Mark Stanton

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

Rochester Hills, MI

248-***-****

ad4ln2@r.postjobfree.com

QUALIFICATIONS

• Extensive technical experience troubleshooting computer equipment, managing workflow, and resolving issues in a variety of different IT environments.

• Worked as a Supervisor for a team of technicians at a 24/7 - 365 Tier 1 Data Center.

• Wrote and maintained knowledge base documentation used by a global helpdesk to assess, troubleshoot, receive/route or resolve tickets.

EMPLOYMENT HISTORY

Dispatch and ATM Helpdesk Associate 08/03/23-01/26/24

Cornelius Systems, Clawson MI

• Received phone calls for financial equipment service requests and dispatched as needed.

• Resolved retail ATM issues by troubleshooting with the customer and dispatched a technician as needed.

• Assisted the parts department with identifying and ordering needed parts to resolve tickets.

Service Desk Technician 11/2022 - 04/2023

Centergrid, Hamilton, OH (Remote Position)

• Service technician responsible for answering calls and resolving tickets and issues for 9 seperate accounts in healthcare, retail, and administrative positions.

• Cisco / Remote Desktop / VPM troubleshooting and high level of first contact resolution.

Technicial Support Specialist & Supervisor 12/2018 - 07/2022

Managedway, Troy MI

• Maintain and monitor all on-site and remote devices for alerts and ensuring network up-time.

• Responsible for training new techs and writing standard operating procedures.

• Answer client help desk tickets and perform troubleshooting on all types of server hardware and accessories.

Knowledge Base Specialist 11/2015 - 9/2018

Stefanini / Alcoa / Arconic, Southfield MI

• Maintain global knowledge base articles for Alcoa and Arconic companies.

• Worked directly with on-site local support at several locations throughout North America, Europe, and Australia to write and improve help desk troubleshooting documentation.

Support Technician 08/2015 - 11/2015

Stefanini / Alcoa, Southfield MI

• Remote desktop troubleshooting experience.

• Solved issues or routed tickets to resolver groups in a timely fashion.

• Experience working critical tickets on high value production centers across the United States.

EDUCATION

High School – Computer Science

Madison Heights Bishop Foley, MI

College – Computer Support

Oakland Community College, Royal Oak MI

REFERENCES:

Company: ManagedWay

Max Bartley - 248-***-****

Company: Stefanini

Pam Smith - 800-***-****

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