Mark Wesley Pratt

** ****** ***, **********, ** *0020, 303-***-****

Email:advfeu@r.postjobfree.com

Background Summary

A highly skilled administrative professional, with broad-based experience in Information Technology (IT) Client Relations, Quality Assurance, and Customer Service in the private sector. Excellent oral and written communication skills with a solid record of achievement in assessment and analysis of Tier 1 and Tier 2 support requests; with the ability to create and implement innovative solutions that focus on contractual requirements in conjunction with escalation to advance support methods. Outstanding leadership skills with demonstrated ability to provide training, coaching and mentoring to enhance new personnel qualifications and development. Additional areas of expertise include:

Coordination & Planning Internal Customer Advocate

Employee Mentoring & Training Emergency Response Team Designee (CERT)

Executive Assistant Administration Microsoft Office Suite

Tier 2 Customer Support End User Desktop Support II

Emergency Communications Process Change Requests

MS SharePoint MS Office Suite (2007/2010)

FCC HAM Radio Technician IT Project Management

Career History & Highlights

American Express Platinum Travel 03/22 to 8/22

Virtual Platinum Travel Counselor

Delighting our Premium Card Members with unforgettable travel experiences

Understand our customer needs through consultation to deliver an innovative and extraordinary interaction through multi-channel servicing

Research, plan, and carry out personalized travel experiences, through booking domestic and international flights, car and/or hotel travel arrangements

Communicate new and existing product offerings and value propositions relevant to the Card Member

Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First ™ approach and earning their dedication

Shown ability to provide premium customer service

Chosen of 1 of the 17 people in Company to work a new pilot program for booking

IBM 09/20 to 5/21

Anthem- Bluecross-Blueshield Help Desk Level II

Help desk support for Anthem Global

Troubleshooting of VPN connections- Pulse Secure, Global Protect

Resetting and Unlocking of Password protected accounts- Active Directory

Updating of Knowledge Bases to help with future troubleshooting issues

Routing of tickets that couldn’t be resolved at the Level 2 support desk to the various advanced troubleshooting teams

Focused on FCR (First Call Resolution) to help the user be able to continue with their duties

Pushed required software remotely to user’s system

DaaS troubleshooting

Accessed internal VPN via Cisco Anytime

Used and troubleshot users RSA and Ping ID for TFA

Mainframe password resets

Logged into Citrix via the Daas

SCCM and Dameware used to remote into user’s computer

Cyberark for elevated local credentials

Slack for internal chats and Skype and Microsoft Teams for external user chats

Troubleshoot Webex meetings

MobileIron for unlock and updates to users’ cellular devices

Internet and vpn connection troubleshooting

Bitlocker recovery

American Express Travel and Lifestyle Services 10/19-09/20

Virtual Travel Consultant

Travel agent for Platinum card members

Booked reservations for Flights, Hotels, Car rentals and Limousine services.

Booked and tracked request for Platinum card members

Crossed trained for card member services to assist with debt relief program during Covid 19 pandemic to assist with financial relief programs.

CTG/IBM 12/2016-10/19

American Express Help Desk

Help desk support for AMEX global teams

Resetting ADS passwords for clients

Troubleshooting issues to help restore services to global clients

Routing tickets proficiently to level 2 teams to resolve outages to keep continuity of services

Created, updated and closed Service Requests and other problem resolution tickets within timeframes determined by IT management.

Strived to get first call resolutions

Maintained high quality of customer service

AAA OF COLORADO Westminster, CO 7/ 2014 - 8/2016

Travel Trainer/Travel Specialist

Trainer for all new and existing Travel Agents and Travel Positions. Create and keep current travel agent training material. Train on all new software and updates to systems. Travel agent for Domestic and international travel. Specializing in Disney vacations, Cruise vacations, Hawaii and Caribbean travel.

Fulfilling clients dream vacations

Recapping requests to ensure accuracy and minimize errors

TripTiks to locations client’s request

Handling clients’ requests for service via phone and in person

Multiple certificates in several destinations, hotel and cruise lines

Continuous training in customer service enhancement

Informing clients of ideas to enhance their dream vacations

Education and Professional Training

Colorado Technical University – Westminster, Colorado

Major: Information Technology

Relevant Coursework Includes: Introduction to Networking, Introduction to Computer Security, Introduction to Business, Introduction to eBusiness, Spreadsheet Applications, Website/Portfolio Development, Introduction to Project Management, Programming with C++

Red Rocks Community college – Lakewood, Colorado

Major: Computer Science

Relevant Coursework Includes: Introduction to Computer Information Systems, Introduction to PC Applications: MS Office, Networking, Networking Security Fundamentals,

Cross Market Management-Denver, Colorado

Certifications: National Association of Communications Systems Engineers Certification

Advanced Telecommunications Executive Level Certification

Advanced Data Communications Executive Level Certification

Additional Certifications & Licenses

American Radio Relay League (ARRL) FCC – Licensed Amateur Radio Technician (HAM)

Littleton Police Department Certification– Community Emergency Response Team (CERT)

Colorado Computer Technical Institute – Information Technology Sales Certificate

Awards, Recognitions & Affiliations

Marriott Top Performer for Hawaii 2015

Disney Specialist

Emergency Communications Coordinator – Westminster Region

Polycom/PictureTel top National Account Manager

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