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Customer Service Engineer

Colorado Springs, Colorado, United States
December 25, 2015

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Mark Powell

**** **** **** *****, ***.****

Colorado Springs, CO 80918


Desktop Support / IT Technician


Proven ability to present a professional image both over the phone and in person.

Quality focused IT professional with 15 years of experience in IT Help Desk and Desktop Support.

Strong aptitude for multitasking in fast paced environment while maintaining a strong focus on quality.

Dependable and friendly person with excellent communication skills and a trusted problem solver.

Excellent technical writing skills, author of two Industrial Hydraulic Catalogs and an Email Retention & Disposition Guideline with a Peer Review by the Director of UNC School of Government.

User Access Request (UAR) system developer considered by head of Xanterra Security at corporate office in Denver to be the most PCI compliant system within all Xanterra Parks and Resorts.


Helpdesk Support

Migration and OS Upgrades

Remote Assistance

Installations and Upgrades

Laptop and Desktop Support

Local and Network Printers

Network Connectivity

Handheld PDA Devices

Problem Identification

Remote Desktop

Testing and Troubleshooting

Windows 7, Office 2010


University of North Carolina at Chapel Hill

Bachelor of Arts Degree in Economics with Concentration in Speech Communication

Durham Technical Community College

Associate Degree in Electronic Engineering Technology


Microsoft Certified Systems Engineer - MCSE in NT 4.0

Microsoft Certified Professional + Internet

Computer Technology Industry Association A+ Service Technician


DataStaff, Inc. working at NC Department of Transportation (Contract position) April 16 to July 10, 2015

Desktop Support

•Moved from Wyoming to NC to move my dad into assisted living, but took this temporary position

•Imaged PC’s and laptops, joined to Domain, installed numerous programs such as SAP, HEAT, Microsoft Office, Visio, Lync and various patches

•Saved user data on prior computers such as Contacts, Desktop, Favorites, My Documents and/or used Easy Transfer Tool to deploy new computers, copying files, setting up Outlook and network printers

•Supported users with Windows 7 operating systems and Microsoft Office Suite

•Troubleshot many types of issues including Outlook, Internet, printer, driver and hardware issues

Xanterra Parks and Resorts, Yellowstone National Park May 2011 to January 2015

IT Technician

•Direct in-person support for users in General Accounting Office, Mammoth Hotel / Front Desk & Housekeeping, Dining Room, Employee Dining Room for both software and hardware issues on PC’s, Thin Clients, printers, Windows 7, Office 2010, FoodTrak and Mainframe.

•Managed over 970 computer users in Active Directory at Yellowstone National Park at all locations.

•Used Remote Assistance and Remote Desktop Support to troubleshoot remote user issues throughout Yellowstone National Park for employees in multiple departments including Administration, Campgrounds, Food & Beverage, Maintenance, Marketing, Lodging (Front Desk, Housekeeping & Campgrounds), Operations, Personnel, Recreation Reservations, Retail, Support Services, Sustainability, Transportation, Vending and Warehouses at all locations including: Canyon Village, Gardiner, Lake Hotel, Lake Lodge, Lake Hotel, Old Faithful Inn, Old Faithful Lodge, Old Faithful Snow Lodge, Marina, Roosevelt Lodge and various campgrounds.

•Developed detailed User Access Request (UAR) system with job-specific templates for 705 positions throughout Yellowstone National Park.

•Excellent understanding of Windows 7 operating with advanced skills in Office 2010 including Excel, Word and Outlook.

•Troubleshot mainframe issues on a daily basis including device resets, printer issues, thin client connection issues and work active system issues.

•Responsible for creating profiles and coordinating computer access for all Active Directory network permissions including FoodTrak (food and beverage software), AS400 (mainframe), LMS (lodging), Kronos (time-clock), Lawson (legal software), and Service Requests (maintenance) for 970 users.

•Work with Directors, Assistant directors, and authorized signers for proper authorization on all computer systems’ permissions and enforcement of PCI compliance.

•The User Access Request (UAR) system has position-specific Excel templates that include all access to computer systems and permissions throughout Yellowstone. The folders and files are non-changeable and restricted to authorized signers and preparers.

