Mark M. Temple

*** ***** ****** **. **

Corydon, IN 47112

H:812-***-****

C:812-***-****

ad1r1q@r.postjobfree.com

EXPERIENCE

*/**** ** *******

FlipDaddys of Corydon, IN

Opening Line Cook.

8/2018 to 2/2023

Birch Communications/Fusion Connect Atlanta, GA remote

Tier 2 Cloud Services Support Tech/Fusion Works VOIP Tech

Work submitted tickets and take inbound calls for Host Cloud Services. Update, modify or create DNS records. Update or create firewall policies for Hosted Cloud servers. Cloud server support. Email support for 2013 and 2016 Exchange server as well as legacy Squirrel Mail. Server backup support. Mozy/ Carbonite backup support. Weekend rotation on call support (currently every 6 weeks). Travel to Data Center as needed for physical server reboots and repairs. VM working knowledge. Remote access VPN setups. Build, modify and troubleshoot Cisco, Polycom, Yealink, Panasonic, Cisco ATA's as well as soft phones including Cisco WebEx on Broadworks platform. Build, modify and troubleshoot call flow. Dispatch field techs as needed. Engage with higher level Techs to get issues resolved quickly.

6/2015 –8/2018

West IP Communications Louisville, KY semi remote

VOC Tech CE1/Fulfillment/Dedicated Ticket Worker/Lead Tech

Build, modify and troubleshoot Cisco IP phones on multiple platforms. Build, modify and troubleshoot call flow of multiple platforms. Take inbound calls to assist clients in accounts and site builds. Take over escalation and high priority tickets for quicker resolution. Train users and troubleshoot proprietary software. Working knowledge of Cisco CUCM(Call Manager) supporting over 150 servers. Cisco Unity server working knowledge. VOSS(CUCDM) interface working knowledge. Presence Server working knowledge. Broadsoft M6 platform working knowledge. Cisco Jabber working knowledge. Internal support for voice related issues. Fax over Ethernet support including Cisco ATA’s, Sipura’s and VG series devices. Dispatch techs as needed. Bulk loaded users, phones and accounts for large customer build outs. Contact and open tickets with carriers for 1FB related issues. Assisted Lead Techs as a Dedicated Ticket Worker with the call takers on the floor for faster resolution. Nest new hires to bring them to a standard knowledge of the products that are supported. Assist call takers with higher level issues, take over difficult calls to defuse the situation. Participated in Voice Engineer support windows to assist the VE for quicker resolution. Participate in bridge calls to resolve multiple issues for high priority customers. Engage with higher level Techs to get issues resolved quickly. Manage customer tickets to make sure they are being addressed in a timely manner.

12/2013 to 4/2015

RGIS Inventory Louisville, KY

Inventory Auditor, Inventory Store Supervisor, Mapper/Surveyor.

Inventory Auditor counting product in various stores. Inventory store supervisor running audits with 2 to 30 auditors. Mapper/surveyor building architectural maps and taking photos of stores. Merchandising.

2/2005 – 10/2013

Indigo Olive Software Louisville, KY remote

Technical Support Manager

Provide Tier 1 and 2 technical support for end users and enterprises regarding software and wireless connectivity to their smart phones, PDAs or desktop/laptop PC’s. Manage internal office network. Provide IT and software support for offsite employees. Perform pre-release software testing on handhelds and pc's. Designed and sent out customer surveys and yearly company policy updates. Provide administrative support for company sales force.

4/2002 – 11/2004

Noment Networks/Fusion Broadband New Albany, IN

Network Analyst/Customer Service Manager/Office Manager/Account Manager

Troubleshoot network connections. Sign up new customers. Setup email accounts. Browser Support. Noment hosted web page support. Basic billing support handling credit cards and other billing issues. Track phone records of incoming and outgoing calls. Support via email. Router support. Video support. Support emails. Cable modem support. Cisco LRE and switch support. Tut Modems DSL support. Manage call center staffing of 7 techs and answering service as well as NOC staff. Manage call center policies. Property Management point of contact. Direct contact with site techs for quicker resolution. Admin support for executive team as needed. Vendor contact for call center related equipment and services. Managed daily office functions including supplies and schedules. Inventory control for onsite and offsite equipment. Student move in coordinator (Onsite at the properties).

8/2000 - 4/2001

Darwin Networks Louisville, KY

IT Help Desk

Troubleshoot network connections. Setup email accounts. Repair of internal pc's. Loading of OS and accessories for internal pc's. Answer any IS related questions. Support Microsoft Office Managing employee accounts. Laptop support. Support for Darwin's customer database. Telecommunications support. Setting up dial-up accounts for employees. Support for off-site employees. Maintained Active Directory for employees.

5/2000 - 8/2000

Manpower Professional Louisville, KY

Call Center Analyst/IT Help Desk

Troubleshoot network connections. Setup email accounts. Repair of internal pc's. Loading of OS and accessories for internal pc's. Answer any IS related questions. Support Microsoft Office Managing employee accounts. Laptop support. Support for Darwin's customer database. Telecommunications support. Setting up dial-up accounts for employees. Support for off-site employees.

3/2000 - 5/2000

Interim Personnel Louisville, KY

Computer Technician

Repair of Gateway, Compaq, Dell laptop computers. Quality Control of laptop computers sent back to the end user. Salvage of used laptop parts. Refurbish of Handspring Visors. QC Tech for outgoing repairs.

12/1999 - 2/2000

On-Site Commercial Staffing Louisville, KY

Troubleshooter/Repair Technician

Repair of Compaq notebook computers. Evaluate hardware and software to be repaired for Compaq notebook computers.

7/1999 - 11/1999

Frito-Lay of Louisville Louisville, KY

Packaging Technician

Packaged materials and products manually. Labeled containers, container tags, and products. Inspected materials, products and containers at each step of packaging process.

7/1997 - 7/1999

Frito-Lay of Hawaii Aiea, HI

Purchasing Manager/Sanitation Technician/Hazmat Coordinator

Reviewed requisitions. Maintained plant downtime records and produced reports for Technology Manager. Conferred with vendors in order to obtain product information, such as price, availability and delivery schedule. Selected products for purchase by testing, observing and examining items. Determined method of procurement, such as direct purchase or bid. Restructured and improved purchasing methods for the Hawaii site. Reviewed bid proposals and negotiated contracts within budgetary limitations and scope of authority. Maintained procurement records, such as items and services purchased, costs, delivery, product quality, performance and inventories. Approved invoices for payment. Coordinated and oversaw hazardous chemical inventory. Actively participated in various safety programs. Maintained preventive maintenance records. Coordinated various plant projects. Direct administrative support for plant resources. Direct Sanitation and Maintenance support. Inspected products and equipment for conformity to federal and state sanitation laws and plant standards. Sanitation of packaging and processing equipment. Administrative support for Product Safety Coordinator.

EDUCATION 6/1995 ITT Technical Institute Norfolk, VA

Associate Degree: Electronic Engineering Technology

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