Help Desk It Manager
Resume:
Mark Thomas Wallace
*** **** ******, ****** **** AR 72205
adu396@r.postjobfree.com
• Certifications & Training
A+ Certified PC/Macintosh since 10/14/97 Registration Number B14DTT2151
Trained in Dell, HP, Compaq, Sony Viao, Toshiba, IBM, Packard Bell, Apple laptops, desktops, servers, iPhone, iPad, BlackBerry and more.
PC/Mac Hardware & Software Installation, Upgrades, Warranty and Non-Warranty Repair. Dell Certified Systems Expert, HPCE, Apple Expert. 1995 to Present.
Note: I also have 20+ years experience in Broadcast Radio/TV. This information is not on this Resume except for my current part time job, please feel free to contact me for more information on my work in this field, I will be happy to discuss it with you.
Authorized to work in the US for any employer, I also held a classified clearance with the US Government that can be reinstated anytime.
Work Experience
(Current)
IT Specialist / On Air Talent (Part Time)
Arkansas Rocks Radio Network/Broadcast Industry Group LLC
Benton, AR
February 2017 to Present
IT Support for Radio Station, mostly hardware support and maintenance, backup and creation of music database for on air. I do some ASM & FM Transmitter work when needed at the Little Rock transmitter as I live closest to it. We have 12 transmitters across Central Arkansas and a stream online as well. I do PC maintenance & backups, virus scans and updates to OS & Automation Software/Server Updates as needed.
Help Desk Assistant
Arkansas Department of Finance & Administration
Contract Position via ProTech Solutions
Manager: Kari Sawyer
12/16/21 to 01/07/22
Help Desk. I really enjoyed this job and really liked my Manager, she was sharp, funny and knew the system better than anyone. The job ended suddenly because of the new Covid variant and they closed the office.
Refresh Specialist
Insight Global - Little Rock, AR
May 2021 to October 2021
Hardware refresh tech for HP for client Bank of America. I did 5 refreshes by myself. Refresh was put on hold due to equipment availability due to Covid-19 and has not restarted at this time. Installed replacement printers, check printers, UPS unit on servers and other items.
Erin Cahill, recruiter
adu396@r.postjobfree.com
Saline Memorial Hospital
Benton, AR
January 2013 to 2015
IT Help Desk
I ran the help desk, setup new hires in Active Directory and many other required systems, taught classes for new hires how to use the systems and about security, also assisted hardware department occasionally building new PC’s as needed. Fixed phones and printers when needed. Departed in late 2015, after the suicide of my Father-In-Law and I was appointed Executor as my wife is disabled and had no idea how to handle the Estate and I had experience with Estates as I had handled my Grandmother’s estate and one of my best friends Estate.
Welspun
2012 to April 2014
IT Help Desk
I started out as an HP Onsite Tech, but Welspun let HP go and Welspun asked me to say onboard, which I did. Repaired and built new PC’s as needed, fixed network wiring issues in the factories and maintenance on servers as well. Job ended after the Company lost several Contracts, they laid everyone off except for the IT Manager and a few Office Workers.
Onsite IT Analyst II for Caterpillar
RGBSI Inc
November 2012 to 2013
• Installation and configure Windows 7 Pro operating systems and applicable software.
• Break/Fix computer systems and software, e-mail, network and peripheral equipment problems; forward all printer hardware issues to 3rd party printer technician.
Built new PC’s a needed from ground up as well.
• Installation and configure Windows 7 Pro operating systems and various software used in the factory such as MS Office.
• Troubleshoot problems with Romer Arm software (CMS, PolyWorks), installed updated software.
• Installation of printers and drivers as needed by end users.
• Installation of specialized applications where needed for the factory line as well as office users.
• Determine issues with line production systems, break/fix on issues or contact the team that worked those specific issues.
• Setup iPads for users, installing necessary apps, setting up Citrix and Email.
• General purpose work performed as well, everything from moving offices to moving printers.
• Active Directory password reset & renew/user creation/group policy administration.
• All updates of Windows 7 Pro, and applications used by offices and factory floor, iOS device OS upgrades and virus software performed as well.
• Remote Access of systems as needed via Dameware.
Job ended when Caterpillar lost 2 major contracts and let everyone go but the Office workers and the IT Manager.
TEKsystems
Onsite Desktop Support Technician for IBM
ALLY Financial - Little Rock, AR
November 2011 to November 2014
• Installs configure and upgrade operating systems and software.
• Installation, assembly and configuration of computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware, performed break/fix on desktops & laptops as needed.
• Troubleshoot problems with computer systems, including troubleshooting hardware and software, e- mail, network and peripheral equipment problems, makes repairs and corrections where required.
• A technical resource in assisting users to resolve problems with equipment and data; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.
• Make hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Assists in instructing on-site new hires in the use of standard business and administrative software and hardware and security issues • Guarantee access to the computer, and ensure that desktop computers are operating at maximum efficiency. This includes performance problem analysis and updating the vendor or team in charge of networking or other systems.
• Correctly configure and install computer hardware, software and operating system fixes.
