Lockard
Site Infrastructure Supervisor – Eaton Corporation
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