Software Installation Proficiencies

AS400 Mainframe, Azteca Cityworks - Operations GIS based software, Cisco VPN – Remote connection software, Cogsdale Customer Service Management & Report Printer- Customer service & billing software, Datastream MP2 - Maintenance software installation, ESRI ArcGIS - Engineering and Operations software installation, FoodTrak - Food and Beverage software, Infrastructure Technologies IT Pipes - Software and hardware support for PC in mobile van, Intellution SCADA -Water plant and waste water plant operation software, Itron MVRS - Meter Reader software; implemented remote-read handhelds, Kronos - Time-clock software, LMS - Lodging software, Microsoft Dynamics GP 10 - Finance software and Customer Service Management (CSM).

Orange Water and Sewer Authority (OWASA), Carrboro, NC (9 1/2 years) Nov. 2001 to April 2011

Information Services Technical Specialist

•Supported over a hundred users in six buildings at four locations.

•Was responsible for software and hardware installation, configuration, deployment and problem solving for all departments.

•Created end user profiles, assigned securities and performed general troubleshooting.

•Provided application support and user training for myriad of different software.

•Principle buyer for majority of IT purchases including computers, laptops and peripherals.

•Developed Email Retention and Disposition Guideline with a positive Peer Review by the Director of UNC School of Government and OWASA’s corporate attorney and then trained all employees.

•Researched, organized, purchased, and coordinated installation of two public address systems and an interactive Smart Board located in the Engineering Conference Room.

•Had primary responsibility for Itron MVRS system that tracks water meter readings, uploads information to the billing system and also Microsoft Dynamics GP and Customer Service Management

•Provided multimedia support for overhead wireless projectors, wireless laptops and VPN.

•Led radio-reads project allowing wireless remote reading of water meters.

•Assisted with implementing Voice Over IP phone system and supported handhelds and smartphones.

•Principle contact for phone support: IP LAN lines, analog/data lines, fax, lift stations, pump stations.

•Primary contact for communications support with ADT, AT&T, Century Link, USA Mobility, Verizon.

Spherion, Raleigh, NC at GE Capital Mortgage Oct. 1999 - Nov. 2001

Desktop Support Technician

•Team Leader of NetWare removal project involving 550 workstations at GE Capital Mortgage.

•Token Ring to Ethernet conversion team converted and re-configured 550 workstations.

•Extensive experience in LAN network problem solving.

Student with "The Computer Lab", Morrisville, NC Oct. 1998 - June 1999

Full-time Student

•Certified Novell Engineer (9 tests)

•CompTIA A+ PC Tech (2 tests)

Separation Technologies (ST), Cary, NC (six years) May 1992 - July 1998

Technical Assistance Manager & European Coordinator, Regional Sales Manager (promotion)

•Provided technical assistance for over a hundred industrial hydraulic filter distributors

•Principle contact for all international associates in France, UK and Belgium.

•Represented ST at Hanover International Trade Show with Chief Engineer.

•Technical writer of two 100-plus page industrial hydraulic filter catalogs and a dozen product brochures.

•One of only five (out of 34) employees chosen to help transition ST from Cary to Nashville, TN.

•Promoted to Regional Sales Manager in 1996; managed 50 distributors in over 100 locations.

•Worked with owners, presidents, general managers, engineers, technicians, field reps and customer service.

Technology Leaders, Medina, OH Sept 1990 - May 1992

Sales Engineer

•National Sales Person of the Year out of fifteen sales reps first year.

•Sold a half-million dollar repair contract for repair of the USS Enterprise naval carrier steering pumps.

•Achieved one million dollar sales in industrial-hydraulic repairs first year.

Rammax, Durham, NC Aug 1989 - Sept 1990

Electronic Technician

•Transmitter and receiver troubleshooting for construction site compactors.

UNC at Chapel Hill, NC 1987 - 1989

Full-time Student - Majored in Economics with concentration in Speech Communication

Sperry Corp, Durham, NC 1979 – 1987 Avionics Electronic Technician

Gained top seniority after 8 years and handled first officer and captains longitude, latitude, attitude comparison monitors for numerous airlines with federal inspection oversight

Also, worked on electronics for Challenger spacecraft

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