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Desktop Support Manager

Baltimore, MD
January 14, 2020

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Mark E. Truelove

* **** **** ******, *********, MD, 21218



Desktop Support - Help Desk - IT Specialist - Technology Support - Team Leader

Provided tailored support for 70 local/remote employees, managed assets and represented strategically

Launched Paperless Medicare Billing – Initiated HIPAA Compliance – Built SID Securities Portfolio App

Enabling computer users to produce their best results with the least amount of effort, securely and responsibly.


October, 2010 – May, 2019. Bridge Funding Group, Inc. (a BankUnited company), Hunt Valley, MD.

Information Technology Manager

Delivered enterprise support resources to the local business unit on the network and at the desktop.

Expanded support to 25% of the workforce operating from individual remote offices across the U.S.

Exceeded 99.98% client uptime through challenging periods including transitions to new desktop OS

Orchestrated corporate policy compliance with 70+ Bridge Funding employees. Demystified IT requirements with individuals and achieved end user buy-in

Streamlined incident response, being the first point of contact for the local business unit

Contributed desktop, systems, network and planning services to corporate IT, providing insight into the local business and aligning local behavior with the corporate vision.

January, 2009 – October, 2010. Butler Capital Corp., Hunt Valley, MD.

Information Technology Manager

Provided multi-tier support for a SMB franchise finance company.

Employed automation and scripting to replace manual processes wherever feasible.

Coordinated third-party services in a local support role.

Provided infrastructure and standard application support as well as change management and

reporting for industry-specific finance and workflow applications.

August, 2004 - September, 2009. Independent Consultant. Example assignment from September, 2009.

Information Technology Consultant, Hartman Business Technology, Elkridge, MD.

Provided transitional IT support for a client company after their last remaining IT employee resigned.

Recovered and delivered IT controls, accounts and knowledgebase to management for handoff to future IT personnel

Maintained 23 MS 2003-8 server platforms and supported 35 local and 105 remote clients during this assignment.

August, 2004 - September, 2009. Independent Consultant. Example assignment from August, 2004.

HIPAA Security Consultant, Mindbank Consulting Group, Reston, VA.

Compared existing security policies for DoD, NIST, VA and the Navy Bureau of Medicine and Surgery with emerging HIPAA security requirements.

Identified existing compliant practices to reduce the requirements for redesign and additional training.

November, 2001 - July, 2004. Visiting Nurse Association of Maryland, Baltimore, MD.

Director of Information Services.

Coordinated VNA technical staff activity with the vision of the senior management team.

Successfully implemented HIPAA privacy, billing and security compliance programs.

Launched the eForms paperless billing system for CMS (Medicare) billing, eliminating the document scanning process and reducing receivable days by more than 80%.

January, 1998 - November, 2001. Visiting Nurse Association of Maryland, Baltimore, MD.

Additional Roles.

Provided system administration services to the VNA independently and contractually

Hired as Application Developer in 1998, later promoted to Senior Application Developer (of three).

Programmed and supported proprietary patient visit data collection applications for 200 company desktops and 250 nurses in the field.

January, 1984 – April, 1997. Additional engagements in the Maryland and Virginia areas.

Independent: LAN Integration Consultant

IDC Government, Inc.: Information Systems Manager

Computer Station of Timonium: Systems Consultant

Emerging Growth Partners: Systems Manager


Actively practicing CompTIA Linux+ use cases

ITIL Foundation V4 AXELOS

Project+, Security+, A+ CompTIA

Information Systems University of Maryland, Baltimore County

Business/Finance University of Baltimore

Computer Science Community College of Baltimore

Keywords: ITIL v4 Foundation, IT liaison, Landesk, Windows Server, Exchange, Microsoft sql server, Citrix Metaframe, Vsphere ESX, Vmware Workstation, vcenter, windows xp, windows 7, windows 8, windows 10, windows workstation, active directory, update services, cisco, avaya, asa communication manager, audix, voicemail, routers, switches, phones, sharepoint, iis, wsus, blackberry enterprise server, word, excel, powerpoint, Microsoft Project, outlook, publisher, visio, microsoft office, courion, heat, servicenow, dos, DNS, SFTP, DHCP, SMTP, ghost, google apps, HP, Dell, HTML, group policy, local policy, sccm, intune, print servers, systems administration, Mark Truelove, Mark E. Truelove, multifunction printers, powershell, on call evening weekend 24x7,. understand technology, integrate, dynamic, diverse, critical thinking, plan, prioritize, organize, performance, efficiency,customer service, customer focused, flexible, team player, track record, work remote remotely, broadband

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