Mark Mackey

**** ********** ****

Shaker Hts., OH 44122

216-***-****

acxo1c@r.postjobfree.com

A highly knowledgeable Technical Support Analyst with proven ability to effectively manage and achieve business objectives. A self-starter with a strategic vision and team oriented approach. Demonstrates talent for analyzing network performance indicators to generate new ideas and improve efficiency and effectiveness in a LAN environment. Highly adaptable to ever changing circumstances while maintaining focus on delivery of end results. Studying to obtain the following certifications: CCENT, CCNA and CCNA Security.

EDUCATION:

Cuyahoga Community College - Cleveland, OH - July – November 2015

Studied Cisco Networking Systems

Certificate of Completion: CCENT, CCNA, and CCNP

ITT Technical Institute - Warrensville Heights, OH – Graduated September, 2013

3.0 GPA - Associate of Applied Science: Computer Networking Systems

Emphasis in Cisco 2900 Routers

SKILLS:

Administrative support

SOP, Supervisory experience

CCNA, CCNP, Computer Networking,

VPN, VM Ware

Desktop support, Upgrades

Tech Support Specialist

Microsoft Office Suite, SharePoint, Windows

HIPAA Compliance Training

Contracts, client documentation

Critical Thinking

APPLICATIONS:

My Soft ticketing system

Allscripts EMR

Windows Servers 2008

Athena

PuTTY

Track It

Team Viewer

Cisco Any Connect

Epic EMR

CERTIFICATIONS:

Digium Certified Sale Support Professional

Digium Certified Sale Support Engineer – Cloud

Digium Certified Phone Support Engineer – Cloud

Xirrus Certified Wireless Technician - XCWT

EXPERIENCE:

Network Specialist

May 2016 – Current

Vista IT Systems

Akron, OH

Setup, configuring and troubleshooting of Cisco and HP network equipment

Configure and install network equipment including firewalls, routers, switches, bridges, servers, and related hardware

Domain-wide monitoring of assigned network equipment and associated hardware, LAN/WAN throughput and optimization, converged plant-wide Ethernet design and implementation

Xirrus wireless configuration: POE, controller-based configuration and control, and wireless surveys of clients network using N-able monitoring tool

Oversee the installation of voice and data cables and wireless arrays

Continued customer support with the client about their needs and recommend upgrade or new equipment

Desktop support which includes but not limited to establishing user accounts and access privileges, troubleshooting system errors, internet access problems, printer errors, and Virtual Private Network (VPN) accessibility

Trains end-users on the use and features of Windows 7 and 10 operating systems and the Microsoft Software Package

Works with vendors to resolve hardware operating system issues i.e. private branch exchange (PBX) for the phone system

Purchase and maintain in order generation for IT related equipment, supplies and services

Setup and maintain Phone and fax system administrations

User accounts and access privileges administration and management

Maintain tracking system for hardware inventory

Software Support Analyst

February 2016 – May 2016

Stanley Staffing

Oracle

Solon, OH

Provide a single point of contact for the customer call or ticket issue by email

Diagnose and determine if is a technical hardware or software issues

Insert the Service Request into the Ticketing System and track all times spent to collect the information necessary to solve the issue

Research a solution using Oracle Knowledge System

Log all information pertaining to the issue or incident before escalating to the Help Desk 2nd Level Team

Maintain good relationships with customers, communicating with customers during the incident process to ensure that they are kept informed of progress and alleviate any stress or concern caused by the issue

Take ownership of calls and monitor through to resolution, including tickets escalate to the Help Desk 2nd Level Team or 3rd Party Partner

Network Specialist

August 2014 to February 2016

Finer Network Solutions

Shaker Hts., Ohio

I have detailed knowledge of IT principles, methods, practices, topology, and protocols

Help Desk support, documents issues, actions taken and solutions

Configured and installed, desktop computers, laptops, printers and VOIP telephones

Configured and install network equipment including firewalls, routers, switches, bridges, servers, and related hardware

Configured operating system and troubleshoot connectivity problems

Assisted with configuring mobile devices for network access

Maintained Active Directory computer and user accounts

Performed Back-up and Recovery of clients systems

Backed-up and recovered clients networks

Performed basic internet server maintenance

IT Desktop System Administrator

May 2014 to August 2014

Staffing Solutions

University Hospitals

Cleveland, Ohio

HIPAA Compliance Training

Installed, configured, upgraded, maintained and supported desktop systems based on customer service requests

Interface with other platforms on computer hardware and software

Developed preventive maintenance procedures to avoid system failures

Set user access rights and permissions

Create VPN accounts for users

Performed data center and network related tasks as assigned by Supervisor

Troubleshot technical issues and escalated complex problems to appropriate support teams for resolutions

Helped reduce call waiting time from 30 minutes to 3 minutes

Implemented a call back system to ensure all issues are resolved

Help Desk Technician

October 2013 to March 2014

Am Trust Financial Services

Cleveland, Ohio

Password resets for various proprietary software.

Remotely accessed user's computers to do desktop support.

Experienced in Track It ticket system.

Setup meeting with users to do follow up on ticket then consults with Technicians to get issues resolved.

Resolve Windows issues with end user.

Remote access EU computer using Team Viewer to resolve any desktop issues

CNC Programmer Machinist

December 2012 to October 2013

Hamilton Mold and Machine

Euclid, Ohio

Programmed and setup Okuma LB 3000 Lathe

Performed first article inspections

Machinist

March 2011 to December 2012

Element Material Testing Labs

Cleveland, OH

Used basic mathematical and geometric computations to setup and operate Lathes (CNC and Manual) and Blanchard

Trained new employees on the operation of the Lathes and Blanchard

Secondary IT technician; basic tech support issues

Call Center Representative

August 2010 to January 2011

Staffing Solutions

City of Cleveland Water Department

Cleveland, OH

Answered questions and resolve problems based on Standard Operating Procedures (SOP) of the Division of Water

Researched discrepancies on customers' accounts

Forwarded calls to appropriate department per SOP

Customer Service Representative

October 2009 to June 2010

Staffing Solutions

Lockheed Martin

Cleveland, OH

Effectively assisted retirees, annuitants or other interested parties with questions pertaining to correspondence

and banking information changes, tax information, beneficiary information, Survivor Benefit Plan, missing

payments and pay calculations

Answered questions and resolve problem based on policies and procedures of Department Of Defense Retired Pay Manual and Standard Operating Procedures

Reviewed retirement documentation for correct authorizations and validity and supporting documentation have been submitted

Performed basic office duties relating to administrative support functions

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