Technical Support Information Technology

Mark Chernioglo

**.**********@*****.*** 916-***-****

SUMMARY

Experienced IT professional skilled in technical support and customer service. Proficient in providing first and second-level technical assistance, deploying and configuring mobile devices, and managing IT ticketing systems. Expertise in Microsoft Office Suite, troubleshooting hardware and software issues across Windows and Mac platforms, and documenting procedures for efficient problem resolution. Dedicated to ensuring superior customer satisfaction through clear communication and prompt support delivery. Holds a bachelor’s degree in Cybersecurity and an associate degree in information technology, with ongoing professional development in network security.

Professional Competencies

Bilingual: English and Russian

Virtualization & OS Management: Hyper-V with Windows Configuration, Support & Backup; Install and Configure Rocky Linux and Kali Linux.

Networking: Switching and Routing; Networking Models and Topologies; Install and Configure DNS and DHCP; Remote Access and VPN; IPv4 Subnetting.

Cloud & Security: M365 Concepts, Services, Administration, and Security; Cloud Security; Risk Management Planning.

Directory Services & Scripting: Active Directory Domain Services; PowerShell Scripting.

Database & SQL: Microsoft SQL Server

Protocols & Area Networks: Communication Protocols; Area Networks.

SDLC Methodologies: Waterfall

Experience

SUPPORT SERVICES TECHNICIAN – DFA (DAIRY FARMERS OF AMERICA) NOV 2022 – APR 2023

Responded promptly to user inquiries regarding computer software or hardware operation.

Responsible for reviewing, logging, and resolving IT related queries

Answered Internal and External Calls / Emails and providing timely responses in a professional manner that leads to superior customer satisfaction.

Documented information technology documentation and procedures for problem resolution.

Performed mobile phone and Telework Device deployment and configuration.

Provided remote assistance using remote desktop tools such as TeamViewer.

TECHNICAL SUPPORT SPECIALIST – SINCERI SENIOR LIVING OCT 2021 – NOV 2022

Mastered all job responsibilities within one month of training initiation.

Successfully instructed new employees on technical support processes and procedures.

Resolved diverse issues on Windows, Mac, and applications following product specifications.

Swiftly acclimated to a newly implemented ticketing system within initial months on site.

Provided efficient on-site and remote support for hardware and software issues.

Configured multiple accounts and roles for both regular users and C-level executives using Active Directory (AD).

INFORMATION TECHNOLOGY TECHNICIAN – COSUMNES RIVER COLLEGE 2017 - 2020

Provided First and Second level technical computer support

Supervised lab equipment and facilities, keeping records of equipment, lab supplies, and maintained cleanliness of lab

Provided users assistance by demonstrating proper use of equipment and how to use hardware / software

Conducted basic troubleshooting when appliances and desktops underperformed.

Alerted Supervisor for arrangement of repairs when in need.

INFO TECH ASSOCIATE– GOLGOTHA MISSIONARY CHURCH 2017 – 2021

(Volunteer)

Operated sound board and streaming services

Tested Visual and Sound Elements for compatibility with equipment

Maintained and repaired hardware, software, printers, laptops, and desktops.

PROFESSIONAL PROJECTS

PHISH EMAIL MONITORING – DFA SSL

-Analyzed network traffic data, system logs, intrusion detection alerts and other sources to identify potential security issues as well as prevented phishing attacks from reaching maximum threat by capturing the malicious emails early and properly training users on how to recognize such emails.

AGENCY IPHONE REFRESH PROJECT – DFA SSL

-Refreshed/upgraded agency mobile devices. This includes IOS version testing, as well as providing user orientation. Created and updated procedures and how-to guides for both IT staff that assist with deployment, and agency staff that operate the devices.

EDUCATION Graduated: 2022

COSUMNES RIVER COLLEGE – SACRAMENTO CA

-Associate of Science in Information Technology and Info Systems Security

CLARK COLLEGE – VANCOUVER WA

-Bachelor of Applied Science in Cybersecurity

CENTRIQ IT SCHOOL – KANSAS CITY MO

-Certified in CompTIA Security+ and MS900

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