MARK S.

INFORMATION TECHNOLOGY PROFESSIONAL

OBJECTIVE

As an IT Professional, I am seeking the opportunity to obtain a position where I can demonstrate my professional experience and education as an integral part of a progressive organization. In my collective experience to date, I have exhibited capabilities of effective communication, independent problem solving and valuable insights into the needs of organizations.

EDUCATION —

EXPERIENCE

Bachelor of Science

Information Technology

ITT Tech

Troy, MI

KEY SKILLS —

●Admin controls

●Active Directory

●Conflict resolution

●Critical thinking

●Citrix

●Customer engagement

●Data entry and management

●Desktop set up

●Detail-oriented

●Interpersonal communication

●Policies and procedures

●Printers and servers

●Project implementation

●Project management

●Remote connections

●Reporting

●Research and analysis

●SCCM

●Networking

●Service desk

●Service Level Agreements

●ServiceNow

●Team building and leadership

●Time management

●Training and staff development

●Troubleshooting

●Written and verbal communication

HIGHLIGHTS —

●Managed IT service requests, incident management, problem management, event management, outage escalations and IT troubleshooting in addition to provide local on-site support.

●Perform troubleshooting for over 400 local employees

PROFICIENCY —

●Active Directory

●CompTIA A+

●CompTIA Cloud +

●CompTIA security +

●Microsoft Office 2010 & 365

●Microsoft Office Suite

●MS Lync

●Sonic Wall

●VPNs

●Windows Operating Systems

7/2021-Present

Helpdesk

Rivian

●Collaborate with peers and IT partner teams to resolve issues and improve procedures.

●Create and update current documentation of technical solutions, processes and procedures in the knowledge database.

●Keeping SLA for Incidents and Service request above 95%

●Helping users with access to programs

●Admin for Microsoft and Azure

●Active Directory

●Managing users, groups, permissions, and roles

12/2020-7/2021

IT Site Administrator

Harman

●Collaborate with peers and IT partner teams to resolve issues and improve procedures.

●Create and update current documentation of technical solutions, processes and procedures in the knowledge database.

●Keeping SLA for Incidents and Service request above 95%

●Admin for new user creation

●Troubleshooting virtual machine issues.

6/2017—8/2020

Desktop Engineer

ENDO International, Par Pharmaceuticals • Rochester, MI

●Create new users and set up desktops for new employees.

●Demonstrate timely follow-ups and communication to ensure all parties involved are informed and results are completed effectively.

●Interact with users following established processes to resolve issues and requests.

●Maintain asset inventory and distribution.

●Make recommendations on updating equipment configuration.

●Perform imaging for new PCs.

●Perform troubleshooting for over 400 local employees.

●Proactively inform management of trends, significant problems and expected delays.

●Provide installation, configuration and testing of computer systems, data devices, telephony and peripherals within established standards and guidelines.

●Provide technical support for desktop computers, applications, and related technology.

●Record and manage all incidents and requests in a call-tracking system. Ensure timely resolution of issues by acquiring necessary information to best support the customer.

●Train and orient staff on the use of hardware and software.

●Troubleshoot network connectivity and provide support for all workstation related issues.

●Troubleshooting virtual machine issues.

4/2017—1/2018

IT Service Desk Analyst

Ascension • Troy, MI

●Continuously documented and updated knowledge bases, solutions repositories, procedures, and work instructions.

●Delivered outstanding customer service and worked to establish and maintain a positive rapport with end users.

●Installed, modified, and repaired computer hardware and software.

●Managed IT service requests, incident management, problem management, event management, outage escalations and IT troubleshooting in addition to provide local on-site support.

●Monitored assigned queues, voicemail, web sites and other incoming communication methods.

●Performed remote access via Bomgar into CTS client's computer and received calls from CTS clients to reset software and account passwords.

●Performed troubleshooting and resolutions for Epic EMR, hardware, software and network issues.

●Trained new IT Service Desk Analysts in real work experiences and answered questions regarding training.

4/2015—4/2017

Service Desk Manager

HTC Global Services/Caretech Solutions • Troy, MI

●Acted as the client’s single point of contact and worked closely with the CTS Service Desk for operational communications, including change control, new application roll outs, service level agreements, and reporting needs.

●Analyzed client requirements and ensured that all requirements were met in a timely and accurate manner.

●Ensured urgent tickets received service before a 15-minute time frame.

●Exhibited commitment to process improvement.

●Monitored the overall delivery of the service engagement and resolved any deviations.

●Participated in customer change management meetings and served as the key liaison between CTS and the client.

●Provided the client with regular status reports on activities, plans, incidents, and issues in relation to the Service Desk.

●Reviewed and administered the project change control procedure with the customer program sponsor.

8/2013—4/2014

Desktop Support Technician

Center for Computer Resources • Sterling Heights, MI

●Created new users and set up desktop for new employees, including, Active Directory.

●Documented cases in ConnectWise.

●Performed hardware installation, troubleshooting, and repairs on PCs, printers, server reboots, androids and iPhones, and sonic walls.

●Performed migration from Office 2013 to Office 365.

●Performed troubleshooting for over 20 local business.

●Resolved issues regarding networks, operating systems and software support.

●Performed other duties as assigned.

●Citrix admin for different companies with the ability to set up new users with access to citrix sessions.

●Troubleshooting virtual machine issues.

3/2012—8/2013

Technical Solutions Consultant

Hewlett Packard • Pontiac, MI

●Articulated case summaries, resolutions and added documentation to the Knowledge Management System (KMS).

●Proactively assisted customers to avoid or reduce problem occurrences. Engaged team members for support as required to ensure internal or external business and end user SLA demands were met.

●Resolved incoming internal or external businesses and end user's problems via telephone and e-support.

●Responded to service, product, technical, and customer relations regarding questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options based on customer entitlement.

●Successfully resolved technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

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