Information Technology Manager
Resume:
Mark Theis
Phone: 715-***-**** Email: ****.*****.***@*****.***
https://www.linkedin.com/in/MarkTheis/en
INFORMATION TECHNOLOGY MANAGER
Extensive background in customer service management, including more than 20 years in the customer service industry, while being dedicated to customer satisfaction, reliable service, and Service level adherence.
Extensive full service management experience, including on and off boarding, performance evaluations, compensation adjustments, service line matrix’s, Sub-contract and contract negotiation, budgeting, asset management, etc.
18 years in the Information technology field, having performed multiple roles within the industry from cable installer to web site creator, from entry level PC Service tech to Senior System Administrator, as well as project management and District Management.
CORE COMPETANCIES
Manage performance to achieve expected results.
Defines objectives and strategies to meet customer requirements and organizational goals and objectives.
Identifies the costs, benefits, risks, and chances for success, while making a decision.
Identifies and addresses areas of weakness that may affect organizational performance.
Champion for change.
Asset management
Accountability
Continually stresses accountability and continuous improvement.
Multiple Microsoft Certifications including MCSE, MCSA, MCP, MCTS
CompTIA Security + Certification
Uses a win-win approach to resolving conflicts or conducting negotiations.
Open to others' ideas and opinions even when they conflict with my own.
Develop, plan, and follow through on change initiatives.
Facilitate groups or teams through the problem-solving and creative-thinking processes leading to the development and implementation of new approaches, systems, structures, and methods.
Compares data from different sources to draw conclusions, and Modify decisions based on new information when appropriate.
Active Secret Security Clearance
Provides timely guidance and feedback to help staff accomplish a task or solve a problem.
Provides guidance in how to strengthen knowledge and skills to improve personal and organizational performance.
Use appropriate writing style consistent with organizational guidelines and norms by tailoring writing to effectively reach the intended audience.
Always demonstrate a willingness to share ideas and perspectives and encourage others to do the same.
Delegation
Demonstrates an ability to control and filter emotions in a constructive way.
Microsoft Office Proficient
Remedy ticket management System Proficient
Professional Experience
Lockheed Martin Corp.
District Manager/Supervisor at US Army Corps of Engineers June 2008 to present
Customer and Product Support
Work with End User Support management to appoint staff to required roles in the support team; including taking ownership of incident and request assignments when need dictates.
Accountable for the operational management of incident, request, knowledge and problem management processes in their team.
Establish work with the IT Process Owners to plan, coordinate and continually improve all appropriate process activities.
Ensure all related process activities are executed throughout the service lifecycle.
Ensure incidents and requests are resolved, tracked
Monitor support queues to ensure incidents and requests are assigned to team members and addressed to meet or exceed technology support service level agreements
Assist with training of new team members
Participate in service staff team meetings; bring and present on challenges and solutions
Research and participate in relevant training opportunities and resources to stay current on technology support technologies and industry developments
Lockheed Martin Corp.
Sr. System Administrator/Team Lead at US Army Corps of Engineers May 2007 to present (concurrent with above)
Create, Manage, and monitor Active Directory users, groups and computers
Upgrade, update server software and hardware
Monitor and comply with DoD standards IAVA’s,
Set and maintain ACL for server and workstations.
Monitor and maintain print server, set print queues.
Monitor, create, and maintain group policies.
Keystone Computer Solutions
PC Support Tech Level II and Level III at US Army Corps of Engineers Aug 2005 to May 2007
Back up Team Lead
Provide local and remote desktop support via Microsoft's SMS, RDC, Bomgar, etc.
Train and support users in use of Software, Hardware, and Peripheral
Support custom Federal and ARMY local and network applications as well as COTS Software
Keystone Computer Solutions
Workstation Support Analyst Lead at 3M Corp July 1999 to Aug 2005
• Back up Team Lead
• Provide local and remote desktop support via Microsoft's SMS, RDC, Bomgar, etc.
• Train and support users in use of Software, Hardware, and Peripheral
• Support custom 3M local and network applications as well as COTS software.
Startech Computing, Inc.
Support Technician/ Lead Network Cable Design and Install/Webmaster January 1997 to June 1999
Systems specialist, onsite and in-house PC repair
Provided secondary duties as AP, AR, Purchasing of parts and equipment
Network Infrastructure, Cabling, and Design
NT 4.0 Server, Novell Server Admin
Website Design
Treasure Island Casino and Hotel
Facilities Maintenance/Customer Service/Food Service/Custodial Services July 1992- November 1996
Maintenance technician 1992 -1993
Supervisor Customer Service 1993 -1994
Supervisor Employee Food Service 1994 -1995
Supervisor Custodial Services 1995 -1996
Education
Colorado Tech University Colorado Springs, CO
Bachelors of Science Business Management (2012 - 2017)
Red Wing/Winona Technical Collage Red Wing, MN.
Certificate –Business Management (1995 - 1996)
Community College of the Air Force
Business Management (1984 - 1987)
Personal References
Bryan Pratt Division Manager, Lockheed Martin ACE-IT 601-***-****
Paul Boolos Deputy Division Manager, Lockheed Martin ACE-IT 601-***-****
Shannon Bauer, Chief PAO, St. Paul District USACE 651-***-****
Kirby Bauer, CIRT, US Army Corps of Engineers, ACE-IT 651-***-****
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