• Install and correctly configure communication devices, or coordinate the installation if vendor support is required.
• Maintain an adequate store of computer-related supplies, as defined by current procedures.
• Install and keep current, all levels of virus protection.
• Coordinate all maintenance activities for data processing-related equipment.
• Perform preventive maintenance and repair of printers, PC's and scanners.
• Control all aspects of personal computer software including version control, licensed copies, virus protection and backup rotation.
*Assisted in replacement of 2 major switches, several routers and PC’s after several Ransom Ware attacks.
• Solve user problems with desktop software.
• Correct and troubleshoot user problems (mostly Java & Flash issues).
• Coordinate user PC moves.
• Active Directory password reset/renew as required and allowed.
• Report any software application errors to the appropriate managers.
• Remote access as needed via Dameware and a proprietary application.
Business Machine Systems
Little Rock, AR
October 2010 to May 2011
Help Desk and Onsite Installation and repair of Radiant POS systems servers, desktops and touch screen devices, networks and Internet setup and Aloha POS Software. Break/Fix on Aloha POS systems and various desktop pc's as well.
Technical Environment: Windows 95, 98, XP, 7, Aloha POS Software.
Please note this Company went bankrupt and closed a few weeks after I left.
6 Month Refresh Tech
KForce
May 2010 to July 2010
Installed new security software at Arkansas Children's Hospital for Patient Information Security updates and did full refresh of all PC systems with new Dell Desktop systems.
Technical Environment: XP Professional, Security Software and Fingerprint hardware.
Dell Field Contract Technician
Smartech
August 2009 to May 2010
Field Warranty and Non-warranty break/fix technician for Dell laptop, desktop & Servers for Business, Education, Government and Home systems.
Technical Environment: XP Pro, Windows 7 & Pro.
Smartech went bankrupt and closed suddenly.
Field Technician
NCR
November 2008 to July 2009
Field Technician for POS systems for several Major Retailers' Cash Register systems, Networking Devices, POS Scanner, Product barcode scanners and Weight System Hardware, Servers, PC's, Backup Systems, Software, Laser Printers, Receipt Printers and ATM hardware and Software.
Technical Environment: XP Professional and various POS NCR software systems.
US Passport Office, Hot Springs AR
Onsite Maintenance Contractor
Viisage/M1
Did preventive maintenance and needed break/fix operations on IBM, Dell and Lenovo PC systems, HP LaserJet Printers, Rockford Thompson Passport Scanner and Intermac Label Printers in a Classified Environment. Also did software updates on PC’s and replaced motherboards on a few pc’s and other parts as needed.
Personal & Professional References:
Jay Brentlinger
Broadcast Industry Group, LLC 480-***-****
adu396@r.postjobfree.com
Phil Jakubowicz
TEKsystems
adu396@r.postjobfree.com
501 -707-1126
Barry McCorkindale
Friend
adu396@r.postjobfree.com
Education
Associates in Computer Programming & Operations and Basic Electronics
Arkansas College Of Technology
1980 to 1982 Skills
• Problem-solving • Flexibility
• Active Directory • VPN
• Operating Systems • LAN
• Reliability
IBM MAINFRAME Hardware and learned RPG 2, Cobol, True Basic.
This school closed in 1984 or so, but I have a scan of my Diploma if needed.
Additional Information:
Technical Skills
Software:
MS Office 2004, 2008, 2010, 365 PC/Macintosh, MS Outlook, some experience with MS SCCM, Citrix, SAP installation and configuration at workstations, Adobe Photoshop, Acrobat, Java, CS4 & 5, Premiere, Dreamweaver PC/ Macintosh Quark Express PC/Macintosh, IE, Firefox, Chrome and Edge Browsers, GarageBand, Logic Pro X, Final Cut Pro on Macintosh, Attachmate and several proprietary applications, depending on the site. Symantec SEP AntiVirus, ZScaler Firewall Cloud local setup, various VPN apps for PC, Mac and iPhone/iPad. Also experience with Zoom. DropBox and others.
Operating Systems: Windows XP Windows 7 Pro Professional Windows 10 Pro
Currently Beta testing Windows 11 Professional on my own just to learn how to work with it. Windows Server setup and maintenance 2008, 2010
Mac OS (both Intel based OS and M1/M2 RISC OS)
iOS
Hardware:
Dell Laptop, Desktop, Server. HP Laptop, Desktop, Servers. LaserJet Printers.
Compaq Laptop, Desktop. Sony Viao Laptop, Desktop. IBM/Lenovo Laptop, Desktop, Server. Apple Macintosh Laptop, Desktop, iPad, iPhone. HP Inkjet Printers, Lexmark Laser Printers. Gateway Laptop, Desktop. Toshiba Laptop. Samsung Laptop. Acer Desktop. I have installed Cisco switches/routers and Fiber Controllers and assisted 3rd party suppliers with the setup of those devices. Apple iPhone, iPad, Apple Watch (Only Support), Apple TV, iCloud, Google Cloud and more.
Thanks,
Mark T Wallace
adu396@r.postjobfree.com
501-***-**** iPhone
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